Patent ID: 11934787
Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 12:
13. A computer system for improving intent determination in a messaging dialog manager system, the computer system comprising:
one or more computer processors;
one or more non-transitory computer readable storage media;
program instructions collectively stored on the one or more non-transitory computer readable storage media for execution by at least one of the one or more computer processors, the stored program instructions comprising:
program instructions to receive first agent entry data corresponding to a first agent communicating in a messaging dialog interface;
program instructions to determine that the first agent entry data expects a response that is within a first response domain, wherein the response includes one or more classes and a first class of the one or more classes corresponds to an expected response to the first agent entry data and a second class of the one or more classes corresponds to no response is expected to the first agent entry data;
program instructions to determine that a first user entry received in the messaging dialog interface is not within the first response domain;
program instructions to identify a second agent configured with a second response domain that includes the first user entry;
program instructions to transmit the first user entry to the second agent to facilitate a seamless transition of an established communicational flow between the first agent and the first user communicating;

program instructions to identify agent text data corresponding to a natural language (NL) text in the first agent entry data;
program instructions to identify user text data corresponding to a natural language (NL) utterance in the first user entry;
program instructions to determine a first agent data entry topic based on the agent text data, wherein the first response domain corresponds to the first agent data entry topic;
program instructions to determine a first user entry topic based on the user text data; and
program instructions to compare the first agent data entry topic and the first user entry topic to determine a similarity threshold is met.