Method and apparatus of processing user text input information
First Claim
1. A method of processing a text message from a mobile station at a third party provider via text messaging, the method comprising:
- receiving the text message from the mobile station via a receiver of a computing device, wherein the text message comprises a transaction request from a user;
parsing the message, via a processor of the computing device, and performing a natural language interpretation of the message to identify at least one emotion related keyword or phrase included in the message;
processing the parsed message, via the processor, to determine the user'"'"'s requested objective from the transaction request;
assigning an emotion status to the message, via the processor, based on the identified at least one emotion related keyword or phrase;
generating a response to the message based on the user'"'"'s requested objective and the assigned emotion status, wherein the response comprises a pre-defined return text message acknowledging the user'"'"'s requested objective corresponding to the transaction and an incentive based on the assigned emotional status;
if a confidence of the generated response exceeds a threshold sending the response to themobile station, via a transmitter of the computing device, andotherwise sending the response to a live agent for correction, sending the corrected response to the mobile station and storing the corrected response as the pre-defined return text message.
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Accused Products
Abstract
A method and apparatus of processing communications with a mobile station are disclosed. One example method may include receiving a message from the mobile station and processing the message by parsing the message and performing a natural language interpretation of the message and processing the parsed message to determine the user'"'"'s requested objective. In response, the method may further provide generating a response to the message based on the user'"'"'s requested objective and sending the response to the mobile station acknowledging the user'"'"'s requested objective. Live agents may be notified to check the status of a message and continually override automated message responses to ensure the integrity of the responses.
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Citations
20 Claims
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1. A method of processing a text message from a mobile station at a third party provider via text messaging, the method comprising:
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receiving the text message from the mobile station via a receiver of a computing device, wherein the text message comprises a transaction request from a user; parsing the message, via a processor of the computing device, and performing a natural language interpretation of the message to identify at least one emotion related keyword or phrase included in the message; processing the parsed message, via the processor, to determine the user'"'"'s requested objective from the transaction request; assigning an emotion status to the message, via the processor, based on the identified at least one emotion related keyword or phrase; generating a response to the message based on the user'"'"'s requested objective and the assigned emotion status, wherein the response comprises a pre-defined return text message acknowledging the user'"'"'s requested objective corresponding to the transaction and an incentive based on the assigned emotional status; if a confidence of the generated response exceeds a threshold sending the response to the mobile station, via a transmitter of the computing device, and otherwise sending the response to a live agent for correction, sending the corrected response to the mobile station and storing the corrected response as the pre-defined return text message. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus configured to process a text message from a mobile station at a third party provider via text messaging, the apparatus comprising:
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a receiver configured to receive the text message from the mobile station, wherein the text message comprises a transaction request from a user; a processor configured to parse the message, perform a natural language interpretation of the message to identify at least one emotion related keyword or phrase included in the message, process the parsed message to determine the user'"'"'s requested objective from the transaction request and to assign an emotion status to the message based on the identified at least one emotion related keyword or phrase, and generate a response to the message based on the user'"'"'s requested objective and the assigned emotion status, wherein the response comprises a pre-defined return text message acknowledging the user'"'"'s requested objective corresponding to the transaction and an incentive based on the assigned emotional status; and a transmitter configured to send the response to the mobile station if a confidence of the generated response exceeds a threshold; and otherwise send the response to a live agent for correction, send the corrected response to the mobile station and store the corrected response as the pre-defined return text message. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to process a text message from a mobile station at a third party provider via text messaging, the processor being further configured to perform:
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receiving the text message from the mobile station, wherein the text message comprises a transaction request from a user; parsing the message and performing a natural language interpretation of the message to identify at least one emotion related keyword or phrase included in the message; processing the parsed message to determine the user'"'"'s requested objective from the transaction request; assigning an emotion status to the message based on the identified at least one emotion related keyword or phrase; generating a response to the message based on the user'"'"'s requested objective and the assigned emotion status, wherein the response comprises a pre-defined return text message acknowledging the user'"'"'s requested objective corresponding to the transaction and an incentive based on the assigned emotional status; if a confidence of the generated response exceeds a threshold sending the response to the mobile station, via a transmitter of the computing device, and otherwise forwarding the response to a live agent for correction, sending the corrected response to the mobile station and storing the corrected response as the pre-defined return text message. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification