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    IDENTIFYING REPRESENTATIVE CONVERSATIONS USING A STATE MODEL
    3.
    发明申请
    IDENTIFYING REPRESENTATIVE CONVERSATIONS USING A STATE MODEL 审中-公开

    公开(公告)号：US20200234694A1

    公开(公告)日：2020-07-23

    申请号：US16252063

    申请日：2019-01-18

    申请人： ASAPP, INC.

    发明人： Michael Griffiths ,  Lei Xu ,  Shawn Henry

    IPC分类号： G10L15/10 ,  G10L15/14 ,  G10L15/06

    摘要： A plurality of conversations may be processed to obtain one or more representative conversations to allow a better understanding of the plurality of conversations. A representative conversation may be determined by representing each conversation as a sequence of states where a state may represent messages with similar meanings. Distances may be computed between pairs of conversations, and the conversations may be clustered using the distances. To obtain a representative conversation for a cluster of conversations, a representative sequence of states may be obtained for the cluster and a representative message may be obtained for each state of the sequence of states. The representative conversation may then be presented to a user.

    Using semantic processing for customer support
    4.
    发明授权
    Using semantic processing for customer support 有权

    公开(公告)号：US10535071B2

    公开(公告)日：2020-01-14

    申请号：US16110742

    申请日：2018-08-23

    申请人： ASAPP, INC.

    发明人： Vicky Sehrawat ,  Jason Shaev ,  Punyashloka Biswal ,  Brian Dillmann ,  Joseph Hackman ,  Shawn Henry ,  Gustavo Sapoznik

    IPC分类号： G06F17/27 ,  G06Q30/00 ,  G06F21/31 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51 ,  G06N3/04 ,  G06N3/08 ,  H04L29/08 ,  G06Q10/10

    摘要： A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.

    Detecting events from customer support sessions
    5.
    发明授权
    Detecting events from customer support sessions 有权

    公开(公告)号：US10334106B1

    公开(公告)日：2019-06-25

    申请号：US16124881

    申请日：2018-09-07

    申请人： ASAPP, INC.

    发明人： Shawn Henry

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06N3/04 ,  G06N3/08 ,  G06F17/27

    摘要： Text of customer support sessions of a company may be processed to detect events that are taking place. For example, an event may be a service disruption. The company may desire to detect the events and take action to address them. The events may be detected by processing customer support sessions during a time window and computing counts, where each count corresponds to a topic and a customer parameter. The topics may be determined from the customer support sessions and the customer parameters may relate to information about the customer (e.g., services received by the customer). Baseline counts may also be computed that correspond to typical or expected behavior when no event is occurring. Event detection scores may be computed by processing the counts and baseline counts and used to determine if an event has occurred. The process may be repeated for subsequent time windows.

    WORD HASH LANGUAGE MODEL
    6.
    发明申请
    WORD HASH LANGUAGE MODEL 审中-公开

    公开(公告)号：US20180174579A1

    公开(公告)日：2018-06-21

    申请号：US15383707

    申请日：2016-12-19

    申请人： ASAPP, INC

    发明人： Shawn Henry

    IPC分类号： G10L15/197 ,  G10L15/16 ,  G10L15/14 ,  G10L15/30

    CPC分类号： G10L15/197 ,  G06F17/2715 ,  G06F17/277 ,  G06F17/2775 ,  G06F17/289 ,  G06N3/02 ,  G10L15/14 ,  G10L15/16 ,  G10L15/30

    摘要： A language model may be used in a variety of natural language processing tasks, such as speech recognition, machine translation, sentence completion, part-of-speech tagging, parsing, handwriting recognition, or information retrieval. A natural language processing task may use a vocabulary of words, and a word hash vector may be created for each word in the vocabulary. A sequence of input words may be received, and a hash vector may be obtained for each word in the sequence. A language model may process the hash vectors for the sequence of input words to generate an output hash vector that describes words that are likely to follow the sequence of input words. One or words may then be selected using the output word hash vector and used for a natural language processing task.

    Removing personal information from text using multiple levels of redaction
    9.
    发明授权
    Removing personal information from text using multiple levels of redaction 有权

    公开(公告)号：US11386259B2

    公开(公告)日：2022-07-12

    申请号：US16953715

    申请日：2020-11-20

    申请人： ASAPP, INC.

    发明人： Frederick William Poe Heckel ,  Shawn Henry

    IPC分类号： G06F40/166 ,  G06N3/08 ,  G06N3/04 ,  G06F40/30 ,  G06F21/60 ,  G06F21/62 ,  G06N7/00

    摘要： When processing a request containing personal information, personal information may be needed to respond to the request, but it may be desired to limit storage of personal information for privacy reasons. To accomplish both objectives, text of a message may be processed using multiple levels of redaction. A first level of redaction may replace digits of the text with a token so that sensitive numbers, such as credit card numbers or social security numbers are no longer present. A second level of redaction may replace one or more words of the text with a label indicating the text that was present, such as by replacing an address with a label indicating that an address was present or by replacing a credit card number with a label indicating that a credit card number was present.

    Processing an incomplete message with a neural network to generate suggested messages
    10.
    发明授权
    Processing an incomplete message with a neural network to generate suggested messages 有权

    公开(公告)号：US11216510B2

    公开(公告)日：2022-01-04

    申请号：US16054473

    申请日：2018-08-03

    申请人： ASAPP, INC.

    发明人： Lisa Lijia Jiang ,  Tao Lei ,  Shawn Henry

    IPC分类号： G06N3/02 ,  G06F16/9032 ,  H04L12/58 ,  G06F16/33

    摘要： Text of an incomplete message entered by a user may be processed using a neural network to suggest messages similar to the message the user is in the process of entering. Word embeddings may be obtained for the words of the text that represent the words in a first vector space. The word embeddings may then be processed by the neural network to compute an input message feature vector that represents the incomplete message in a second vector space. The input message feature vector may be used to select a first designated message as a suggestion from a set of designated messages, and the first designated message may be selected using a similarity score computed from the input message feature vector and a first designated message feature vector corresponding to the first designated message. The first designated message may then be presented as a suggestion to the user.