Intent prediction by machine learning with word and sentence features for routing user requests
US11556716B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 24, 2020 |
| Grant date | Jan 17, 2023 |
| Priority date | — |
| Expiry date | Apr 27, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N20/00
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods may be used to generate and use intent predictions to enhance user experience. The intent predictions may describe the data required to resolve a user request included in a user input (e.g., question, search query, and the like) submitted by a user. The intent predictions may be generated using a machine learning model that comprises a model framework for extracting features and classifying user inputs into intent classes based on the extracted features. The intent predictions may be integrated into an information service to improve business metrics including contact rate, transfer rate, helpful rate, and net total promoter score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.