Patent Document ID: 10044862
Application ID: 15581798

Base Claim:
1. A computer-implemented topic guidance method for a call between an agent and a customer, the method comprising: creating, via a processor on the computer, a conversation model by learning a conversation pattern from a customer response to a conversation topic segment, a current state of the customer, and a context of the conversation topic segment; and suggesting, via the processor on the computer, a conversation topic for the agent to engage the customer in the conversation topic based on a customer response associated with the conversation model, analyzed conversation text the current state of the customer, and the context of the conversation topic segment.

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Claim 2:
2. The computer-implemented method of claim 1 , wherein: in a training phase of the conversation model: historical call conversation data is segmented into conversation segment topics; the customer response in the historical call conversation data is detected in response to each of the conversation segment topics; construct a customer state; and the conversation pattern is learned by learning a pattern of customer responses to the conversation segment topics in order to create the conversation model; and in a run-time phase of the conversation model: the suggesting suggests the conversation topic for which the agent to engage the customer; and a real-time response to the suggested topic is analyzed to dynamically adapt the suggested conversation topic based on the conversation model being referenced for the real-time customer response to the conversation topic.