{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11477142","patent":{"patent_number":"US-11477142","title":"Question suggestion and agent transfer to advance a customer support conversation","assignee":null,"inventors":[],"filing_date":"2021-12-07T00:00:00.000Z","publication_date":"2022-10-18T00:00:00.000Z","cpc_codes":["H04L","G06F","G06F","G06Q","H04L","G06Q"],"num_claims":20,"abstract":"In an approach for identifying when transferring a real-time conversation on a chatbot application to a customer support agent would be more valuable than outputting suggested queries, a processor classifies a query inputted into a real-time conversation as an intention. A processor predicts a set of next intentions of the user. A processor filters out one or more intentions from the set of next intentions of the user that do not further the real-time conversation. A processor generates a set of suggested queries the user can ask to further the real-time conversation from the subset of next intentions. A processor builds a suggestion evaluation contextual bandit model that determines whether the real-time conversation will be resolved successfully if transferred to a customer support agent. A processor trains the suggestion evaluation contextual bandit model against a set of annotated historical interactions. A processor outputs a response recommendation."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Question suggestion and agent transfer to advance a customer support conversation","description":"In an approach for identifying when transferring a real-time conversation on a chatbot application to a customer support agent would be more valuable than outputting suggested queries, a processor cla","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11477142","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11477142","citation_suggestion":"Patentable. \"Question suggestion and agent transfer to advance a customer support conversation\" (US-11477142). https://patentable.app/patents/US-11477142","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11477142","json":"https://patentable.app/api/llm-context/US-11477142","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-31T09:17:16.948Z"}