Patent ID: 9460455
Filing Date: 2016-10-04
CPC Classification: G06N,G06Q

Claim Text:
1. A computer-implemented method for performing analysis of a user's interactions, the method comprising: providing a processor configured for text mining customer interaction data received via one or more user communication channels to establish abstract product categories; said processor configured for obtaining a query made by the user during a live chat communication with an agent; said processor configured for extracting keywords from the query that describe a product or a product attribute; said processor configured for mapping said keywords to one or more of the abstract product categories based on semantic relatedness between the keywords and the abstract product categories; said processor configured for inferring the user's intent based on the one or more abstract product categories; said processor configured for recommending at least one offer for the user based on the one or more abstract product categories and the user's intent; and said processor configured for updating the abstract product categories in real time as new customer interaction data is received via the one or more user communication channels.