公开(公告)号：US11622042B2

公开(公告)日：2023-04-04

申请号：US17656848

申请日：2022-03-28

申请人： INTUIT INC.

发明人： Prarit Lamba ,  Clifford Green

IPC分类号： H04M3/523 ,  G06F40/20 ,  G06K9/00 ,  H04M3/51 ,  G06V30/40 ,  G06F18/214 ,  G06F18/21

摘要： Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

公开(公告)号：US20230385087A1

公开(公告)日：2023-11-30

申请号：US17804828

申请日：2022-05-31

申请人： INTUIT INC.

发明人： Tomer TAL ,  Prarit LAMBA ,  Clifford Green ,  Xiaoyu ZENG ,  Neo YUCHEN ,  Andrew MATTARELLA-MICKE

IPC分类号： G06F9/451 ,  G06N20/00 ,  G06F11/34 ,  G06F3/04842

CPC分类号： G06F9/453 ,  G06N20/00 ,  G06F11/3438 ,  G06F3/04842

摘要： A processor may obtain historic clickstream data indicating a plurality of interactions with a user interface (UI) by a plurality of users. The processor may select at least one user for real-time monitoring by processing, using a machine learning (ML) model, the historic clickstream data and at least one user feature and predicting, from the processing, that the at least one user will utilize a UI resource. The processor may monitor ongoing clickstream data of the selected at least one user and configure the UI resource according to the ongoing clickstream data.

公开(公告)号：US20230033748A1

公开(公告)日：2023-02-02

申请号：US17656848

申请日：2022-03-28

申请人： INTUIT INC.

发明人： Prarit LAMBA ,  Clifford Green

IPC分类号： H04M3/523 ,  G06V30/40 ,  G06F40/20 ,  G06K9/62 ,  H04M3/51

摘要： Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

公开(公告)号：US11818297B2

公开(公告)日：2023-11-14

申请号：US18178425

申请日：2023-03-03

申请人： INTUIT INC.

发明人： Prarit Lamba ,  Clifford Green

IPC分类号： H04M3/523 ,  G06F40/20 ,  G06K9/00 ,  H04M3/51 ,  G06V30/40 ,  G06F18/214 ,  G06F18/21

CPC分类号： H04M3/5233 ,  G06F18/214 ,  G06F18/2178 ,  G06F40/20 ,  G06V30/40 ,  H04M3/5191 ,  H04M3/5235 ,  H04M3/5238

摘要： Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

公开(公告)号：US11323570B1

公开(公告)日：2022-05-03

申请号：US17389214

申请日：2021-07-29

申请人： INTUIT INC.

发明人： Prarit Lamba ,  Clifford Green

IPC分类号： H04M3/523 ,  G06F40/20 ,  G06K9/00 ,  H04M3/51 ,  G06K9/62

摘要： Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.