Patent ID: 11972490
Assignee: KBC GROEP NV
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A computer-implemented method for determining a category of a request provided by a policyholder by means of a policyholder device, the method comprising the steps of:
receiving, by a server, a request description relating to said request, said server having access to a database comprising a plurality of previously categorized requests each comprising a category and a vocabulary comprising a plurality of word vector representations;
identifying, by said server, a plurality of component words belonging to a natural language text string comprised in said request description;
obtaining, by said server, for at least one of said plurality of component words, an associated word vector representation from said vocabulary;
determining, by said server, a request vector, based on said at least one obtained word vector representation;
for at least one categorized request, determining, by said server using a model, a similarity value of said request vector with respect to a likewise determined vector representation of said categorized request, the model based at least partly on a distance measure and a cosine similarity measure;
based on said at least one determined similarity value and on the category of the corresponding previously categorized request, determining, by said server, a category of said request;
generating, by said server, an action signal relating to said category of said request; and
transmitting said action signal from said server to a second device, said second device to perform an action indicated by the action signal,
wherein in response to the action signal indicating a first action, the second device is the policyholder device and in response to the action signal indicating a second action, the second device is a customer service device.