Invention Grant
- Patent Title: Method and system for automated intent mining, classification and disposition
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Application No.: US16179681Application Date: 2018-11-02
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Publication No.: US10740566B2Publication Date: 2020-08-11
- Inventor: Edwin Sapugay , Anil Kumar Madamala , Maxim Naboka , Srinivas SatyaSai Sunkara , Lewis Savio Landry Santos , Murali B. Subbarao
- Applicant: ServiceNow, Inc.
- Applicant Address: US CA Santa Clara
- Assignee: ServiceNow, Inc.
- Current Assignee: ServiceNow, Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Fletcher Yoder PC
- Main IPC: G06F40/30
- IPC: G06F40/30 ; G06F16/28 ; G06F16/2458 ; G06N5/04 ; G06F40/247 ; G06F40/295 ; G06N20/00

Abstract:
An agent automation system includes a memory configured to store a corpus of utterances and a semantic mining framework and a processor configured to execute instructions of the semantic mining framework to cause the agent automation system to perform actions, wherein the actions include: detecting intents within the corpus of utterances; producing intent vectors for the intents within the corpus; calculating distances between the intent vectors; generating meaning clusters of intent vectors based on the distances; detecting stable ranges of cluster radius values for the meaning clusters; and generating an intent/entity model from the meaning clusters and the stable ranges of cluster radius values, wherein the agent automation system is configured to use the intent/entity model to classify intents in received natural language requests.
Public/Granted literature
- US20190294673A1 METHOD AND SYSTEM FOR AUTOMATED INTENT MINING, CLASSIFICATION AND DISPOSITION Public/Granted day:2019-09-26
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