US 12,014,379 B2
Automating communications using an intent classifier
Jason Shaev, New York, NY (US); Vicky Sehrawat, New York, NY (US); Rachel Knaster, New York, NY (US); Shang Wei Wang, Astoria, NY (US); and Gustavo Sapoznik, Miami, FL (US)
Assigned to ASAPP, INC., New York, NY (US)
Filed by ASAPP, INC., New York, NY (US)
Filed on Oct. 9, 2019, as Appl. No. 16/597,483.
Application 16/597,483 is a continuation of application No. 16/189,536, filed on Nov. 13, 2018, granted, now 10,497,004.
Application 16/189,536 is a continuation in part of application No. 15/836,110, filed on Dec. 8, 2017, abandoned.
Prior Publication US 2020/0043015 A1, Feb. 6, 2020
Int. Cl. G06Q 10/00 (2023.01); G06F 40/216 (2020.01); G06F 40/284 (2020.01); G06F 40/30 (2020.01); G06F 40/35 (2020.01); G06F 40/56 (2020.01); G06N 3/08 (2023.01); G06Q 30/016 (2023.01); G06Q 30/02 (2023.01); H04L 51/02 (2022.01); H04L 67/148 (2022.01); G06F 16/332 (2019.01); H04L 67/12 (2022.01); H04M 3/523 (2006.01)
CPC G06Q 30/016 (2013.01) [G06F 40/216 (2020.01); G06F 40/284 (2020.01); G06F 40/30 (2020.01); G06F 40/35 (2020.01); G06F 40/56 (2020.01); G06N 3/08 (2013.01); G06Q 30/0281 (2013.01); H04L 51/02 (2013.01); H04L 67/148 (2013.01); G06F 16/3329 (2019.01); H04L 67/12 (2013.01); H04M 3/5232 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for using a neural network for automating responses to user requests, the system comprising:
at least one server comprising at least one processor and at least one memory, the at least one server configured to:
obtain a neural network for processing communications to compute an intent score for each intent of a plurality of possible intents, wherein the plurality of possible intents correspond to categories of user requests;
establish a communications session between a first user and a second user by routing communications through a first API server, a connecting server, and a second API server, wherein the first API server is connected to the first user and the second API server is connected to the second user and wherein the second user is responding to a first request of the first user;
transmit one or more communications between the first user and the second user;
obtain word embeddings for words of the one or more communications, wherein a word embedding for a corresponding word comprises a vector that represents the corresponding word in a vector space;
process the word embeddings with the neural network to compute intent scores;
select a first intent from the plurality of possible intents using the intent scores, wherein the first intent relates to the first request of the first user;
identify a plurality of automated processing tasks that are available to assist the first user with the first request;
receive an indication of a selection of a first automated processing task from the plurality of automated processing tasks by the second user;
change routing of communications of the first user to a first automated processing component through the first API server, thereby transferring the first user from receiving assistance from the second user to receiving assistance with the first automated processing component; and
assist the first user with the first automated processing component.