HYBRID MACHINE LEARNING AND NATURAL LANGUAGE PROCESSING ANALYSIS FOR CUSTOMIZED INTERACTIONS

HYBRID MACHINE LEARNING AND NATURAL LANGUAGE PROCESSING ANALYSIS FOR CUSTOMIZED INTERACTIONS

A method is provided, comprising: obtaining training data including historical transcripts from historical user interactions, and indications of workflow statuses associated with each of the historical transcripts; training a machine learning model to classify transcripts from user interactions base...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: LIMAYE, MANISH, PETEE, MAIA
Format: Patent
Sprache:eng ; fre
Schlagworte:
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A method is provided, comprising: obtaining training data including historical transcripts from historical user interactions, and indications of workflow statuses associated with each of the historical transcripts; training a machine learning model to classify transcripts from user interactions based on workflow status using the training data; applying the trained machine learning model to a new transcript from a new user interaction in order to identify a workflow status associated with the new transcript; generating a message to a user associated with the new user interaction based on the identified workflow status; analyzing the new transcript using a natural language processing algorithm to identify one or more triggers associated with the new transcript; modifying one or more parameters associated with the generated message to the user based on the one or more triggers associated with the new transcript; and transmitting the message to a device associated with the user.