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

Claim 18:
19. A computerized method of enhancing chatbot recognition of user intent through graph analysis, the method comprising:
classifying, by a computing device, 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;
generating, by the computing device, a contextual embedding for each of the plurality of user messages;
determining, by the computing device, an intent classification score for each contextual embedding using a classification model;
calculating, by the computing device, a similarity measure between each contextual embedding and one or more embeddings generated from user messages in a chat log;
matching, by the computing device, each of the incomprehensible user messages to one or more comprehensible user messages using a pattern matching algorithm;
generating, by the computing device, 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
determining, by the computing device, one or more existing user intents based upon the predicted intent score and assigning the one or more existing user intents to the corresponding incomprehensible user message.