公开(公告)号：US20230169968A1

公开(公告)日：2023-06-01

申请号：US17539262

申请日：2021-12-01

Applicant: Bank of America Corporation

Inventor： Isaac Persing ,  Emad Noorizadeh ,  Ramakrishna R. Yannam ,  Sushil Golani ,  Hari Gopalkrishnan ,  Dana Patrice Morrow Branch

IPC: G10L15/22 ,  G10L15/06 ,  G10L15/30

CPC classification number: G10L15/22 ,  G10L15/063 ,  G10L15/30 ,  G10L2015/223

Abstract: Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.

公开(公告)号：US20210375271A1

公开(公告)日：2021-12-02

申请号：US16883630

申请日：2020-05-26

Applicant: Bank of America Corporation

Inventor： Isaac Persing ,  Emad Noorizadeh

IPC: G10L15/18 ,  G06F16/33 ,  G10L15/22

Abstract: Methods for mapping intents to utterances using a three-tiered system is provided. Methods may include receiving a plurality of predetermined action-topic pairs and a plurality of predetermined intents. Methods may include mapping the plurality of predetermined action-topic pairs to the plurality of predetermined intents via a one-to-many mapping. Methods may include receiving a linguistic utterance at a first tier of the three-tiered system. Methods may include translating the linguistic utterance at the first tier of the three-tiered system. Methods may include mapping the textual representation to one or more action-topic pairs included in the plurality of action-topic pairs. The mapping may be executed at the second tier of the three-tiered system. Methods may include identifying one or more intents that correlate to the textual representation. The identifying may be executed at the third tier. The identifying may be based on the mapping between the action-topics pairs and the predetermined intents.