Freshworks, Inc.

Other

Navaneethan Santhanam

Anuj Gupta

Saurabh Arora

Satyam Saxena

A noise reduction and smart ticketing application for social media-based communication systems may identify social media-based communications from users who are attempting to engage with a brand or entity on a social media platform as actionable, and distinguish other communications as noise. The noise reduction and smart ticketing system may use machine learning to determine which social media communications are actionable for a given company or other organization, and generates tickets for actionable communications. Actionable communications may include, but are not limited to, technical support issues, inquiries about a product release date, grievances, incidents, suggestions to improve service, critiques of company policies, etc. Non-actionable communications (i.e., 'noise') may include, but are not limited to, suggestions to other users, promotions, coupons, offers, marketing campaigns, affiliate marketing, statements that a user is attending an event, etc.

Noise reduction and smart ticketing for social media-based communication systems

A process for extracting and recognizing named entities from a short unstructured chat-style text input. The process may tokenize an inbound electronic message, and use a combination of entity specific classifiers and databases comprising known named entities such as gazetteer(s) to identify one or more named entities within the inbound electronic message. The identified named entities are then compiled as response message and transmitted to the user.

Named entity recognition from short unstructured text

Large batches of social media communications may be automatically annotated. This provides techniques to create large labeled datasets without the assistance of human labelers. For instance, social media communications may be fetched and annotated as actionable or noise for a given account (e.g., a brand handle on Twitter&#xae;) without human review. Social media communications from users who are attempting to engage with a brand or entity on a social media platform may be annotated as actionable, whereas other communications may be labeled as noise.

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Chennai, India

Navaneethan Santhanam