Patent ID: 11922118
Assignee: LIVEPERSON, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A computer-implemented method comprising:
parsing a communication from an interaction involving a user device to identify one or more operative words from the communication;
determining an intent value selected from a list of intent categories, wherein the intent value is associated with the one or more operative words in the communication, and wherein the intent value and the one or more operative words are associated with an action for the user device associated with the communication;
calculating a metric for the intent value using a projection model, wherein the metric is based on a qualitative strength of an association between the one or more operative words in the communication and the intent value, and wherein the metric is calculated using a plurality of communications associated with the intent value, the interaction, and one or more human agent profiles;
matching the communication with a terminal device associated with a human agent profile, wherein matching is based on the metric;
tracking user feedback and usage data associated with the interaction; and
automatically tracking shifts in user expectations by updating the projection model with the user feedback and usage data, wherein the shifts in user expectations comprise changes or shifts in associations between operative words and intent categories that occur over time in user groups associated with a plurality of users and a plurality of user devices comprising the user device.