System, method, and computer program for automatic management of intent classification

• US 10,068,567 B1
• Filed: 12/29/2016
• Issued: 09/04/2018
• Est. Priority Date: 12/29/2016
• Status: Active Grant

• Current Assignee: Amdocs Development Limited (Amdocs Ltd.)
• Original Assignee: Amdocs Development Limited (Amdocs Ltd.)
• Inventors: Hermush, Yosef Asaf, Paran, Eran Yosef, Bahar, Liat Taub, Chehanowitz, Sarit, Lev, Tsvi Haim, Ur, Shmuel
• Primary Examiner(s): Neway, Samuel G
• Application Number:
  US15/394,674
• Time in Patent Office: 614 Days
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G10L 15/063 Training
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A system, method, and computer program product are provided for automatic management of intent classification. In operation, an intent classification system identifies a conversation including a plurality of utterances for which to identify intent of a user associated with the plurality of utterances. The intent classification system identifies one or more actions performed in association with the plurality of utterances. Further, the intent classification system correlates at least one of the one or more actions to at least one of the plurality of utterances based on which of the one or more actions were performed as a result of the plurality of utterances. The intent classification system automatically determines an intent of the user based on the correlation of the at least one of the one or more actions to the at least one of the plurality of utterances. Additionally, the intent classification system stores an indication of the intent based on the at least one of the plurality of utterances. Moreover, the intent classification system associates one or more specific actions with the indication of intent such that subsequent utterances are capable of being used by the intent classification system to automatically identify an intent of one or more users and to automatically identify specific actions that should be performed based on the automatically identified intent of the one or more users.

Claims

1. A computer program product embodied on a non-transitory computer readable medium, comprising computer code for:

identifying, by an intent classification system, a recorded conversation including a plurality of utterances of a user during a call made by the user to a customer service representative (CSR);

identifying, by the intent classification system, one or more actions performed by the CSR as a result of the utterances;

correlating, by the intent classification system, at least one of the one or more actions to at least one of the plurality of utterances using a time stamp of the at least one of the one or more actions and a time stamp of the at least one of the plurality of utterances;

identifying data describing the user;

correlating the data describing the user to the at least one of the plurality of utterances;

automatically determining, by the intent classification system, an intent of the user based on the at least one of the one or more actions that are correlated to the at least one of the plurality of utterances and based on the data describing the user that is correlated to the at least one of the plurality of utterances, the intent of the user being at least one reason for the call made by the user to the CSR;

storing, by the intent classification system, an indication of the intent based on the at least one of the plurality of utterances; and

generating, by the intent classification system, a new business process that includes the at least one of the one or more actions;

associating, by the intent classification system, the new business process with the indication of intent;

identifying, by the intent classification system, a subsequent utterance of an additional user during a call made by the additional user to the CSR;

using, by the intent classification system, the subsequent utterance to automatically identify an intent of the additional user as being the at least one reason for the call made by the user to the CSR; and

performing the new business process responsive to automatically identifying the intent of the additional user.

2. The computer program product of claim 1, wherein the conversation including the plurality of utterances includes a verbal conversation that has been converted into text transcripts.

3. The computer program product of claim 1, wherein the one or more actions performed are logged in a manner that correlates to corresponding portions of the plurality of utterances.

4. The computer program product of claim 1, wherein the one or more actions include portions of a business process.

5. The computer program product of claim 1, wherein the one or more actions include a business process.

6. The computer program product of claim 1, wherein the one or more actions include a plurality of business processes.

7. The computer program product of claim 1, wherein the data describing the user includes one or more of:

a location associated with the user, a gender associated with the user, a profile associated with the user, or an age associated with the user.

10. The computer program product of claim 1, wherein the one or more actions performed by the CSR as a result of the utterances include an existing business process completed only in part by the CSR, and wherein the new business process is the part of the existing business process completed CSR.

11. The computer program product of claim 1, wherein the one or more actions performed by the CSR as a result of the utterances include multiple nested processes, and wherein the new business process is the multiple nested processes.

8. A method, comprising:

identifying, by an intent classification system, a recorded conversation including a plurality of utterances of a user during a call made by the user to a customer service representative (CSR);

identifying, by the intent classification system, one or more actions performed by the CSR as a result of the utterances;

correlating, by the intent classification system, at least one of the one or more actions to at least one of the plurality of utterances using a time stamp of the at least one of the one or more actions and a time stamp of the at least one of the plurality of utterances;

identifying data describing the user;

correlating the data describing the user to the at least one of the plurality of utterances;

automatically determining, by the intent classification system, an intent of the user based on the at least one of the one or more actions that are correlated to the at least one of the plurality of utterances and based on the data describing the user that is correlated to the at least one of the plurality of utterances, the intent of the user being at least one reason for the call made by the user to the CSR;

storing, by the intent classification system, an indication of the intent based on the at least one of the plurality of utterances; and

generating, by the intent classification system, a new business process that includes the at least one of the one or more actions;

associating, by the intent classification system, the new business process with the indication of intent;

identifying, by the intent classification system, a subsequent utterance of an additional user during a call made by the additional user to the CSR;

using, by the intent classification system, the subsequent utterance to automatically identify an intent of the additional user as being the at least one reason for the call made by the user to the CSR; and

performing the new business process responsive to automatically identifying the intent of the additional user.

9. An intent classification system comprising one or more processors operable for:

identifying, by the intent classification system, a recorded conversation including a plurality of utterances of a user during a call made by the user to a customer service representative (CSR);

identifying, by the intent classification system, one or more actions performed in by the CSR as a result of the utterances;

correlating, by the intent classification system, at least one of the one or more actions to at least one of the plurality of utterances using a time stamp of the at least one of the one or more actions and a time stamp of the at least one of the plurality of utterances;

identifying data describing the user;

correlating the data describing the user to the at least one of the plurality of utterances;

automatically determining, by the intent classification system, an intent of the user based on the at least one of the one or more actions that are correlated to the at least one of the plurality of utterances and based on the data describing the user that is correlated to the at least one of the plurality of utterances, the intent of the user being at least one reason for the call made by the user to the CSR;

storing, by the intent classification system, an indication of the intent based on the at least one of the plurality of utterances; and

generating, by the intent classification system, a new business process that includes the at least one of the one or more actions;

associating, by the intent classification system, the new business process with the indication of intent;

identifying, by the intent classification system, a subsequent utterance of an additional user during a call made by the additional user to the CSR;

using, by the intent classification system, the subsequent utterance to automatically identify an intent of the additional user as being the at least one reason for the call made by the user to the CSR; and

performing the new business process responsive to automatically identifying the intent of the additional user.