Automatically suggesting resources for responding to a request
US10453074B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 1, 2016 |
| Grant date | Oct 22, 2019 |
| Priority date | — |
| Expiry date | Dec 23, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A user may respond to a request of another user by entering text, such as a customer service representative responding to a customer. Suggestions of resources may be provided to the responding user to assist the responding user in providing a response. For example, a resource may provide information to the responding user or allow the responding user to perform an action. Previous messages between the two users and other information may be used to select a resource. A conversation feature vector may be determined from previous messages, and feature vectors may be determined from the resources. The conversation feature vector and the feature vectors determined from the resource may be used to select a resource to suggest to the responding user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.