Determining product categories by mining interaction data in chat transcripts
First Claim
Patent Images
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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Abstract
The propensity and intent of a user to make a purchase is predicted based on product search queries and chat streams. The contents of the data sources, including search queries and chat streams, are analyzed for product names and product attributes. The results of the analyses are used to predict user needs. Product names and attributes are extracted from the data sources. The extracted information is mapped onto abstract product categories. Based on the abstract product categories, offers for products and services are made to the user.
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Citations
21 Claims
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1. A computer-implemented method for performing analysis of a user'"'"'s interactions, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An apparatus for performing analysis of a user'"'"'s interactions, the apparatus comprising:
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a processor; and a memory that includes instructions, which, when executed by the processor, cause the processor to; text mine customer interaction data received via one or more communication channels to establish abstract product categories; obtain a query made by a user during a live chat communication with an agent; extract keywords from the query that describe a product or a product attribute; map said keywords to one or more of the abstract product categories based on semantic relatedness between the keywords and the abstract product categories; infer the user'"'"'s intent based on the one or more abstract product categories; recommend at least one offer for the user based on the one or more abstract product categories and the user'"'"'s intent; and update the abstract product categories in real time as new customer interaction data is received via the one or more communication channels.
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Specification