Patent ID: 11876757
Assignee: LIVEPERSON, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 7:
8. A system, comprising:
one or more processors; and
memory storing thereon instructions that, as a result of being executed by the one or more processors, cause the system to:
detect one or more messages exchanged between a customer and a bot agent, wherein the bot agent autonomously communicates with the customer through an active communications session;
obtain conversation data corresponding to the active communications session, wherein the conversation data includes contextual information corresponding to the active communications session;
train a machine learning model to detect different bot states from different communications sessions and to calculate corresponding scores for the different communications sessions, wherein the machine learning model is trained using sample conversation data and corresponding bot states;
detect one or more bot states corresponding to bot agent during the active communications session, wherein the one or more bot states are detected by the machine learning model based on the contextual information;
determine a score corresponding to the active communications session, wherein the score is determined by the machine learning model based on the one or more bot states; and
provide in real-time the one or more bot states and the score, wherein the one or more bot states and the score are dynamically updated in real-time as new messages are exchanged during the active communications session.