Automatically suggesting resources for responding to a request
First Claim
1. A computer-implemented method for suggesting a resource to a second user in responding to a first user, the method comprising:
- obtaining a plurality of resource feature vectors for a plurality of resources, wherein each resource feature vector is computed from text of a corresponding resource;
receiving first text of a first message between the first user and the second user;
generating a first conversation feature vector by processing the first text of the first message with a neural network, wherein the neural network is configured to process text of a conversation to compute a conversation feature vector that is close to resource feature vectors of resources that are relevant to the conversation;
computing a plurality of scores, wherein in each score is computed by comparing the first conversation feature vector to a resource feature vector of the plurality of resource feature vectors, and wherein the plurality of scores comprises a first score computed for a first resource by comparing the conversation feature vector to a first resource feature vector for the first resource;
selecting the first resource from the plurality of resources using the plurality of scores; and
causing the first resource to be presented to the second user.
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Accused Products
Abstract
A user may respond to a request of another user by entering text, such as a customer service representative responding to a customer. Suggestions of resources may be provided to the responding user to assist the responding user in providing a response. For example, a resource may provide information to the responding user or allow the responding user to perform an action. Previous messages between the two users and other information may be used to select a resource. A conversation feature vector may be determined from previous messages, and feature vectors may be determined from the resources. The conversation feature vector and the feature vectors determined from the resource may be used to select a resource to suggest to the responding user.
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Citations
21 Claims
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1. A computer-implemented method for suggesting a resource to a second user in responding to a first user, the method comprising:
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obtaining a plurality of resource feature vectors for a plurality of resources, wherein each resource feature vector is computed from text of a corresponding resource; receiving first text of a first message between the first user and the second user; generating a first conversation feature vector by processing the first text of the first message with a neural network, wherein the neural network is configured to process text of a conversation to compute a conversation feature vector that is close to resource feature vectors of resources that are relevant to the conversation; computing a plurality of scores, wherein in each score is computed by comparing the first conversation feature vector to a resource feature vector of the plurality of resource feature vectors, and wherein the plurality of scores comprises a first score computed for a first resource by comparing the conversation feature vector to a first resource feature vector for the first resource; selecting the first resource from the plurality of resources using the plurality of scores; and causing the first resource to be presented to the second user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for suggesting a resource to a second user in responding to a first user, the system comprising:
at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to; obtain a plurality of resource feature vectors for a plurality of resources, wherein each resource feature vector is computed from text of a corresponding resource; receive first text of a first message between the first user and the second user; generate a first conversation feature vector by processing the first text of the first message with a neural network, wherein the neural network is configured to process text of a conversation to compute a conversation feature vector that is close to resource feature vectors of resources that are relevant to the conversation; compute a plurality of scores, wherein in each score is computed by comparing the first conversation feature vector to a resource feature vector of the plurality of resource feature vectors, and wherein the plurality of scores comprises a first score computed for a first resource by comparing the conversation feature vector to a first resource feature vector for the first resource; select the first resource from the plurality of resources using the plurality of scores; and cause the first resource to be presented to the second user. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. One or more non-transitory computer-readable media comprising computer executable instructions that, when executed, cause at least one processor to perform actions comprising:
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obtaining a plurality of resource feature vectors for a plurality of resources, wherein each resource feature vector is computed from text of a corresponding resource; receiving first text of a first message between a first user and a second user; generating a first conversation feature vector by processing the first text of the first message with a neural network, wherein the neural network is configured to process text of a conversation to compute a conversation feature vector that is close to resource feature vectors of resources that are relevant to the conversation; computing a plurality of scores, wherein in each score is computed by comparing the first conversation feature vector to a resource feature vector of the plurality of resource feature vectors, and wherein the plurality of scores comprises a first score computed for a first resource by comparing the conversation feature vector to a first resource feature vector for the first resource; selecting the first resource from the plurality of resources using the plurality of scores; and causing the first resource to be presented to the second user. - View Dependent Claims (18, 19, 20, 21)
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Specification