Visa International Service Association

Salesforce Com, Inc.

Xuan Phi Nguyen

Mohammad Ziaur Rahman

Chu Hong Hoi

Shafiq Rayhan Joty

Provided is a method for classifying information technology (IT) service request messages. The method may include receiving data associated with an IT service request message, determining a plurality of number values associated with a plurality of characters included in the IT service request message, generating a vector that includes index values, generating a first bitmap based on generating the vector, generating a second bitmap based on the first bitmap, where the second bitmap has a first dimension and a second dimension, and where the first dimension and the second dimension are equal, and determining a classification of the IT service request message using a neural network algorithm. A system and computer program product are also disclosed.

System, method, and computer program product for classifying service request messages

Embodiments described herein provide an attention-based tree encoding mechanism. Specifically, the attention layer receives as input the pre-parsed constituency tree of a sentence and the lower-layer representations of all nodes. The attention layer then performs upward accumulation to encode the tree structure from leaves to the root in a bottom-up fashion. Afterwards, weighted aggregation is used to compute the final representations of non-terminal nodes.

Growing community of inventors

Singapore, Singapore

Xuan Phi Nguyen