Intuit, Inc.

Matthew Cannon

Igor A Podgorny

Benjamin Indyk

Faraz Sharafi

Christopher C Gielow

Todd Frey Goodyear

Kelvin Hung

Warren Bartolome

Yason Khaburzaniya

Jeff W Geisler

Chris Gielow

Joseph B Cessna

Vitor R Carvalho

Irene F Ma

Pavlo Malynin

Sparsh Gupta

Bradly Stanton Feeley

Greg Coulombe

Nolan Richard Patterson

Jonathan Guidry

Darren Duc Dao

Pratik Desai

Vitor Carvalho

The present disclosure relates to processing support data to increase a self-support knowledge base. In some embodiments, assisted support data is received comprising a record of an interaction between a user and a support professional. In certain embodiments, a support data set is extracted from the assisted support data. In some embodiments, feedback related to the support data set is received. The feedback may include an indication that the support data set is ready to be included in the self-support knowledge base. In some embodiments, upon determining, based on the feedback, that the support data set is ready to be used for self-support, the support data set is added to the self-support knowledge base. The self-support knowledge base may be accessible by a plurality of users.

Processing and re-using assisted support data to increase a self-support knowledge base

Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.

Method and system for increasing use of mobile devices to provide answer content in a question and answer based customer support system

A method and system provides personalized assistance to users of a data management system. The method and system trains an analysis model with both a supervised machine learning process and an unsupervised machine learning process to identify relevant assistance topics based on a user query and the attributes of the user that provided the query. The method and system outputs personalized assistance to the user based on the analysis of the analysis model.

Method and system for user experience personalization in data management systems using machine learning

A method for executing a computerized query includes receiving a new query from a user device. The query includes natural language text. Based on a type of user, and using an alternative term generator, a selected data model is selected from among pre-determined data models. The selected data model is particular to the type of user. Each of the pre-determined data models includes a corresponding semantic graph data model that establishes semantic relationships between words. Query words in the natural language text are compared to the selected data model using the alternative term generator to find at least one alternative term. The alternative term has a semantic relationship to a query word in query words. The semantic relationship exceeds a first threshold value. The alternative term is substituted for a query word to form a revised query. The revised query is executed on a search engine using the alternative terms.

Modifying computerized searches through the generation and use of semantic graph data models

Certain aspects of the present disclosure provide techniques for providing assistance to users by integrating social computing system with conversational user interface. In some cases, a user interacting with a virtual assistant of a conversational user interface provides input that the virtual assistant is not able identify a matching intent. As a result, the virtual assistant can leverage the social computing system to generate a new question based on the user input and post the question to the social computing system. Users of the social computing system can provide an answer, which the virtual assistant provides to the user in the conversational user interface. The social computing system can also generate a new intent for the virtual assistant to increase efficiency of the virtual assistant.

User support with integrated conversational user interfaces and social question answering

The present disclosure relates to processing support requests, or support queries, in a software application including automated and human interaction-based support systems. An example method generally includes receiving a support request from a client device. A query processor parses the support request to identify one or more characteristics of the support request and identifies a support system to process the support request based at least in part on the identified one or more characteristics of the support request. The query processor instantiates a support session with the identified support system to process the support request.

Integrating virtual and human agents in a multi-channel support system for complex software applications

A customer self-help system employs artificial intelligence and machine learning to identify self-help content that is responsive to a user query by analyzing and searching a plurality of customer self-help systems. The customer self-help system generates a self-help relationship model by applying one or more processes/algorithms on training set data. In response to a user query, the customer self-help system identifies ones of the plurality of customer self-help systems that are relevant to the user query and searches the relevant ones of the plurality of customer self-help systems for self-help content that is responsive to the user query. The customer self-help system then provides the self-help content to the user in response to receipt of the user query from the user.

System and method for responding to search queries using customer self-help systems associated with a plurality of data management systems

A method for text classification involves generating, using a bilingual embedding model, source language embeddings for source language documents; obtaining source language document labels of the source language documents; and training a source language classifier model and a label embedding network, executing on a computing system, using the source language embeddings and the source language document labels. The method further involves generating pseudo-labels for unlabeled target language documents, by: generating, using the bilingual embedding model, target language embeddings for the unlabeled target language documents, and applying the source language classifier model and the label embedding network to the target language embeddings to obtain the pseudo-labels for the unlabeled target language documents. In addition, the method involves training a target language classifier model executing on the computing system using the target language embeddings and the pseudo labels.

Cross-language models based on transfer learning

The invention relates to a method. The method includes receiving a flawed input comprising a domain specific misspelling. The method further includes encoding, by an encoder machine learning model executing on a computer processor, the flawed input on a per character basis to create a context vector. The method further includes decoding, by a decoder machine learning model executing on the computer processor, the context vector on the per character basis to create a rephrased input lacking the domain specific misspelling. The method further includes presenting the rephrased input.

Misspelling correction based on deep learning architecture

Before routing a question submitted to a question and answer based customer support system to support resources, and before any specific answer data is generated, the submitted question data is analyzed to predict asking user engagement with the question and answer based customer support system after the asking user's question is submitted. In this way, the question itself is analyzed and questions determined to be low engagement probability questions submitted by asking users that have a low probability of further engagement with the question and answer based customer support system are provided to the support resources on a low priority basis and questions determined to be high engagement probability questions submitted by asking users that have a high probability of further engagement with the question and answer based customer support system are provided to the support resources on a high priority basis.

Method and system for question prioritization based on analysis of the question content and predicted asker engagement before answer content is generated

A method for decoding a natural language user query involves obtaining the user query submitted by a user, segmenting the user query into words, generating a character embedding for each of the words, and generating a word embedding for each of the words. The method further involves obtaining a clickstream from tracked clicks of the user, generating a clickstream embedding from the clickstream, and for each of the words, generating a unified feature representation based on the character embedding and the word embedding for each of the words, and the clickstream embedding. The method also involves decoding the unified feature representations to obtain a decoded user query, and processing the user query using the decoded user query.

Method and system for decoding user intent from natural language queries

Disclosed methods and systems determine levels of search sophistication for users of a customer self-help system to personalize a content search user experience provided to the users, to increase a likelihood of users' satisfaction with the search experience. The customer self-help system analyzes submitted search queries and provides an advanced content search user experience to users who are determined to have an advanced level of search sophistication and provides a simplified content search user experience to users who are determined to have a basic or less-experienced level of search sophistication. Providing users with personalized content search user experiences that are based on users' levels of search sophistication allows less-experienced users to feel comfortable searching and allows advanced users to search more quickly or precisely.

Method and system for determining levels of search sophistication for users of a customer self-help system to personalize a content search user experience provided to the users and to increase a likelihood of user satisfaction with the search experience

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San Diego, CA, United States of America

Matthew Cannon