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COGNITIVE VIRTUAL AGENT BASED ON A CLOUD PLATFORM AND USED IN A HELP AND INTERACTION CENTRE
COGNITIVE VIRTUAL AGENT BASED ON A CLOUD PLATFORM AND USED IN A HELP AND INTERACTION CENTRE
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机译：基于云平台的认知虚拟代理，用于帮助和交互中心
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摘要
The invention relates to a cognitive-virtual-assistant engine based on a cloud platform, said engine being integrated into a help and interaction centre the design of which is based on an omni-channel approach that is transparent for various sources, wherein at least one processor-executable code of a cognitive-virtual-assistant-management software package forms a CVA engine (10) configured: to understand, via a set of programs, the intention of the question of the client independently of how it is asked and to understand the context of the discussion; and to apply, to interactions, a smart machine-learning functionality that has no need of human assistance to develop new capacities, the executed code of the CVA engine (10) being able to draw information from various sources such as chat logs, political documents and instruction manuals or other sources of data, in order to form a captured knowledgebase and to generate automatic responses in real time using probabilistic tools or machine-learning techniques on the knowledge that was captured previously, said responses being based on the intention of the user and the discussion context recorded beforehand.
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