The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 03, 2022
Filed:
Jul. 29, 2021
Applicant:
Intuit Inc., Mountain View, CA (US);
Inventors:
Prarit Lamba, San Diego, CA (US);
Clifford Green, San Diego, CA (US);
Assignee:
INTUIT INC., Mountain View, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); G06F 40/20 (2020.01); G06K 9/00 (2006.01); H04M 3/51 (2006.01); G06K 9/62 (2022.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); G06F 40/20 (2020.01); G06K 9/00442 (2013.01); G06K 9/6256 (2013.01); G06K 9/6263 (2013.01); H04M 3/5191 (2013.01); H04M 3/5235 (2013.01); H04M 3/5238 (2013.01);
Abstract
Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.