US Patent 11257496 Method and apparatus for facilitating persona-based agent interactions with online visitors

A method and apparatus for facilitating persona-based agent interactions with online visitors is disclosed. A plurality of persona related attributes is extracted from a textual transcript of each interaction between an agent of an enterprise and an online visitor. A feature vector data representation is generated based on the plurality of persona related attributes extracted from each interaction to configure a plurality of feature vector data representations. The plurality of feature vector data representations is classified based on a plurality of persona-based clusters, which enables classification of the plurality of online visitors into the plurality of persona-based clusters. A learning model is trained for each persona-based cluster using utterances of online visitors classified into a respective persona-based cluster. The learning model is trained to mimic a visitor persona representative of the respective persona-based cluster. The trained learning model is configured to facilitate the persona-based agent interactions with the online visitors.