US 12,321,373 B2
Search tool for identifying and sizing customer issues through interaction summaries and call transcripts
Deepak Ramamohan, Karnataka (IN); and Joydeep Dasgupta, Bangalore (IN)
Assigned to Capital One Services, LLC., McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Oct. 20, 2022, as Appl. No. 17/970,019.
Prior Publication US 2023/0385316 A1, Nov. 30, 2023
Int. Cl. G06F 16/334 (2025.01); G06F 16/31 (2019.01)
CPC G06F 16/3344 (2019.01) [G06F 16/313 (2019.01); G06F 16/316 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A method performed by a processor of a computing device, the method comprising:
receiving a query, the query containing one or more terms;
processing a corpus of documents with the processor to determine how relevant the documents are to the query, wherein:
the processing comprises scoring the documents in the corpus with the processor for relevance and the scoring includes multiplying at least values of a sparse document matrix, a similarity matrix, and a query vector,
each entry in the sparse document matrix holds a contribution value of an associated term in an associated one of the documents in the corpus,
the similarity matrix holds values indicating a degree of similarity between term pairs; and
the query vector holds values for terms in the query;
sorting the documents in the corpus with the processor by scores assigned by the scoring; and
responsive to the query, generating output, based on the sorting, identifying best scoring ones of the documents.