Title:
USER SUPPORT SYSTEM WITH AUTOMATIC MESSAGE CATEGORIZATION
Document Type and Number:
WIPO Patent Application WO/2019/140242
Kind Code:
A1
Abstract:
Techniques for automatically identifying a user support issue from electronic communications and associating the issue with an appropriate category of user support issue are described. After an issue is identified and assigned to a category, information related to the issue is automatically routed to an entity such as a person, group, or system that is trained or otherwise equipped to deal with issues associated with the category. The electronic communications can be emails, texts, voice mails, social media posts, etc. Voicemail communications may be converted to text prior to processing.
Inventors:
CHEN XIANG (US)
TAPIA PABLO (US)
TAPIA PABLO (US)
Application Number:
PCT/US2019/013263
Publication Date:
July 18, 2019
Filing Date:
January 11, 2019
Export Citation:
Assignee:
TUPL INC (US)
International Classes:
G06Q10/06; G06Q30/02; G10L15/26; H04L12/58; H04M3/42; H04M3/51
Foreign References:
| US20160350663A1 | 2016-12-01 | |||
| US20150281449A1 | 2015-10-01 | |||
| US20150295876A1 | 2015-10-15 | |||
| US20050286705A1 | 2005-12-29 | |||
| US20150178371A1 | 2015-06-25 |
Attorney, Agent or Firm:
CHO, Steve (US)
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