公开(公告)号：WO2017075081A1

公开(公告)日：2017-05-04

申请号：PCT/US2016/058908

申请日：2016-10-26

Applicant: 24/7 CUSTOMER, INC.

Inventor： WALIA, Anmol

IPC: G06F17/20

CPC classification number: G06F17/279 ,  G06F17/2223 ,  G06F17/273 ,  G06F17/2735 ,  G06F17/278 ,  G06F17/30654 ,  H04M3/5166 ,  H04M3/527 ,  H04M7/0045

Abstract: A computer-implemented method and an apparatus facilitate customer intent prediction. The method includes receiving natural language communication provided by a customer on at least one enterprise related interaction channel. Textual data corresponding to the natural language communication is generated by converting one or more non-textual portions in the natural language communication to a text form. One or more processing operations are performed on the textual data to generate normalized text. The normalized text is configured to facilitate interpretation of the natural language communication. At least one intention of the customer is predicted, at least in part, based on the normalized text and a reply is provisioned to the customer based on the predicted intention. The reply is provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication.

Abstract translation: 计算机实现的方法和装置便于客户意图预测。 该方法包括接收由客户在至少一个企业相关交互通道上提供的自然语言通信。 通过将自然语言通信中的一个或多个非文本部分转换为文本形式来生成与自然语言通信相对应的文本数据。 对文本数据执行一个或多个处理操作以生成标准化文本。 规范化文本被配置为便于对自然语言通信的解释。 至少部分基于标准化文本来预测客户的至少一个意图，并基于预测意图向客户提供答复。 响应于自然语言通信，将回答提供给至少一个企业相关交互通道上的客户。

公开(公告)号：WO2017106531A1

公开(公告)日：2017-06-22

申请号：PCT/US2016/066978

申请日：2016-12-15

Applicant: 24/7 CUSTOMER, INC.

Inventor： WALIA, Anmol ,  ZUVERINK, David, J.

IPC: G06F17/28 ,  G06F3/0482 ,  G06F17/21 ,  G06F17/30 ,  G06N7/00 ,  G06Q10/06

CPC classification number: G06F17/30654 ,  G06F17/30684 ,  G06Q30/016

Abstract: A computer-implemented method and an apparatus manage natural language queries of customers. A natural language query provided by a customer on an enterprise interaction channel is received. The natural language query is analyzed to determine if an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a multi-level framework of natural language models. An answer to the natural language query is provided to the customer on the enterprise interaction channel if such an answer in available in the plurality of QA domains. If an answer is not available, then an appropriate response is provided to the customer to assist the customer.

Abstract translation: 计算机实现的方法和设备管理顾客的自然语言查询。 接收客户在企业交互通道上提供的自然语言查询。 通过使用多个QA域中的每个QA域来分析多个QA域中的每个QA域，分析自然语言查询以确定自然语言查询的答案是否存在于多个QA域中的至少一个问答（QA）域中 自然语言模型的层次框架。 如果在多个QA域中有这样的答案，则在企业交互信道上向客户提供自然语言查询的答案。 如果答案不可用，则会向客户提供适当的答复以协助客户。