MAINTAINING CONTEXT IN TRANSACTION CONVERSATIONS

Disclosed are examples of systems, apparatus, methods and computer program products for maintaining context in a transaction conversation. A notification of a customer interaction from a customer is received within a retailer network. Based on at least one messaging channel and at least one interact...

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Bibliographische Detailangaben
Hauptverfasser:	Vaish, Tushar, Blandina, Michael Scott, Appana, Rajiv Venkataramana, Campos, Tomas Ariel
Format:	Patent
Sprache:	eng
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 COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	Disclosed are examples of systems, apparatus, methods and computer program products for maintaining context in a transaction conversation. A notification of a customer interaction from a customer is received within a retailer network. Based on at least one messaging channel and at least one interaction type in the notification, the system determines that an active conversation with the customer is open. A natural language processing (NLP) model is then selected based on one or more conversation markers in the active conversation. At least one customer intent is determined with respect to one or more entities, and a response to the customer interaction is generated based on the at least one customer intent and the one or more entities.