Extracting customer problem description from call transcripts

    公开(公告)号:US11423900B2

    公开(公告)日:2022-08-23

    申请号:US16836886

    申请日:2020-03-31

    Applicant: Intuit Inc.

    Abstract: Systems and methods for automatically identifying problem-relevant sentences in a transcript are disclosed. In an example method, a transcript may be received of a first support call. A region of the first support call transcript may be identified, and first customer utterances may be detected in the region using a trained classification model. A trained regression model may estimate a relevancy to the problem statement of each of the first customer utterances, and one or more most problem-relevant statements may be selected from the first customer utterances, based on the estimated relevancies.

    MODIFIED MACHINE LEARNING MODEL AND METHOD FOR COHERENT KEY PHRASE EXTRACTION

    公开(公告)号:US20210271818A1

    公开(公告)日:2021-09-02

    申请号:US16805688

    申请日:2020-02-28

    Applicant: Intuit Inc.

    Abstract: A method including receiving, in a machine learning model (MLM), a corpus including words. The MLM includes layers configured to extract keywords from the corpus, plus a retrospective layer. A first keyword and a second keyword from the corpus are identified in the layers. The first and second keywords are assigned first and second probabilities. Each probability is a likelihood that a keyword is to be included in a key phrase. A determination is made, in the retrospective layer, of a first probability modifier that modifies the first probability based on a first dependence relationship between the second keyword being placed after the first keyword. The first probability is modified using the first probability modifier. The first modified probability is used to determine whether the first keyword and the second keyword together form the key phrase. The key phrase is stored in a non-transitory computer readable storage medium.

    DEEP LEARNING APPROACH TO MITIGATE THE COLD-START PROBLEM IN TEXTUAL ITEMS RECOMMENDATIONS

    公开(公告)号:US20210165848A1

    公开(公告)日:2021-06-03

    申请号:US16699545

    申请日:2019-11-29

    Applicant: Intuit Inc.

    Abstract: A method for mitigating cold starts in recommendations includes receiving a request that identifies a requested page and identifying a content vector of the requested page. The content vector is generated based on providing text of the requested page to a neural network text encoder. The method further includes selecting, based on a rank engine and the content vector, a link to a cold start page that does not satisfy a threshold level of interaction data. The rank engine ranks the selected link above a second link to a warm page that does satisfy the threshold level of the interaction data. The method further includes presenting the requested page with the selected link.

    Unsupervised automatic taxonomy graph construction using search queries

    公开(公告)号:US11727058B2

    公开(公告)日:2023-08-15

    申请号:US16573619

    申请日:2019-09-17

    Applicant: Intuit Inc.

    CPC classification number: G06F16/9024 G06F16/953

    Abstract: A method involves receiving search queries, having search terms, submitted to at least one computerized search engine. For each query, a corresponding pairwise relation in the search queries is calculated. The corresponding pairwise relation is a corresponding probability of a potential edge relationship between at least two terms. Thus, potential edges are formed. A general graph of the terms is constructed by selecting edges from the potential edges. The general graph is nodes representing the terms used in the search queries. The general graph also is edges representing semantic relationships among the nodes. A hierarchical graph is constructed from the general graph by altering at least one of the edges among the nodes in the general graph to form the hierarchical graph.

    System, method, and computer-readable medium for capacity-constrained recommendation

    公开(公告)号:US11551282B2

    公开(公告)日:2023-01-10

    申请号:US16940087

    申请日:2020-07-27

    Applicant: Intuit Inc.

    Abstract: This disclosure provides systems, methods and apparatuses for recommending items to users of a recommendation system. In some implementations, the recommendation system determines a plurality of contribution values based on interactions between a plurality of users and a plurality of items. Each of the plurality of contribution values represents a confidence level that a respective user prefers a respective item. The recommendation system further determines a capacity of each of the plurality of items. The capacity of each item represents a maximum number of users to which the item can be recommended. The recommendation system recommends one or more items of the plurality of items to each of the plurality of users based at least in part on the plurality of contribution values and the capacities of the plurality of items.

Patent Agency Ranking