[24]7.ai, Inc.

24/7 Customer, Inc.

Mathangi Sri Ramachandran

Ravi Vijayaraghavan

Pallipuram V Kannan

Sumit Kumar

Bhupinder Singh

Suchana Seth

Dinesh Ajmera

Debashish Panda

Pankaj Ghanshani

A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.

Predictive customer service environment

The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.

Systems and methods for facilitating dialogue mining

Growing community of inventors

Bengaluru, India

Mathangi Sri Ramachandran