International Business Machines Corporation
HYBRID CONVERSATIONS WITH HUMAN AND VIRTUAL ASSISTANTS

Abstract:

In some examples, a user, either a customer or potential customer of a business, engages in conversations with a virtual assistant (VA) provided by the business. The virtual assistant (VA) is further supported by one or more human assistants (HA), if needed. In embodiments, to facilitate seamless transitions between a VA and a HA, when needed, an intelligent decision maker (IDM) is provided. The IDM receives a user question and a proposed answer to the question from a VA, evaluates the proposed answer in the context of the conversation, and determines if the proposed answer requires further review by an HA. In response to a determination that the proposed answer requires further review, the IDM sends the proposed answer to an HA, and, in response to an indication by the HA, takes further action in the conversation.