Patent Document ID: 9722957
Application ID: 14702850

Base Claim:
1. A method for assisting an agent to respond to a customer inquiry comprising: receiving a customer inquiry; generating a first latent topic prediction for the customer inquiry based on a word-based representation of the customer inquiry; generating a second latent topic prediction for an entire agent's reply to the customer inquiry as a function of the latent topic prediction generated for the customer inquiry; generating a third latent topic prediction for a next sentence of the agent's reply as a function of a topic prediction for the next sentence generated with a prediction model trained on annotated sentences of agent replies; and outputting information to assist the agent, based on the second and third topic predictions, wherein at least one of the generating of the first, second and third latent topic predictions and the outputting of information is performed with a processor.

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Claim 2:
2. The method of claim 1 , wherein the generating of the first latent topic prediction comprises using a first topic prediction model which has been learned on word-based representations of training samples and respective topic annotations.