US 2024/0404513 A1Published application

Multi-Channel Conversation Processing

AssigneeOracle International Corporation

InventorVivek Kumar

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Abstract

Techniques for extracting data from conversations across different types of communication channels are disclosed. A system applies a set of rules to extract data from conversations based, at least in part, on a type of communication channel used for conducting the conversation. The system applies a machine learning model to recognize semantic content in conversations. The system divides conversations into conversation segments and classifies the conversation segments based on the semantic content. The system selects conversation segments to be extracted based on the semantic content and the type of communication channel over which a conversation is conducted. The system maps conversation segments from different conversations conducted on different types of communication channels to a same set of transactions.

Claims20

Dependent claims

One or more non-transitory computer readable media comprising instructions which, when executed by one or more hardware processors cause performance of operations comprising:

identifying a first conversation conducted over a first communication channel type of a plurality of communication channel types;
applying a semantic recognition model to the first conversation to encode the first conversation based on semantic content of the first conversation;
identifying a second conversation conducted over a second communication channel type of the plurality of communication channel types;
applying the semantic recognition model to the second conversation to encode the second conversation based on the semantic content of the second conversation;
based on the encoding of the first conversation and the second conversation by the semantic recognition model:
identifying a first segment of the first conversation conducted over the first communication channel type and a second segment of the second conversation conducted over the second communication channel type as corresponding to a first transaction;
extracting the first segment and the second segment;
and
populating a database with a first mapping of the first segment and the second segment to the first transaction.

6 more elements

A method comprising:

identifying a first conversation conducted over a first communication channel type of a plurality of communication channel types;
applying a semantic recognition model to the first conversation to encode the first conversation based on semantic content of the first conversation;
identifying a second conversation conducted over a second communication channel type of the plurality of communication channel types;
applying the semantic recognition model to the second conversation to encode the second conversation based on the semantic content of the second conversation;
based on the encoding of the first conversation and the second conversation by the semantic recognition model:
identifying a first segment of the first conversation conducted over the first communication channel type and a second segment of the second conversation conducted over the second communication channel type as corresponding to a first transaction;
extracting the first segment and the second segment;
and
populating a database with a first mapping of the first segment and the second segment to the first transaction.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/807,596Filed 16 Aug 2024
Priority: 10 Feb 2022
Published: 5 Dec 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification20 codes

G06F 40/35
Semantic analysis: discourse or dialogue representation
G06F 16/35
Of unstructured textual data: clustering; Classification
G06F 40/30
Handling natural language data: semantic analysis
G06Q 10/107
Office automation; Time management: computer-aided management of electronic mailing [e-mailing]

Family

Application17/668,968Continuation · filed 10 Feb 2022
Application18/807,596Continuation
US 12,094,458 B2Related patent
US 2023/0252980 A1Published application
US 2024/0404513 A1This patent

From the US filing history. Foreign family members aren’t listed.