Categorization of user interactions into predefined hierarchical categories
Assignee[24]7.ai, Inc.
InventorsRavi Vijayaraghavan, Vaibhav Srivastava, R. Mathangi Sri, Nitin Kumar Hardeniya
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Abstract
User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information-based interactions.
Claims20
A computer-implemented method for categorization of user interactions into predefined hierarchical categories, comprising:
- building a scoring model configured to convert a raw dataset into predefined hierarchical categories by extracting response variables and a set of structured input features from another raw dataset and identifying a functional relationship among the extracted response variables and features, the another raw dataset comprising text lines derived from a plurality of user interaction sessions;
- executing, by the processor, the scoring model on the raw dataset to classify and label the raw dataset into predefined hierarchical categories comprising any of action-based and information-based interactions, the raw dataset comprising text lines derived from a contemporaneous user interaction session,
- wherein the scoring model is based on response variables and a set of structured input features, the response variables being associated with another raw dataset comprising text lines derived from a plurality of user interaction sessions;
- and
- based upon the predefined hierarchical categories, the processor aiding the contemporaneous user interaction session by automatically routing a user of the contemporaneous user interaction session to a channel associated with an appropriate department.
An apparatus for categorization of user interactions into predefined hierarchical categories, comprising:
- a processor having memory, the processor programmed with machine instructions that classifies a raw dataset comprising text lines contemporaneously transcribed from a user interaction session, the machine instructions comprising:
- building a scoring model configured to convert the raw dataset into predefined hierarchical categories by extracting response variables and a set of structured input features from another raw dataset and identifying a functional relationship among the extracted response variables and features, the another raw dataset comprising text lines derived from a plurality of user interaction sessions;
- executing the scoring model on the raw dataset to classify and label the raw dataset into predefined hierarchical categories comprising any of action-based and information-based interactions;
- and
- based upon the predefined hierarchical categories, aiding the user interaction session by automatically routing the users to a channel associated with an appropriate department.
A computer implemented method for query categorization into predefined hierarchical categories, comprising:
- building a scoring model configured to convert a raw dataset into predefined hierarchical categories by extracting response variables and a set of structured input features from a first raw dataset and identifying a functional relationship among the extracted response variables and features, the first raw dataset comprising text lines derived from a plurality of user interaction sessions;
- executing, by a processor, the scoring model on the raw dataset to classify and label the raw dataset into predefined hierarchical categories comprising any of action-based and information-based interactions, the raw dataset comprising text lines contemporaneously transcribed from a user interaction session wherein the scoring model is based on response variables and a set of structured input features, the response variables being associated with another raw dataset comprising text lines derived from a plurality of user interaction sessions;
- and
- based upon the predefined hierarchical categories, aiding the user interaction session by automatically routing a user to an appropriate department for service by a live agent.
Dependencies are inferred from the claim text.