System and Method of Using Intent Detection Workflow for Customer Support of Emails

System and Method of Using Intent Detection Workflow for Customer Support of Emails

A system and method are disclosed for detecting the intent of a freeform customer support email question and performing a workflow to respond to the customer support email. In one implementation, a granular taxonomy of topics is generated and intent detection includes mapping a summary of the email...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Liao, EJ, Pons, Shawn, Yuen, Holman, Kong, Sunny, Carter, Nick, Ghoche, Sami, Nasr, Antoine, Lu, Yi, Hajal, Samy, Li, Hanqiao, Sharma, Dev
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
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:A system and method are disclosed for detecting the intent of a freeform customer support email question and performing a workflow to respond to the customer support email. In one implementation, a granular taxonomy of topics is generated and intent detection includes mapping a summary of the email to a topic in the taxonomy. An interactive workflow may be selected based on the topic of the email. The interactive workflow may include slot-filling using generative artificial intelligence. The interactive workflow may include API calls.