Capital One Services, LLC

Maury Courtland

Adam R Faulkner

Aysu Ezen Can

Jonathan Galsurkar

Gayle McELVAIN

David Chen

A system and method of operating a system for automatically punctuating text using non-recurrent neural networks is disclosed. The system and method at least: applying a text string to a first component of a non-recurrent neural network trained to generate one or more contextualized vectors, wherein the first component determines the contextualized vectors by processing each word in the text string in parallel with one another; applying the contextualized vectors to a second component of the non-recurrent neural network trained to generate a set of probability values for each word in the text string, wherein the second component determines the set of probability values by processing the contextualized vectors in parallel with one another; and transmitting the set of probability values to a text generation engine to generate a formatted text string based on the set of probability values.

Efficient automatic punctuation with robust inference

Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls based on inferred sentiments. An incoming call is routed to a call agent based on an inferred topic, classified based on one or more inferred sentiments of a current caller's speech, determining, based on the call classification, that a complaint has been articulated and initiating an automated assistance by searching for one or more similar callers to the current caller. Based on finding a successful call outcome associated with one or more similar callers, the system suggests one or more phrases to the call agent for use in a dialog with the current caller to improve the one or more inferred sentiments.

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Durham, NC, United States of America

Maury Courtland