Patent attributes
An automated response system (e.g., an automated voice response system) may employ learning strategies to develop or improve automated response capabilities. Learning strategies may include using communications(e.g., utterances, text messages, etc.) of one party in a conversation (e.g., a customer service agent) to identify and categorize communications of another party in the conversation (e.g., a caller). Classifiers can be build from the categorized communications. Classifiers can be used to identify common communications patterns of a party in a conversation (e.g., an agent). Learning strategies may also include selecting communications as learning opportunities to improve automated response capabilities based on selection criteria (e.g., selection criteria chosen to ensure that the system does not learn from unreliable or insignificant examples).
