Patent ID: 11861463
Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 19:
20. A computer system comprising one or more processors, one or more computer-readable memories, and one or more computer-readable storage devices, and program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors via at least one of the one or more memories, the stored program instructions comprising:
program instructions to train a message class prediction model using a training set interaction in narrative text form, the training comprising configuring a Markov inference model to determine a plurality of conditional probabilities, each conditional probability comprising a probability of a message in a second message class following a message in a first message class, wherein the training results in a trained message class prediction model;
program instructions to classify, using a natural language analysis, a current message into a current message class, the current message being a portion of an interaction in narrative text form;
program instructions to determine, using the trained message class prediction model and the current message class, a previous message class probability, the previous message class probability comprising a probability that the current message class was preceded by a message in a previous message class; and
program instructions to extract, from the interaction using the previous message class probability, a previous message, the previous message being a portion of the interaction occurring prior to the current message, the previous message being classified into the previous message class.