METHOD AND SYSTEM FOR AUTO SUMMARIZING CHAT CONVERSATION VIA MACHINE LEARNING AND APPLICATION THEREOF

METHOD AND SYSTEM FOR AUTO SUMMARIZING CHAT CONVERSATION VIA MACHINE LEARNING AND APPLICATION THEREOF

The present teaching relates to auto generated summaries of communications and enabled services. Summaries are automatically generated based on machine trained models for communications between customers and service agents. A summary modification history is created for each of the summaries includin...

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Bibliographische Detailangaben
Hauptverfasser: Chandrabose, Kumaradevan, Ramalingam, RajeshKhanna Singa, Kaniganti, Srinivasa, Shanmugam, Sankar
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
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:The present teaching relates to auto generated summaries of communications and enabled services. Summaries are automatically generated based on machine trained models for communications between customers and service agents. A summary modification history is created for each of the summaries including the machine generated summary and some updated versions of the summary. When a service request is received from a customer, a summary modification history of a prior communication associated with the customer is retrieved for responding to the request. Using the summary modification histories, feedback data is generated, which is then used for updating the models.