Patent Document ID: 9661067
Application ID: 14580859

Base Claim:
1. A method for facilitating a communication system to generate a set of messages for an agent to respond to a customer, comprising: converting a plurality of messages exchanged between the customer and the agent during a dialog to a plurality of structured messages, the plurality of messages exchanged using a chat application that is configured to execute on a first computing device associated with the agent and a second computing device associated with the customer, the converting comprising: tagging the plurality of messages, at least by the agent, with one or more features of a plurality of features, wherein each of the features depict one or more extracted aspects of the dialog; and storing the plurality of messages with their tagged features as the plurality of structured messages at a storage system associated with the communication system, the storage system comprising a second plurality of structured messages that represent a second plurality of messages exchanged between a plurality of agents and a plurality of customers, the second plurality of structured messages tagged with a second plurality of features; generating, by the communication system, a first message depicting an intent of the customer for contacting the agent, the generating comprising: extracting, based on one or more prediction techniques, a group of features and a group of messages from the plurality of structured messages, the second plurality structured messages, the plurality of features and the second plurality of features using a text mining process to generate mined data; determining the intent of the customer as a function of the mined data and a user profile of the customer; and generating, by the communication system, based on the determined intent, a second message containing one or more recommendations for responding to the customer.

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Claim 2:
2. The method of claim 1 , said tagging further comprising: automatically tagging using any of information extraction algorithms, named entity recognition for person name and location name, spell checking algorithms, string similarity, emotion features, persona features, nps drivers, dialog stage, canned phrases, check marks, radio buttons, voice referral, chat transfer, and chat disconnects.