Is a
Patent attributes
Patent Jurisdiction
Patent Number
Date of Patent
July 18, 2023
0Patent Application Number
173607180
Date Filed
June 28, 2021
0Patent Citations
Patent Primary Examiner
Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.
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