Methods and systems for identifying communication sources across channels
AssigneeLiveperson, Inc.
InventorsNeelima Patel, Shaun Yelle
Life of this patent
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Abstract
Systems and method are provided for identifying a source of communications for improved communications. A computing device may receive a communication from a first device over a first time interval and extract a set of features from the communication. The features may correspond to characteristics indicative of how the communication was generated over the first time interval. The computing device may execute a machine-learning model using the set of features to generate a predicted identity associated with a source of the communication. A response can be generated based on the predicted identify and transmitted to the first device.
Claims20
A method comprising:
- receiving, over a time interval, a communication via a communication channel from a device;
- extracting a set of features from the communication, wherein features of the set of features correspond to characteristics indicative of how portions of the communication are generated by the device over the time interval;
- executing a machine-learning model using the set of features, the machine-learning model generating a predicted identity of a user of the device;
- facilitating a connection of a terminal device to a communication session based on the predicted identity of the user, wherein the terminal device is selected based on a previous communication session between the terminal device and the user, and wherein the terminal device is configured to communicate with the device over the communication channel;
- and
- facilitating a transmission of a response to the communication by the terminal device via the communication channel, the response being tailored to the user of the device based on historical communications associated with the device.
A system comprising:
- one or more processors;
- and
- a machine-readable storage medium storing instructions that when executed by the one or more processors, cause the one or more processors to perform operations including:
- receiving, over a time interval, a communication via a communication channel from a device;
- extracting a set of features from the communication, wherein features of the set of features correspond to characteristics indicative of how portions of the communication are generated by the device over the time interval;
- executing a machine-learning model using the set of features, the machine-learning model generating a predicted identity of a user of the device;
- facilitating a connection of a terminal device to a communication session based on the predicted identity of the user, wherein the terminal device is selected based on a previous communication session between the terminal device and the user, and wherein the terminal device is configured to communicate with the device over the communication channel;
- and
- facilitating a transmission of a response to the communication by the terminal device via the communication channel, the response being tailored to the user of the device based on historical communications associated with the device.
A non-transitory machine-readable storage medium storing instructions that when executed by one or more processors, cause the one or more processors to perform operations including:
- receiving, over a time interval, a communication via a communication channel from a device;
- extracting a set of features from the communication, wherein features of the set of features correspond to characteristics indicative of how portions of the communication are generated by the device over the time interval;
- executing a machine-learning model using the set of features, the machine-learning model generating a predicted identity of a user of the device;
- facilitating a connection of a terminal device to a communication session based on the predicted identity of the user, wherein the terminal device is selected based on a previous communication session between the terminal device and the user, and wherein the terminal device is configured to communicate with the device over the communication channel;
- and
- facilitating a transmission of a response to the communication by the terminal device via the communication channel, the response being tailored to the user of the device based on historical communications associated with the device.
Dependencies are inferred from the claim text.