Contextual communication and service interface
摘要
說(shuō)明書
Further, consider a scenario in which the agent is presented with a first suggested message, “Please wait. I am looking into your problem.”, and a second suggested message, “I will look into your problem and get back to you as soon as possible.” In this scenario, if the agent selects the latter message over the former message, the user assistance system may increase the score for candidate messages that are based on the same predetermined message template that was used to generate the second message and may decrease the score for candidate messages that are based on the same predetermined message template that was used to generate the first message. Other examples are possible as well.
Additionally or alternatively, if the user assistance system receives an input from the agent indicating edits made by the agent to the suggested message (or even the template itself), the user assistance system may use this input as a basis for determining a score (e.g., may decrease the score) for candidate messages that are generated based on the same predetermined message template that was used to generate the suggested message. By way of example, if the agent is presented with a suggested message that reads “We have located your order.”, selects the message, and then edits it to read “Great news! We have located your order and it will be on the way to you shortly!”, the user assistance system may decrease the score for candidate messages that are generated based on the same predetermined message template that was used to generate the suggested message. Further, the user assistance system may additionally edit the predetermined message template (or add a new template) to include the modified text (e.g., “Great news!” and “and it will be on the way to you shortly!”). Other examples are possible as well.
