Systems and methods for ranking call intent probability

An apparatus for deriving call intent probability, the apparatus comprising:

• communications hardware configured to receive a set of call menu tokens;
• token circuitry configured to create an n-gram from the set of call menu tokens, wherein the n-gram comprises a count and a corresponding call menu token,
• wherein the communications hardware is further configured to receive an intent call log for a candidate call intent, wherein the intent call log comprises a frequency of the n-gram and a total frequency;
• and
• scoring circuitry configured to:
• determine an n-gram intent score based on the frequency of the n-gram and the total frequency of the intent call log, and
• determine a total score for the candidate call intent based on the n-gram intent score, wherein the total score provides a measure of a probability of the candidate call intent,
• wherein the communications hardware is further configured to output a ranked list of call intents comprising the total score and the candidate call intent;
• wherein the scoring circuitry is further configured to select a most probable call intent from the ranked list of call intents,
• wherein the communications hardware is further configured to cause a call routing system to direct a call using the most probable call intent, wherein the call corresponds to the set of call menu tokens, wherein causing the call routing system to direct the call occurs substantially simultaneously with receiving the set of call menu tokens.

A computer program product for deriving call intent probability, the computer program product comprising at least one non-transitory computer-readable storage medium storing software instructions that, when executed, cause an apparatus to:

• receive a set of call menu tokens;
• create an n-gram from the set of call menu tokens, wherein the n-gram comprises a count and a corresponding call menu token;
• receive an intent call log for a candidate call intent, wherein the intent call log comprises a frequency of the n-gram and a total frequency;
• determine an n-gram intent score based on the frequency of the n-gram and the total frequency of the intent call log;
• determine a total score for the candidate call intent based on the n-gram intent score, wherein the total score provides a measure of a probability of the candidate call intent;
• output a ranked list of call intents comprising the total score and the candidate call intent;
• select a most probable call intent from the ranked list of call intents;
• and
• cause a call routing system to direct a call using the most probable call intent, wherein the call corresponds to the set of call menu tokens, wherein causing the call routing system to direct the call occurs substantially simultaneously with receiving the set of call menu tokens.