Automating communications using an intent classifier
US10497004B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 13, 2018 |
| Grant date | Dec 3, 2019 |
| Priority date | — |
| Expiry date | Nov 13, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5232
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An intent classifier may be used to increase the efficiency of a communications system. A company may provide assistance to a first user using automated processing or by a second user manually responding to the first user. To reduce costs, the company may prefer to use automated processing for assistance where it is available. While a second user is assisting a user, a message from the first user may be processed with an intent classifier to determine that automated support is available to assist the first user, and a suggestion may be presented to the second user to transfer the first user to the automated processing, such as by presenting a button to the second user to transfer the first user to the automated processing. The second user may then transfer the first user to the automated processing and assist other users.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.