Today’s Patent – Smart Generation and Display of Conversation Reasons in Dialog Processing

The said invention (US20230244968A1) was invented by Kathi Galvin GurinJonathan E. Eisenzopf, patented by USPTO on 29-01-2022. Currently, it stands assigned to discourse.ai, Inc..

The rise of online conversational platforms has driven a demand for efficient text-based interactions between businesses and clients. Studies reveal that while 76% of customer interactions occur through such conversations, 50% fail to meet expectations, causing significant revenue losses globally. AI-based systems, particularly those leveraging deep learning models trained on millions of labeled conversations, have been projected to improve conversational outcomes, especially through chatbot platforms. However, existing systems lack seamless automation for accurately summarizing and annotating digital conversations in real-time while adapting to user edits.

This invention introduces AI-driven systems and methods for automating the summarization and annotation of digital conversations. The system can automatically generate summaries and pre-select reason notations for recorded conversations using AI analysis. Users can review, edit, or accept these outputs, with updates to AI training data based on user feedback, thereby continuously enhancing the system’s performance. This approach ensures accurate, adaptive conversation management and reduces manual intervention, improving both user satisfaction and business efficiency.