METHOD AND APPARATUS FOR FACILITATING CUSTOMER INTENT PREDICTION
First Claim
1. A computer-implemented method, comprising:
- receiving, by a processor, natural language communication provided by a customer on at least one enterprise related interaction channel;
when the natural language communication comprises one or more non-textual portions, converting, by the processor, the one or more non-textual portions to a text form to generate textual data corresponding to the natural language communication, the processor using textual content associated with the natural language communication to configure the textual data when the natural language communication does not comprise non-textual portions;
performing, by the processor, at least one processing operation on the textual data to generate normalized text corresponding to the natural language communication, the processor configuring the normalized text to facilitate interpretation of the natural language communication provided by the customer;
predicting, by the processor, at least one intention of the customer, at least in part, based on the normalized text corresponding to the natural language communication; and
causing, by the processor, a provisioning of a reply to the customer based on the at least one intention, the reply provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication.
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Accused Products
Abstract
A computer-implemented method and an apparatus facilitate customer intent prediction. The method includes receiving natural language communication provided by a customer on at least one enterprise related interaction channel. Textual data corresponding to the natural language communication is generated by converting one or more non-textual portions in the natural language communication to a text form. One or more processing operations are performed on the textual data to generate normalized text. The normalized text is configured to facilitate interpretation of the natural language communication. At least one intention of the customer is predicted, at least in part, based on the normalized text and a reply is provisioned to the customer based on the predicted intention. The reply is provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication.
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Citations
34 Claims
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1. A computer-implemented method, comprising:
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receiving, by a processor, natural language communication provided by a customer on at least one enterprise related interaction channel; when the natural language communication comprises one or more non-textual portions, converting, by the processor, the one or more non-textual portions to a text form to generate textual data corresponding to the natural language communication, the processor using textual content associated with the natural language communication to configure the textual data when the natural language communication does not comprise non-textual portions; performing, by the processor, at least one processing operation on the textual data to generate normalized text corresponding to the natural language communication, the processor configuring the normalized text to facilitate interpretation of the natural language communication provided by the customer; predicting, by the processor, at least one intention of the customer, at least in part, based on the normalized text corresponding to the natural language communication; and causing, by the processor, a provisioning of a reply to the customer based on the at least one intention, the reply provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. An apparatus, comprising:
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at least one processor; and a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to; receive natural language communication provided by a customer on at least one enterprise related interaction channel; when the natural language communication comprises one or more non-textual portions, convert the one or more non-textual portions to a text form to generate textual data corresponding to the natural language communication, wherein textual content associated with the natural language communication is used to configure the textual data when the natural language communication does not comprise non-textual portions; perform at least one processing operation on the textual data to generate normalized text corresponding to the natural language communication, the normalized text facilitating interpretation of the natural language communication provided by the customer; predict at least one intention of the customer, at least in part, based on the normalized text corresponding to the natural language communication; and cause a provisioning of a reply to the customer based on the at least one intention, the reply provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. An apparatus, comprising:
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at least one communication interface configured to receive natural language communication provided by a customer on at least one enterprise related interaction channel; a textual data generator configured to convert one or more non-textual portions to a text form to generate textual data corresponding to the natural language communication if the natural language communication comprises one or more non-textual portions, wherein textual content associated with the natural language communication configures the textual data if the natural language communication does not comprise non-textual portions; a normalization module configured to perform at least one processing operation on the textual data to generate normalized text corresponding to the natural language communication, the normalized text configured to facilitate interpretation of the natural language communication provided by the customer; and a prediction module configured to predict at least one intention of the customer, at least in part, based on the normalized text corresponding to the natural language communication, wherein the at least one communication interface is caused to provision a reply to the customer based on the at least one intention, the reply provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication. - View Dependent Claims (31, 32, 33, 34)
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Specification