Patent ID: 11954436
Assignee: FRESHWORKS INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A computer-implemented method, comprising:
accessing a textual conversation associated with a document stored in memory between a user and at least one of a bot and another user;
generating an abstract knowledge graph, wherein the abstract knowledge graph is a graphical representation of a plurality of entities and links to one or more attributes defining the entities, which are extracted from a natural language text associated with the textual conversation, and wherein the abstract knowledge graph comprises multiple entities representing a plurality of identified situations associated with one or more identified intentions;
generating one or more manifests by pruning the abstract knowledge graph to remove redundant information;
segmenting the pruned abstract knowledge graph into a plurality of manifests each sharing a common entity among the plurality of entities; and
converting one or more of the plurality of manifests into a situation image comprising a sub-graph of a situation, wherein the situation image is a scenario pertaining to an interaction between the user and the bot or the another user based on a predicted probability provided by one or more machine learning (ML) models.