US 12,260,415 B2
Auditing user feedback data
Juan Jose Cardona De Leon, Guatemala (GT); and Ramiro Asturias Pena, Guatemala (GT)
Assigned to PAYPAL, INC., San Jose, CA (US)
Filed by PAYPAL, INC., San Jose, CA (US)
Filed on Nov. 15, 2022, as Appl. No. 18/055,556.
Prior Publication US 2024/0161123 A1, May 16, 2024
Int. Cl. G06Q 30/016 (2023.01); G06F 16/35 (2019.01); G06F 40/30 (2020.01)
CPC G06Q 30/016 (2013.01) [G06F 16/35 (2019.01); G06F 40/30 (2020.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
one or more hardware processors; and
a non-transitory memory having stored therein instructions that are executable by the one or more hardware processors to cause the system to perform operations comprising:
accessing user feedback data corresponding to user communications received via at least one customer service interface of a service provider, the user feedback data including a first set of feedback categories associated with a first classification of the user communications;
generating a first feature representation of the user communications from the user feedback data, the first feature representation including a first set of textual data features extracted from the user communications;
generating, using a first machine learning model, a second feature representation of the user communications from the first feature representation, the second feature representation including a second set of textual data features extracted from the user communications, and the second set of textual data features including semantic equivalents of the first set of textual data features;
training a second machine learning model with the second feature representation generated from the first machine learning model; and
generating, using the trained second machine learning model, a second classification of the user communications according to a second set of feedback categories.