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US 10,097,692 B2Granted
Systems and methods of natural language processing to rank users of real time communications connections
AssigneeIngenio LLC
InventorNeeraj Jandwani
Life of this patent
Estimating the term…
Abstract
A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.
Claims20
A method, comprising:
- storing, in a computing apparatus, transcripts of communications over communication connections established by a connection server between second users and selected ones of first users, wherein the connection server is coupled with a data store to establish real time communication connections between telephonic devices;
- the data store storing:
- communication references of a first set of telephonic devices registered in the data store, and
- information about the first users of the first set of telephonic devices;
- wherein in response to requests received from the second users of a second set of telephonic devices identifying the selected ones of the first users, the connection server establishes the communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users using communication references in the data store;
- storing, in the data store, communication records of the communication connections established by the connection server;
- performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors;
- generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score;
- and
- after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users:
- storing, in the computing apparatus, a transcript of a communication between the user and the selected ones of the first users;
- performing, by the computing apparatus, natural language processing on the transcript of the communication to generate first input vectors;
- and
- applying, by the computing apparatus, the first input vectors in the predictive model of ranking score to generate a ranking score of the user.
11 more elements
A non-transitory computer storage medium storing instructions configured to instruct a computing device to perform a method, the method comprising:
- storing, in a computing apparatus, transcripts of communications over communication connections established by a connection server between second users and selected ones of first users, wherein the connection server is coupled with a data store to establish real time communication connections between telephonic devices;
- the data store storing:
- communication references of a first set of telephonic devices registered in the data store, and
- information about the first users of the first set of telephonic devices;
- wherein in response to requests received from the second users of a second set of telephonic devices identifying the selected ones of the first users, the connection server establishes the communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users using communication references in the data store;
- storing, in the data store, communication records of the communication connections established by the connection server;
- performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors;
- generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score;
- and
- after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users:
- storing, in the computing apparatus, a transcript of a communication between the user and the selected ones of the first users;
- performing, by the computing apparatus, natural language processing on the transcript of the communication to generate first input vectors;
- and
- applying, by the computing apparatus, the first input vectors in the predictive model of ranking score to generate a ranking score of the user.
11 more elements
A computing system, comprising:
- a computing apparatus having a processor and a memory storing instructions configured to instruct the computing apparatus to perform a method comprising:
- generating transcripts of communications over the communication connections established by a connection server between second users and selected ones of first users;
- storing, in a data store, communication records of the communication connections established by the connection server;
- performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors;
- generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score;
- and
- after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users:
- storing a transcript of a communication between the user and the selected ones of the first users;
- performing natural language processing on the transcript of the communication to generate first input vectors;
- and
- applying the first input vectors in the predictive model of ranking score to generate a ranking score of the user.
8 more elements
Dependencies are inferred from the claim text.