International Business Machines Corporation
Training a customer service system

Abstract:

A system for executing a code for training an insurance response system, comprising at least one hardware processor adapted to: using a plurality of insurance attribute values, extracted from a received insurance claim to retrieve: at least one inquiry related to the insurance claim and at least one inquiry result, and historical insurance data related to the insurance claim; computing a similarity value indicative of a difference between the at least one inquiry result and a claim result; identifying in the historical insurance data a plurality of insurance conditions relevant to the claim result and the at least one inquiry result; identifying at least one insurance condition effecting the similarity value by analyzing data comprising the at least one inquiry and the plurality of insurance conditions; and training a protocol model of an insurance response system using the at least one insurance condition and the at least one inquiry.