Abstract: A computer-implemented method includes: generating, by a computing device, a sample of a query, wherein the query maps to a predetermined categorization; processing the sample with a first natural language process, wherein the processing produces an output comprising a categorization of the sample; storing data regarding whether the categorization of the output matches the predetermined categorization; generating a report based on the stored data indicating a percentage of a plurality of samples of the query whose categorizations match the predetermined characterization; outputting the report; and receiving a second natural language process comprising updates to the first natural language process based on the report, wherein the updates increase the percentage of the plurality of samples that match the predetermined categorization when processed with the second natural language process relative to when the plurality of samples was processed with the first natural language process.

Abstract: A computer-implemented method includes: monitoring, by a computing device, a support dialogue between a user device and a live agent system associated with the computing device; determining, by the computing device, emotional state information associated with the support dialogue; generating, by the computing device, emotional state-driven mapping information by mapping a particular path, of a plurality of possible paths, in a business process followed by the live agent system during a start of the support dialogue to a conclusion of the support dialogue and linking the particular path to the emotional state information; storing, by the computing device, the emotional state-driven mapping information; accessing, by the computing device, the emotional state-driven mapping information by a virtual agent system associated with the computing device; providing, by the computing device, automated support by the virtual agent system for a future support dialogue using the emotional state-driven mapping information.

Abstract: A computer-implemented method includes: generating, by a computing device, a sample of a query, wherein the query maps to a predetermined categorization; processing the sample with a first natural language process, wherein the processing produces an output comprising a categorization of the sample; storing data regarding whether the categorization of the output matches the predetermined categorization; generating a report based on the stored data indicating a percentage of a plurality of samples of the query whose categorizations match the predetermined characterization; outputting the report; and receiving a second natural language process comprising updates to the first natural language process based on the report, wherein the updates increase the percentage of the plurality of samples that match the predetermined categorization when processed with the second natural language process relative to when the plurality of samples was processed with the first natural language process.