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:
Jul. 09, 2024
Filed:
Oct. 13, 2021
Fmr Llc, Boston, MA (US);
FMR LLC, Boston, MA (US);
Abstract
Methods and apparatuses are described for automated analysis of customer interaction text to generate customer intent information and a hierarchy of customer issues. A server captures computer text segments including a first portion comprising a transcript of an interaction and a second portion comprising notes about the interaction. The server generates interaction embeddings corresponding to the first portion of the computer text segment for a trained neural network. The server executes the neural network using the interaction embeddings to generate an interaction summary for each computer text segment. The server converts each interaction summary into a multidimensional vector and aggregates the multidimensional vectors into clusters based upon a similarity measure. The server aligns the clusters of vectors with attributes of the interaction summaries to generate a hierarchical mapping of customer issues.