Routing for chatbots

Techniques are described for invoking and switching between chatbots of a chatbot system. In some embodiments, the chatbot system is capable of routing an utterance received while a user is already interacting with a first chatbot in the chatbot system. For instance, the chatbot system may identify...

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Bibliographic Details
Main Authors Vishnoi, Vishal, Chinnananchi, Muruganantham, Pan, Crystal C, Xu, Xin, Parekh, Manish, Teserra, Saba Amsalu, Wang, Fen, Singaraju, Gautam, McRitchie, Stephen Andrew, Gadde, Srinivasa Phani Kumar, John, Jae Min
Format Patent
LanguageEnglish
Published 23.05.2023
Subjects
ACOUSTICS
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
ELECTRIC DIGITAL DATA PROCESSING
MUSICAL INSTRUMENTS
PHYSICS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
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Summary:Techniques are described for invoking and switching between chatbots of a chatbot system. In some embodiments, the chatbot system is capable of routing an utterance received while a user is already interacting with a first chatbot in the chatbot system. For instance, the chatbot system may identify a second chatbot based on determining that (i) such an utterance is an invalid input to the first chatbot or (ii) that the first chatbot is attempting to route the utterance to a destination associated with the first chatbot. Identifying the second chatbot can involve computing, using a predictive model, separate confidence scores for the first chatbot and the second chatbot, and then determining that a confidence score for the second chatbot satisfies one or more confidence score thresholds. The utterance is then routed to the second chatbot based on the identifying of the second chatbot.
Bibliography:Application Number: US202016857047