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US 11,082,554 B2Granted
Method for conversion and classification of data based on context
AssigneeCapital One Services, LLC
InventorsVincent Pham, Fardin Abdi Taghi Abad, Reza Farivar, Kate Key, Anh Truong, Jeremy Goodsitt, Austin Walters
Life of this patent
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Abstract
When a new communication is received at a server, the system can generate machine readable data pertaining to the communication, e.g., a transcript for the communication. Using the transcript, the system can utilize natural language processing techniques to find at least one request in the communication. The system can search summaries of prior communications, and if there is a communication including a similar request, the system can display a record of the prior communication.
Claims20
A method comprising:
- providing a database including a plurality of transcripts of phone calls and chat messages, each transcript being associated with at least one discussion attribute label selected from a group of labels including a plurality of discussion attribute labels;
- receiving, at a chatbot, a first chat message including a first transcript;
- performing a natural language processing technique to determine a first discussion attribute of the first transcript;
- associating, using a machine learning model, the first transcript with a first discussion attribute label selected from the group of labels;
- determining whether the first discussion attribute label matches the one discussion attribute label associated with any of the plurality of transcripts;
- in response to a determination that the first discussion attribute label matches the one discussion attribute label, displaying a first report of a first matched transcript which is the transcript associated with the one discussion attribute label, wherein the first report of the transcript includes a summary of the first matched transcript;
- and
- in response to a determination that the first discussion attribute label does not match the one discussion attribute label, displaying a message indicating that there is no match in the database.
5 more elements
Dependencies are inferred from the claim text.