公开(公告)号：US11429834B1

公开(公告)日：2022-08-30

申请号：US16125212

申请日：2018-09-07

Applicant: INTUIT INC.

Inventor： Zijun Xue ,  Jessica Ting-Yu Ko ,  Neo Yuchen ,  Ming-Kuang Daniel Wu ,  Chucheng Hsieh

IPC: G06N3/00 ,  G06N3/08 ,  G06N3/04 ,  G06F40/30 ,  G06F40/284

Abstract: Certain aspects of the present disclosure provide techniques for providing automated intelligence in a support session. In one example, a method includes generating a set of tokens based on a text-based query posted by a support agent to a live chat thread; generating a set of vectors based on the set of tokens; extracting a set of features based on the set of tokens; generating a query vector based on the set of vectors and the set of features; determining a predicted intent of the text-based query based on the query vector, wherein the predicted intent is one of a plurality of predefined intents; determining a predicted answer to the text-based query based on: the query vector; and the predicted intent; and providing the predicted answer to the text-based query in the live chat thread.