US 11,809,456 B2
Incremental clustering
Amritendu Mondal, Chennai (IN); and Tarkeshwar Thakur, Bangalore (IN)
Assigned to Freshworks Inc., San Mateo, CA (US)
Filed by Freshworks, Inc., San Mateo, CA (US)
Filed on Jun. 22, 2022, as Appl. No. 17/846,949.
Application 17/846,949 is a continuation of application No. 16/854,407, filed on Apr. 21, 2020.
Prior Publication US 2022/0318276 A1, Oct. 6, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 16/28 (2019.01); G06F 9/54 (2006.01); G06N 20/00 (2019.01)
CPC G06F 16/285 (2019.01) [G06F 9/546 (2013.01); G06N 20/00 (2019.01)] 18 Claims
OG exemplary drawing
 
1. A computer-implemented method for clustering incoming messages, comprising:
receiving, by a machine learning (ML) engine, an incoming message from an application programming interface (API) server;
scanning, by the ML engine, a plurality of clusters for one or more messages having similar attributes or features to that of the incoming message;
identifying, by a clustering engine, a cluster from the plurality of clusters, wherein the identified cluster comprises the one or more messages similar to that of the incoming message;
receiving, by the clustering engine, positive or negative feedback from an agent;
depending on the feedback, marking, by the clustering agent, the incoming message as being mapped, or determining if the cluster being predicted has been predicted a predetermined number of times prior to receiving the negative feedback; and
creating, by the clustering engine, a new cluster and assigning the incoming message to the new cluster when the cluster is predicted for the predetermined number of times.