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US 12,135,739 B2Granted
Generating conversation topics using neural networks
AssigneeIntercom, Inc.
InventorsFergal Reid, Cathal Horan, Mario Kostelac
Life of this patent
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Abstract
A system and method of generating conversation topics using neural networks. The method includes providing, by a processing device, a plurality of conversations to a neural network to generate a plurality of clusters. The method includes selecting, for each cluster of the plurality of clusters, a topic and one or more keywords from one or more n-grams. The method includes evaluating, for each cluster of the plurality of clusters, the topic and the one or more keywords by searching historical conversations and current conversations to identify one or more conversations related to the cluster.
Claims17
A method comprising:
- providing, by a processing device, a plurality of conversations to a neural network to generate a plurality of clusters;
- selecting, for each cluster of the plurality of clusters, a topic and one or more keywords from one or more n-grams;
- evaluating, for each cluster of the plurality of clusters, the topic and the one or more keywords by searching historical conversations and current conversations to identify one or more conversations related to the cluster;
- determining, based on one or more false positives (FPs), that a first cluster of the plurality of clusters overlaps a second cluster of the plurality of clusters, wherein a FP is a conversation that matches a query without being a part of the first cluster;
- executing a remedial action to prevent processing a duplicate cluster responsive to determining that the first cluster of the plurality of clusters overlaps the second cluster of the plurality of clusters by generating an updated set of keywords for the first cluster of the plurality of clusters and augmenting a search query associated with the first cluster of the plurality of clusters;
- storing topic memberships by linking the plurality of conversations and the updated set of keywords;
- and
- configuring a real-time query data store to answer topic queries associated with the topic memberships.
5 more elements
A system comprising:
- a memory;
- and
- a processing device of a first service provider, the processing device is operatively coupled to the memory, to:
- provide a plurality of conversations to a neural network to generate a plurality of clusters;
- select, for each cluster of the plurality of clusters, a topic and one or more keywords from one or more n-grams;
- evaluate, for each cluster of the plurality of clusters, the topic and the one or more keywords by searching historical conversations and current conversations to identify one or more conversations related to the cluster;
- determine, based on one or more false positives (FPs), that a first cluster of the plurality of clusters overlaps a second cluster of the plurality of clusters, wherein a FP is a conversation that matches a query without being a part of the first cluster;
- and
- execute a remedial action to prevent processing a duplicate cluster responsive to determining that the first cluster of the plurality of clusters overlaps the second cluster of the plurality of clusters by generating an updated set of keywords for the first cluster of the plurality of clusters and augmenting a search query associated with the first cluster of the plurality of clusters;
- store topic memberships by linking the plurality of conversations and the updated set of keywords;
- and
- configure a real-time query data store to answer topic queries associated with the topic memberships.
9 more elements
A non-transitory computer-readable medium storing instructions that, when execute by a processing device of a first service provider, cause the processing device to:
- provide, by the processing device, a plurality of conversations to a neural network to generate a plurality of clusters;
- select, for each cluster of the plurality of clusters, a topic and one or more keywords from one or more n-grams;
- and
- evaluate, for each cluster of the plurality of clusters, the topic and the one or more keywords by searching historical conversations and current conversations to identify one or more conversations related to the cluster;
- determine, based on one or more false positives (FPs), that a first cluster of the plurality of clusters overlaps a second cluster of the plurality of clusters, wherein a FP is a conversation that matches a query without being a part of the first cluster;
- and
- execute a remedial action to prevent processing a duplicate cluster responsive to determining that the first cluster of the plurality of clusters overlaps the second cluster of the plurality of clusters by generating an updated set of keywords for the first cluster of the plurality of clusters and augmenting a search query associated with the first cluster of the plurality of clusters;
- store topic memberships by linking the plurality of conversations and the updated set of keywords;
- and
- configure a real-time query data store to answer topic queries associated with the topic memberships.
7 more elements
Dependencies are inferred from the claim text.