Patent ID: 9396179
Filing Date: 2016-07-19
CPC Classification: G06F,G06Q,H04M

Claim Text:
1. A method of providing product recommendations to a user, the method comprising: receiving at a remotely-located customer support center, via a user's voice-call a query about a product; searching, at an analytics server, a plurality of sources for one or more electronic documents attributed to the user, wherein the searching is initiated in response to receiving a request from the customer support center to create a user profile; extracting, by the analytics server, one or more phrases from the searched electronic documents using a natural language parser; classifying, by the analytics server, one or more phrases extracted from one or more electronic documents in a user's experience category by applying a first set of rules comprising phrases indicative of a user's experience with a product; further classifying, by the analytics server, the one or more phrases into at least one category by applying a first set of rules, wherein the categories comprise at least one of: extracting, by the analytics server, a plurality of terms from the one or more classified phrases by applying a second set of rules to the classified phrases, wherein at least one term extracted from a phrase categorized as a user's experience comprises a temporal term that relates the product and the user based on a rule from the second set of rules that comprises extracting a temporal term from a phrase categorized as a user's experience when a verb in the categorized phrase comprises a past tense verb associated with possession and a portion of the categorized phrase refers to a domain of the product; creating the user profile, at the analytics server, based on the one or more temporal terms extracted from the classified phrases by applying the second set of rules; communicating, by the analytics server, the created user profile to the customer service center; determining, at the analytics server, product information based on the created user profile to determine needs and preferences of the user in response to the received query; and returning to the user, via an interactive voice response, product recommendations based on the product information and received query.