Fmr Corp.

Abhishek Desai

Aravind Chandramouli

Ankush Chopra

Bibhash Chakrabarty

Sateesh Panda

A computerized method of representing customer interactions with an organization includes: receiving, by a computing device, customer web interaction data segments and customer conversation data segments; pre-processing the customer conversation data segments to remove specified types of information; scoring each of the pre-processed customer conversation data segments; pre-processing the customer web data interaction segments; extracting from the pre-processed customer web interaction data segments tokens; combining the pre-processed customer conversation data segments and the pre-processed customer web interaction data segments into a customer data set; parsing the customer data set into one or more windows; assigning, for each window, pre-trained weights to each of the tokens in each window; assigning a transaction theme to each window based on the tokens in each window; and generating, based on the transaction themes, a ranked list of topic keywords reflecting the customer web interaction data segments and customer conversation data segments.

Computer systems and methods for efficient query resolution by customer representatives

Systems and methods for generating proposed search queries based on sequence semantics. The method includes receiving clickstream data from a database. The method also includes generating for each user a digital timeline based on the clickstream data. The method further includes determining for each user event pairs based on the digital timeline. The method also includes generating a vector matrix including the event pairs for each user. The method further includes receiving an initial search query from a user. The method also includes determining an intended user activity based on the initial search query. The method further includes generating proposed search queries based on the vector matrix, the intended user activity, and the initial search query.

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Bengaluru, India

Abhishek Desai