Amazon Technologies, Inc.

Yi-Hsin Chen

Nicholas Sun

Wei Niu

Tak Chung Lung

Daniel Stephen Edmiston

Sharifa Monawer

Techniques for document recommendation based on conversational log for real time assistance are described. A first machine learning module identifies key phrases of a conversational log in real time. The first machine learning module executes multiple machine learning models trained to determine a probability that a portion of a conversation includes a key phrase. A second machine learning module identifies assistance pertaining to the identified key phrases of the conversational log. The second machine learning module executes a machine learning model trained to identify semantic similarity and word matching features of embedding representations of the key phrases and a knowledge base of assistance. The assistance is provided to a user during a conversation in real time.

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Seattle, WA, United States of America

Yi-Hsin Chen