Method and apparatus for intent recognition and intent prediction based upon user interaction and behavior

In a contact center apparatus, a method for predicting user intent associated with user interaction with the contact center apparatus, comprising:

• receiving user interaction data;
• transforming the user interaction data into a prediction vector having the format <date/time/season, locality of the user, number of users for intent in a queue, de-queue rate, external source information, user information>;
• providing the prediction vector and a prediction model to a framework;
• receiving an intent prediction and a confidence score from the framework based upon the prediction vector and the prediction model;
• generating a next best action based upon the intent prediction and a confidence score, the next best action configured as an automated action performed by the contact center apparatus to act on the intent prediction, the next best action including an advertisement directed toward the user;
• and
• providing the next best action to the user.

A contact center apparatus, comprising:

• a controller having a processor and a memory, the controller configured to:
• receive user interaction data;
• perform a feature extraction process on the user interaction data to generate feature data;
• perform an intent extraction operation on the feature data to extract topics included with the feature data;
• wherein when performing the intent prediction operation on the user interaction data the controller is configured to:
• transform the user interaction data into a prediction vector having the format <date/time/season, locality of the user, number of users for intent in a queue, de-queue rate, external source information, user information>;
• provide the prediction vector and a prediction model to a framework;
• and
• receive the intent prediction and a confidence score from the framework based upon the prediction vector and the prediction model;
• execute a classification engine on the topics extracted from the feature data to classify a user intent associated with the user interaction data;
• perform an intent prediction operation on the user interaction data to generate an intent prediction;
• generate a next best action based upon the intent prediction and a confidence score, the next best action configured as an automated action performed by the contact center apparatus to act on the intent prediction, the next best action including an advertisement directed toward the user;
• and
• provide the next best action to the user.

A contact center apparatus, comprising:

• a controller having a processor and a memory, the controller configured to:
• receive user interaction data;
• transform the user interaction data into a prediction vector having the format <date/time/season, locality of the user, number of users for intent in a queue, de-queue rate, external source information, user information>;
• provide the prediction vector and a prediction model to a framework;
• receive an intent prediction and a confidence score from the framework based upon the prediction vector and the prediction model;
• generate a next best action based upon the intent prediction and a confidence score, the next best action configured as an automated action performed by the contact center apparatus to act on the intent prediction, the next best action including an advertisement directed toward the user;
• and
• provide the next best action to the user.