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1. WO2020205007 - DISCOVERING CUSTOMER SUPPORT CHAT SESSIONS

Publication Number WO/2020/205007
Publication Date 08.10.2020
International Application No. PCT/US2019/062669
International Filing Date 21.11.2019
IPC
G06Q 30/00 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
G06F 16/38 2019.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
30of unstructured textual data
38Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
G06Q 10/10 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
10Office automation, e.g. computer aided management of electronic mail or groupware; Time management, e.g. calendars, reminders, meetings or time accounting
CPC
G06F 16/38
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
30of unstructured textual data
38Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
G06F 40/205
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
20Natural language analysis
205Parsing
G06F 40/279
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
20Natural language analysis
279Recognition of textual entities
G06Q 10/107
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
10Office automation, e.g. computer aided management of electronic mail or groupware
107Computer aided management of electronic mail
G06Q 30/016
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
01Customer relationship, e.g. warranty
016Customer service, i.e. after purchase service
H04L 51/22
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
51Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
22Mailbox-related details
Applicants
  • GOOGLE LLC [US]/[US]
Inventors
  • SHIRBHATE, Akhilesh
  • GOYAL, Anup
Agents
  • KRUEGER, Brett, A.
Priority Data
16/374,64503.04.2019US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) DISCOVERING CUSTOMER SUPPORT CHAT SESSIONS
(FR) DÉCOUVERTE DE SESSIONS DE CLAVARDAGE DE SUPPORT CLIENT
Abstract
(EN)
A method (500) includes receiving a plurality of chat conversations (50) associated with a particular user (12) and a plurality of different business entities (22). For each chat conversation of the plurality of chat conversations, the method also includes parsing the chat conversation for any keywords (122), harvesting metadata (210) relevant to each parsed keyword, annotating the chat conversation with the metadata, indexing the annotated chat conversation (132), and storing the indexed, annotated chat conversation (142) in a conversation data store (230). The method also includes receiving search criteria (350) from a user device (10) associated with the user, retrieving one or more of the indexed, annotated chat conversations that satisfy the received search criteria, and transmitting a search result (360) to the user device.
(FR)
L'invention concerne un procédé (500) qui consiste à recevoir une pluralité de conversations de clavardage (50) associées à un utilisateur particulier (12) et une pluralité d'entités commerciales différentes (22). Pour chaque conversation de clavardage parmi la pluralité de conversations de clavardage, le procédé consiste également à analyser la conversation de clavardage pour n'importe quels mots-clés (122), collecter des métadonnées (210) pertinentes pour chaque mot-clé analysé, annoter la conversation de clavardage avec les métadonnées, indexer la conversation de clavardage annotée (132), et stocker la conversation de clavardage annotée indexée (142) dans une mémoire de données de conversation (230). Le procédé consiste également à recevoir des critères de recherche (350) en provenance d'un dispositif utilisateur (10) associé à l'utilisateur, récupérer une ou plusieurs des conversations de clavardage annotées indexées qui satisfont les critères de recherche reçus, et transmettre un résultat de recherche (360) au dispositif utilisateur.
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