Patent ID: 11966698
Assignee: CHATDESK, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 15:
16. A method, comprising:
receiving, by a server gateway, customer messages;
wherein the customer messages comprising text featuring a word or a plurality of words;

processing, by the server gateway, the customer messages, with tagging models, to generate tagged data and untagged data,
wherein the tagged data include tags categorizing the customer messages based on
industry tags, wherein the industry tags include one or more words having a particular meaning in a specific industry,
sentiment tags, wherein the sentiment tags include one or more words having an emotional tone,
contact tags, wherein the contact tags include one or more words describing an event or a type of person or persons, and
normalization tags, wherein the normalization tags include one or more words describing an idea or a concept that has been reduced to a standardized form,

wherein the untagged data includes one or more of:
one or more stop words, and
one or more blacklisted words;

processing, by the server gateway, the tagged data, with an artificial intelligence system, to generate processed data;
wherein the processed data includes
the customer messages,
the tags categorizing the customer messages,

wherein the artificial intelligence system includes
a message text input for inputting the customer messages,
a tokenizer for tokenizing the customer messages, the tokenizer is configured to reduce the customer messages to tokens, wherein the tokens includes features and parts of speech of the customer messages,
an artificial intelligence (AI engine) for processing outputs from the tokenizer, and
a message analysis for tagging the outputs from the AI engine; and

processing, by the server gateway, the untagged data selected by an analyst, with the artificial intelligence system, to generate subsequent tagging models,
wherein the analyst reviews the untagged data and selects a complete set or subset of the untagged data;

retagging, by the server gateway, the untagged data, with the artificial intelligence system, to update the processed data; and
providing, by the server gateway, the processed data to one or more computational devices.