Adaptive Virtual Intelligent Agent

摘要

Embodiments of an adaptive virtual intelligent agent (“AVIA”) service are disclosed. It may include the functions of a human administrative assistant for an enterprise including customer support, customer relationship management, and fielding incoming caller inquiries. It also has multi-modal applications for the home through interaction with AVIA implemented in the home. It may engage in free-form natural language dialogs. During a dialog, embodiments maintain the context and meaning of the ongoing dialog and provides information and services as needed by the domain of the application. Over time, the service automatically extends its knowledge of the domain (as represented in the Knowledge Tree Graphs) through interaction with external resources. Embodiments can intelligently understand and converse with users using free-form speech without pre-programmed deterministic sequences of questions and answers, can dynamically determine what it needs to know to converse meaningfully with users, and knows how to obtain information it needs.

主权项

1. A conversational system comprising at least one server coupled to a telephone system wherein:
the server comprises a context-and-meaning engine and a reasoning-and-inference engine; the context-and-meaning engine is designed to configure a specific knowledge-tree graph instantiation derived from a knowledge-tree graph template using either at least one input received from an speech recognition engine in a caller session, or a type of entity associated with a call session; said context-and-meaning engine is configured to define a type of relationship existing between said at least one input and one or more nodes in a specific knowledge-tree graph instantiation; said context-and-meaning engine is configured to facilitate and transform caller inquiries and queries into structured meaning; and said reasoning-and-inference engine is configured to trigger a method in said specific knowledge-tree graph instantiation in response to said at least one input.