Intuit, Inc.

Jonathan Lunt

Yao H Morin

Massimo Mascaro

Joseph B Cessna

Madelaine Daianu

Christopher R Rivera

Carol Ann Howe

Xiao Xiao

Ling Feng Wei

Andre Felipe Luis

Joel R Minton

Itai Jeczmien

Sharon E Hunt

Charles Showley

Certain aspects of the present disclosure provide techniques for determining query intent and complexity based on text input. One example method generally includes receiving, from a user device, a text query and preprocessing the text query to generate a query vector. The method further includes providing the query vector to an intent model configured to output a user intent of the text query and providing the query vector to a complexity model configured to output a complexity of the text query. The method further includes receiving the user intent of the text query from the intent model and receiving the complexity of the text query from the complexity model. The method further includes determining, based on the user intent and the complexity of the query, a routing target for the text query and routing the text query to the routing target.

Determining query intent and complexity using machine learning

Systems described herein apply an ordered combination machine-learning models to identify users who are likely to abandon use of an application, predict the reasons why those users are likely to abandon, and identify intervening actions that the application can perform to reduce the probability that the users will abandon the application. A first machine-learning model determines a retention-prediction value indicating a probability that the user will complete a target action in the application before a session terminates. If the retention-prediction value satisfies a threshold condition, a second machine-learning model determines a reason why the session is likely to terminate before the user completes the target action. A third machine-learning model determines an intervention action for the application to perform to increase the probability that the user will complete the target action before the session terminates.

Machine-learning models to facilitate user retention for software applications

Method and apparatus for providing a personalized self-support service to a user of an online application coupled with an online community forum. Embodiments include obtaining a plurality of questions from the online community forum and obtaining historical user data. Embodiments further include identifying one or more part-of-speech words in the plurality of questions and generating a high-dimensional vector for each question of the plurality of questions based on a frequency of the one or more part-of-speech words. Embodiments further include identifying one or more user features of the plurality of users based on the historical user data and establishing, based on the historical user data, one or more statistical correlations between user features and part-of-speech words. Embodiments further include training a predictive model based on the one or more statistical correlations. Embodiments further include using the predictive model to predict to provide one or more relevant questions to the user.

Domain specific natural language understanding of customer intent in self-help

An ordered combination of machine-learning models may be used to identify users who are likely to abandon use of an application, predict the reasons why those users are likely to abandon, and identify intervening actions that the application can perform to reduce the probability that the users will abandon the application. For example, a first machine-learning model determines a retention-prediction value indicating a probability that the user will complete a target action in the application before a session terminates. If the retention-prediction value satisfies a threshold condition, a second machine-learning model determines a reason why the session is likely to terminate before the user completes the target action. A third machine-learning model determines an intervention action for the application to perform to increase the probability that the user will complete the target action before the session terminates.

A method and system provides personalized user experiences to users of a tax return preparation system, at least partially based on likelihoods of occurrence of life events for the users in a tax year, according to one embodiment. The method and system applies the user data to one or more predictive models to determine the likelihood that one or more available life events occurred in a user's life in a tax year, according to one embodiment. The method and system display life event icons that represent the one or more available life events, and the life event icons are ranked, sorted, and/or emphasized, based on the likelihood that the one or more available life events occurred in a user's life, to increase a user's confidence in the tax return preparations system's capability to address the user's life changes while preparing the user's tax return, according to one embodiment.

Method and system for providing a personalized user experience in a tax return preparation system based on predicted life events for a user

A method and system facilitates the development of data science transformations in one programming language and the deployment of the data science transformations in another programming language, according to one embodiment. The method and system preserves relationships, functions, configurations, and characteristics between combinations of data transformations, according to one embodiment. The preservation of the relationships, functions, configurations, and characteristics is enabled by developing and providing a set of low-level (e.g., atomic) transformations that enable users to build their own models, libraries, and configurations into macro-transformations (e.g., conglomerate transformations), according to one embodiment. Deploying the data science transformations into production computing environments is useful for providing or supporting a number of types of software services, such as, predicting user behavior, customizing user experiences, supporting marketing initiatives, providing empirically-backed recommendations, predicting user preferences for software interactions, and/or otherwise exposing patterns that are identified from historical and transactional data, according to one embodiment.

Method and system for developing and deploying data science transformations from a development computing environment into a production computing environment

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San Diego, CA, United States of America

Jonathan Lunt