Systems and methods of natural language processing to rank users of real time communications connections
First Claim
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1. A method, comprising:
- providing a connection server configured to establish real time communication connections between telephonic devices, wherein;
the connection server is coupled with a data store storing;
communication references of a first set of telephonic devices registered in the data store, andinformation about first users of the first set of telephonic devices;
wherein in response to requests received from second users of a second set of telephonic devices identifying selected ones of the first users, the connection server establishes communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users based on communication references in the data store;
generating, by a computing apparatus, transcripts of communications over the communication connections established by the connection server between the second users and the selected ones of the first users;
storing, in the data store, communication records of the communication connections established by the connection server;
performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors;
generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score; and
after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users;
generating, by the computing apparatus, a transcript of a communication between the user and the selected ones of the first users;
performing, by the computing apparatus, natural language processing on the transcript of the communication to generate first input vectors; and
applying, by the computing apparatus, the first input vectors in the predictive model of ranking score to generate a ranking score of the user.
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Abstract
A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.
48 Citations
20 Claims
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1. A method, comprising:
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providing a connection server configured to establish real time communication connections between telephonic devices, wherein; the connection server is coupled with a data store storing; communication references of a first set of telephonic devices registered in the data store, and information about first users of the first set of telephonic devices; wherein in response to requests received from second users of a second set of telephonic devices identifying selected ones of the first users, the connection server establishes communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users based on communication references in the data store; generating, by a computing apparatus, transcripts of communications over the communication connections established by the connection server between the second users and the selected ones of the first users; storing, in the data store, communication records of the communication connections established by the connection server; performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors; generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score; and after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users; generating, by the computing apparatus, a transcript of a communication between the user and the selected ones of the first users; performing, by the computing apparatus, natural language processing on the transcript of the communication to generate first input vectors; and applying, by the computing apparatus, the first input vectors in the predictive model of ranking score to generate a ranking score of the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A non-transitory computer storage medium storing instructions configured to instruct a computing device to perform a method, the method comprising:
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providing a connection server configured to establish real time communication connections between telephonic devices, wherein; the connection server is coupled with a data store storing; communication references of a first set of telephonic devices registered in the data store, and information about first users of the first set of telephonic devices; wherein in response to requests received from second users of a second set of telephonic devices identifying selected ones of the first users, the connection server establishes communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users based on communication references in the data store; generating, by a computing apparatus, transcripts of communications over the communication connections established by the connection server between the second users and the selected ones of the first users; storing, in the data store, communication records of the communication connections established by the connection server; performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors; generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score; and after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users; generating, by the computing apparatus, a transcript of a communication between the user and the selected ones of the first users; performing, by the computing apparatus, natural language processing on the transcript of the communication to generate first input vectors; and applying, by the computing apparatus, the first input vectors in the predictive model of ranking score to generate a ranking score of the user.
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13. A computing system, comprising:
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a connection server configured to establish real time communication connections between telephonic devices, wherein; the connection server is coupled with a data store storing; communication references of a first set of telephonic devices registered in the data store, and information about first users of the first set of telephonic devices; wherein in response to requests received from second users of a second set of telephonic devices identifying selected ones of the first users, the connection server establishes communication connections between respective telephonic devices of the second users and respective telephonic devices of the selected ones of the first users based on communication references in the data store; a computing apparatus having a processor and a memory storing instructions configured to instruct the computing apparatus to perform a method comprising; generating transcripts of communications over the communication connections established by the connection server between the second users and the selected ones of the first users; storing, in the data store, communication records of the communication connections established by the connection server; performing, by the computing apparatus, natural language processing on the transcripts to generate input vectors; generating, by the computing apparatus, ranking scores of the second users from the communication records, wherein the input vectors are correlated with the ranking scores to establish a predictive model of ranking score; and after the connection server provides a communication connection between a telephonic device of a user and a telephonic device of a selected ones of the first users; generating a transcript of a communication between the user and the selected ones of the first users; performing natural language processing on the transcript of the communication to generate first input vectors; and applying the first input vectors in the predictive model of ranking score to generate a ranking score of the user. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification