METHOD AND SYSTEM FOR SERVICE AGENT ASSISTANCE OF ARTICLE RECOMMENDATIONS TO A CUSTOMER IN AN APP SESSION

A method and system for recommending articles including: receiving a customer request from the customer during the session; generating case data for a case, by an article recommender app; configuring a training set based on the subject and description data of the customer request; identifying, by an...

Ausführliche Beschreibung

Gespeichert in:

Bibliographische Detailangaben
Hauptverfasser:	PENG, WeiPing, GOSWAMI, Anjan, CHENG, Na, CHEN, Ziwei, XIU, Pingping, SATISH, Suhas, WHITE, Peter Francis, GOVINDARAJAN, Jayesh, SAKHUJA, Aditya, HUFFMAN, Jacob Nathaniel, ASUR, Sitaram, VELASCO, Edgar Gerardo
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS COMPUTING COUNTING ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
Online-Zugang:	Volltext bestellen
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!

Beschreibung
Zusammenfassung:	A method and system for recommending articles including: receiving a customer request from the customer during the session; generating case data for a case, by an article recommender app; configuring a training set based on the subject and description data of the customer request; identifying, by an artificial intelligence (AI) app, a first pool of articles from a knowledge database; identifying by at least one query, a second pool of articles from a case article database to into a merged pool of articles; assigning, by the AI app, an implicit label to one of the first pool and the second pool of the articles; applying a model derived by the AI app based on customer behavior and a set of features related to the case to classify each article of the merged pool of articles based at least in part on the predicted relevance of the article.