US 2023/0069587 A1 · NAMED ENTITY RECOGNITION IN CHAT DIALOGUES FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

Abstract

There are provided systems and methods for named entity recognition in chat dialogues for customer relationship management systems. A service provider, such as an electronic transaction processor for digital transactions, may provide live chat service channels for assistance through live agents and chatbot services. When interacting with these channels, a user may engage in a chat dialogue with live agents. This may include lines of texts corresponding to the exchanged messages and may include named entities for particular types or categories of words that refer to a particular object or thing. To identify these named entities, a natural language processor may utilize machine learning and other engines for named entity recognition in customer relationship management systems to highlight the named entities in live service chats. Agents of the systems may view content that identify the named entities and interact with the named entities to view descriptions.

Claims20

Dependent claims

A system comprising:

a non-transitory memory;
and
one or more hardware processors coupled to the non-transitory memory and configured to read instructions from the non-transitory memory to cause the system to perform operations comprising:
accessing a chat dialogue between a user and a chat service of a customer relationship management (CRM) system for a service provider associated with the system, wherein the chat dialogue comprises a plurality of words in a plurality of word groupings;
performing a named entity recognition (NER) operation on the plurality of words, wherein the NER operation identifies one or more named entities in the chat dialogue based on one or more of the plurality of words;
determining the one or more named entities based on the performing the NER operation;
determining additional data for the one or more named entities based on an assistance type provided by the chat service, wherein the assistance type is associated with one or more services provided by the service provider to the user;
and
outputting visual chat data with the one or more named entities, wherein the visual chat data comprise one or more processes to view the additional data for the one or more named entities in the chat dialogue.

6 more elements

Dependencies are inferred from the claim text.

Named entity recognition in chat dialogues for customer relationship management systems

Life of this patent

Named entity recognition in chat dialogues for customer relationship management systems

Life of this patent

Abstract

Claims20