Patent ID: 11907673
Assignee: FMR LLC
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 12:
13. A computer system for enhancing chatbot recognition of user intent through graph analysis, the system comprising a computing device having a memory that stores computer-executable instructions and a processor that executes the computer-executable instructions to:
classify each of a plurality of user messages associated with a chat session between a user of a remote computing device and a chatbot application as either comprehensible user messages that are mapped to a user intent or incomprehensible utterances that are not mapped to a user intent;
generate a contextual embedding for each of the plurality of user messages;
determine an intent classification score for each contextual embedding using a classification model;
calculate a similarity measure between each contextual embedding and one or more embeddings generated from user messages in a chat log;
match each of the incomprehensible user messages to one or more comprehensible user messages using a pattern matching algorithm;
generate a predicted intent score for each incomprehensible user message based upon the intent classification score, the similarity measure, and the matched comprehensible user messages; and
determine one or more existing user intents based upon the predicted intent score and assign the one or more existing user intents to the corresponding incomprehensible user message.