Maintaining quality of customer support messages
First Claim
1. A computer-implemented method for modifying a customer service message, the method comprising:
- receiving words of an input message from a customer service representative, the input message comprising a message for a customer;
obtaining a word embedding vector for each of the words of the input message, wherein a word embedding vector represents a corresponding word of the input message in a vector space;
computing a character feature vector for each of the words of the input message, wherein a first character feature vector for a first word is computed by;
obtaining a representation of each character of the first word, andsequentially processing the representations of the characters of the first word with a character neural network;
creating an input vector for each of the words of the input message, wherein creating a first input vector for the first word comprises combining;
a first word embedding vector for the first word, andthe first character feature vector for the first word;
computing a message encoding vector by sequentially processing the input vectors for the words of the input message with an encoding neural network;
generating a modified message with a decoding neural network, wherein generating the modified message comprises generating words of the modified message sequentially, and wherein the message encoding vector is an input to the decoding neural network; and
transmitting the modified message to the customer as a replacement for the input message.
1 Assignment
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Accused Products
Abstract
A company may desire to maintain a quality level for messages sent by customer service representatives to customers. The company may receive a message input by a customer service representative, modify the message with one or more neural networks, and transmit the modified message to a customer. To modify a message, an input vector may be created for each word of the message where the input vector is created using a word embedding of the word and a feature vector that represents the characters of the word. The input vectors for the words of the message may be sequentially processed with an encoding neural network to compute a message encoding vector that represents the message. The message encoding vector may then be processed by a decoding neural network to sequentially generate the words of a modified message. The modified message may then be transmitted to the customer.
178 Citations
21 Claims
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1. A computer-implemented method for modifying a customer service message, the method comprising:
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receiving words of an input message from a customer service representative, the input message comprising a message for a customer; obtaining a word embedding vector for each of the words of the input message, wherein a word embedding vector represents a corresponding word of the input message in a vector space; computing a character feature vector for each of the words of the input message, wherein a first character feature vector for a first word is computed by; obtaining a representation of each character of the first word, and sequentially processing the representations of the characters of the first word with a character neural network; creating an input vector for each of the words of the input message, wherein creating a first input vector for the first word comprises combining; a first word embedding vector for the first word, and the first character feature vector for the first word; computing a message encoding vector by sequentially processing the input vectors for the words of the input message with an encoding neural network; generating a modified message with a decoding neural network, wherein generating the modified message comprises generating words of the modified message sequentially, and wherein the message encoding vector is an input to the decoding neural network; and transmitting the modified message to the customer as a replacement for the input message. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for modifying a customer service message, the system comprising:
at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to; receive words of an input message provided by a customer service representative, the input message comprising a message for a customer; obtain a word embedding vector for each of the words of the input message, wherein each word embedding vector represents a corresponding word in a vector space; compute a character feature vector for each of the words of the input message, wherein computing a first character feature vector for a first word comprises obtaining representations of individual characters of the first word and processing the representations of the individual characters of the first word with a character neural network; create an input vector for each of the words of the input message, wherein creating a first input vector for the first word comprises combining a first word embedding vector for the first word and the first character feature vector for the first word; compute a message encoding vector by sequentially processing the input vectors for the words of the input message with an encoding neural network; generate a modified message with a decoding neural network, wherein generating the modified message comprises generating words of the modified message sequentially, and wherein the message encoding vector is an input to the decoding neural network; and cause the modified message to be transmitted to the customer as a replacement for the input message. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. One or more non-transitory computer-readable media comprising computer executable instructions that, when executed, cause at least one processor to perform actions comprising:
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receiving words of an input message entered by a customer service representative, the input message comprising a message for a customer; obtaining a word embedding vector for each of the words of the input message, wherein each word embedding vector represents a corresponding word in a vector space; computing a character feature vector for each of the words of the input message, wherein computing a first character feature vector for a first word comprises sequentially processing characters of the first word with a character neural network; creating an input vector for each of the words of the input message, wherein creating a first input vector for the first word comprises combining a first word embedding vector for the first word and the first character feature vector for the first word; computing a message encoding vector by sequentially processing the input vectors for the words of the input message with an encoding neural network; generating a modified message with a decoding neural network, wherein generating the modified message comprises generating words of the modified message sequentially, and wherein the message encoding vector is an input to the decoding neural network; and causing the modified message to be transmitted to the customer as a replacement for the input message. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification