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Determining product categories by mining interaction data in chat transcripts

  • US 9,460,455 B2
  • Filed: 12/31/2013
  • Issued: 10/04/2016
  • Est. Priority Date: 01/04/2013
  • Status: Active Grant
First Claim
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1. A computer-implemented method for performing analysis of a user'"'"'s interactions, the method comprising:

  • providing a processor configured for text mining customer interaction data received via one or more user communication channels to establish abstract product categories;

    said processor configured for obtaining a query made by the user during a live chat communication with an agent;

    said processor configured for extracting keywords from the query that describe a product or a product attribute;

    said processor configured for mapping said keywords to one or more of the abstract product categories based on semantic relatedness between the keywords and the abstract product categories;

    said processor configured for inferring the user'"'"'s intent based on the one or more abstract product categories;

    said processor configured for recommending at least one offer for the user based on the one or more abstract product categories and the user'"'"'s intent; and

    said processor configured for updating the abstract product categories in real time as new customer interaction data is received via the one or more user communication channels.

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