US Patent Application 17970019. SEARCH TOOL FOR IDENTIFYING AND SIZING CUSTOMER ISSUES THROUGH INTERACTION SUMMARIES AND CALL TRANSCRIPTS simplified abstract
SEARCH TOOL FOR IDENTIFYING AND SIZING CUSTOMER ISSUES THROUGH INTERACTION SUMMARIES AND CALL TRANSCRIPTS
Organization Name
Inventor(s)
Deepak Ramamohan of Karnataka (IN)
Joydeep Dasgupta of Bangalore (IN)
SEARCH TOOL FOR IDENTIFYING AND SIZING CUSTOMER ISSUES THROUGH INTERACTION SUMMARIES AND CALL TRANSCRIPTS - A simplified explanation of the abstract
This abstract first appeared for US patent application 17970019 titled 'SEARCH TOOL FOR IDENTIFYING AND SIZING CUSTOMER ISSUES THROUGH INTERACTION SUMMARIES AND CALL TRANSCRIPTS
Simplified Explanation
- The patent application describes a search tool that can locate customer issues in call transcripts and agent notes. - The tool can accurately count how often these issues appear in the documents. - The tool improves the speed of document search by using a pre-computed document matrix. - The document matrix can be used for multiple queries. - The tool takes into account similar terms in processing a query. - A word coverage factor is used to improve the relevance of search results. - The word coverage factor calculates the fraction of query terms present in a document.
Original Abstract Submitted
The exemplary embodiments may provide a search tool that can locate customer issues in call transcripts and agent notes and can provide an accurate count of how often such issues appear in the call transcripts and agent notes. The exemplary embodiments may improve the speed with which the search of documents is performed. The exemplary embodiments rely upon a document matrix that is computed once for a given corpus of documents and a given vocabulary of the documents. The document matrix may be used across multiple queries. The exemplary embodiments also account for similar terms in processing a query. The exemplary embodiments may use a word coverage factor to improve the relevance of the search results returned by the search tool. The word coverage factor acts as a multiple factor that computes the fraction a query terms that are present in a document.
