Intuit, Inc.

Zhewen Fan

Byungkyu Kang

Farzaneh Khoshnevisan

Kate Elizabeth Swift-Spong

Shivakumara Narayanaswamy

Yingxin Wang

Janani Kalyanam

Wan Yu Zhang

Sonia Sharma

Carlos A Oliveira

Alexander Zhicharevich

Elik Sror

Runhua Zhao

Sparsh Gupta

Kyle Brown

Wenxin Xiao

A method including transcribing, into digital tokens, utterances from a conversation between an agent and a person. The method also includes embedding the digital tokens into an utterances tensor including sequences of the digital tokens. The method also includes obtaining a metadata tensor by encoding metadata related to the utterances into the metadata tensor. The method also includes executing a machine learning model which takes, as input, the utterances tensor and the metadata tensor, and which outputs a predicted source article predicted to be related to the utterances. The method also includes generating an interactive link to the predicted source article.

Automated search and presentation computing system

A method implements calibrated risk scoring and sampling. Features are extracted from a record. A risk score, associated with the record, is generated from the features using a machine learning model. The record is mapped to a risk bucket using the risk score. The risk bucket may include multiple risk bucket records. The record is selected from the risk bucket records with a sampling threshold corresponding to the risk bucket. A form prepopulated with values from the record is presented to a client device.

Calibrated risk scoring and sampling

A processor may receive a call transcript including text and form a text string including at least a portion of the text. The processor may generate a situation description of the call transcript, which may comprise processing the text string using a transformer-based machine learning model. The processor may generate a trouble description of the call transcript, which may comprise creating a sentence embedding of the situation description, creating sentence embeddings for a plurality of utterances within the portion of the text, determining respective similarities between the sentence embedding of the situation description and each of the sentence embeddings for each respective one of the plurality of utterances, and selecting at least one of the plurality of utterances having at least one highest determined respective similarity as the trouble description. The processor may store a call summary comprising the situation description and the trouble description in a non-transitory memory.

Methods and systems for automatic call data generation

Aspects of the present disclosure provide techniques for improved automated parsing and display of electronic documents. Embodiments include identifying a set of topics in a first electronic document based on one or more rules related to one or more keywords in the first electronic document. Embodiments include providing one or more inputs to a machine learning model based on the set of topics and a second electronic document related to the first electronic document. Embodiments include receiving, from the machine learning model in response to the one or more inputs, one or more outputs related to formatting the second electronic document for display. Embodiments include generating a formatted version of the first electronic document based on the set of topics and generating a formatted version of the second electronic document based on the one or more outputs.

Framework agnostic summarization of multi-channel communication

A computer-implemented system and method for predicting and flagging an anomaly entered in a digital form. A server computing device classifies a plurality of data fields of the digital form to identify a set of non-zero value data fields; and obtains an anomaly detection model comprising a statistical tree structure associated with the data field of the digital form. The server computing device receives datasets including a target value of a data field and values of a set of cohorting data features; traverses a statistical tree structure of the anomaly detection model with the target dataset to form a set of target cohorts to determine a target statistic value for the data field; flags the data field value of the target dataset as an anomaly item; and generates one or more confidence scores for a runtime prediction based on one or more variance changes for the data field.

Method and system of automatically predicting anomalies in online forms

Systems and methods may be used to generate and use intent predictions to enhance user experience. The intent predictions may describe the data required to resolve a user request included in a user input (e.g., question, search query, and the like) submitted by a user. The intent predictions may be generated using a machine learning model that comprises a model framework for extracting features and classifying user inputs into intent classes based on the extracted features. The intent predictions may be integrated into an information service to improve business metrics including contact rate, transfer rate, helpful rate, and net total promoter score.

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San Diego, CA, United States of America

Zhewen Fan