US 12,002,454 B2
Method and apparatus for intent recognition and intent prediction based upon user interaction and behavior
Sergey A. Razin, Columbia, SC (US); Robert S. Cooper, Irmo, SC (US); Rick Ulmer, Columbia, SC (US); and Tom Hanson, Columbia, SC (US)
Assigned to Swampfox Technologies, Inc., Columbia, SC (US)
Filed by SWAMPFOX TECHNOLOGIES, INC., Columbia, SC (US)
Filed on Dec. 18, 2020, as Appl. No. 17/126,703.
Claims priority of provisional application 62/951,497, filed on Dec. 20, 2019.
Prior Publication US 2021/0193124 A1, Jun. 24, 2021
Int. Cl. G10L 15/00 (2013.01); G10L 15/06 (2013.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); G10L 15/30 (2013.01); G10L 15/02 (2006.01); G10L 15/183 (2013.01)
CPC G10L 15/18 (2013.01) [G10L 15/063 (2013.01); G10L 15/22 (2013.01); G10L 15/30 (2013.01); G10L 15/02 (2013.01); G10L 15/1822 (2013.01); G10L 15/183 (2013.01); G10L 2015/225 (2013.01)] 14 Claims
OG exemplary drawing
 
1. In a contact center apparatus, a method for recognizing user intent associated with user interaction with the contact center apparatus, comprising:
receiving user interaction data;
performing a feature extraction process on the user interaction data to generate feature data;
performing an intent extraction operation on the feature data to extract topics included with the feature data;
executing a classification engine on the topics extracted from the feature data to classify a user intent associated with the user interaction data;
performing an intent prediction operation on the user interaction data to generate an intent prediction, comprising:
transforming the user interaction data into a prediction vector having the format <date/time/season, locality of the user, number of users for intent in a queue, de-queue rate, external source information, user information>;
providing the prediction vector and a prediction model to a framework; and
receiving the intent prediction and a confidence score from the framework based upon the prediction vector and the prediction model;
generating a next best action based upon the intent prediction and a confidence score, the next best action configured as an automated action performed by the contact center apparatus to act on the intent prediction, the next best action including an advertisement directed toward the user; and
providing the next best action to the user.