Concept mapping for chat agent complaint processing

A method for recording complaints within an autocomplete-enabled, two-way complaint recordation system, the method comprising:

• receiving a plurality of documents during an offline process;
• receiving a plurality of agent metadata during the offline process;
• receiving a plurality of channel data during the offline process;
• extracting, during the offline process, a plurality of concepts from the documents, agent metadata and channel data;
• mapping and indexing, within an enterprise-search platform, during the offline process, each term included in a plurality of terms identified within the plurality of documents to a concept, included in a plurality of concepts;
• receiving, during an online process, a natural language formatted request from a requestor at a natural language processing engine;
• forwarding, during the online process, the natural language formatted request from the natural language processing engine to an authorization authenticator;
• forwarding, during the online process, the natural language formatted request from the authorization authenticator to a request verifier;
• forwarding, during the online process, the natural language formatted request from the request verifier to a concept extractor that extracts one or more concepts from the request;
• forwarding, during the online process, the natural language formatted request from the concept extractor to a query formulator that formulates a query that corresponds to the extracted one or more concepts;
• forwarding, during the online process, the query to the enterprise-search platform;
• querying, during the online process, the enterprise-search platform for documents that match the one or more concepts;
• receiving, during the online process, from the enterprise-search platform, one or more documents that match the one or more concepts;
• filtering, during the online process, the one or more documents;
• generating, during the online process, a response to the request based on the received one or more documents;
• and
• providing, during the online process, the response to the natural language processing engine;
• and
• providing, during the online process, the response to the requestor via the natural language processing engine.

A complaint processing concept mapping system, the system comprising:

• an offline processor, the offline processor operable to:
• receive a plurality of historical communications, said plurality of historical communications between an agent and an entity;
• extract one or more concepts from each of the plurality of historical communications;
• and
• index the one or more extracted concepts, and one or more documents associated with the one or more extracted concepts, within an enterprise-search platform;
• an online processor, the online processor operable to:
• receive a real-time communication from a requestor;
• extract one or more real-time concepts from the real-time communication;
• formulate a query, said query comprising:
• data retrieved from the real-time communication;
• and
• the one or more extracted real-time concepts;
• search the enterprise-search platform for the one or more extracted real-time concepts and/or one or more documents associated with the one or more extracted real-time concepts;
• and
• retrieve the one or more extracted real-time concepts and/or one or more documents associated with the one or more extracted real-time concepts;
• generate a response to the query based on the retrieved one or more extracted real-time concepts and/or or one or more documents associated with the one or more extracted real-time concepts;
• and
• display the response to the requestor via a user interface.