South Carolina Patent of the Month – July 2024
Swampfox Technologies, Inc. has secured a patent for a new approach to user intent recognition and prediction. By leveraging advanced AI and machine learning capabilities, their method enhances customer interactions through precise intent extraction and prediction, bringing new ease to call centers everywhere.
Traditional interactive systems often fall short in understanding user intents beyond basic data gathering. In contrast, Swampfox’s method begins by receiving comprehensive user interaction data, including speech patterns, historical behavior, and contextual details like location and social media activity. This rich dataset undergoes a meticulous feature extraction process, cleansing unnecessary data and identifying critical keywords using a feature importance engine.
The core of Swampfox’s innovation lies in its intent extraction operation, powered by Gensim’s Latent Dirichlet Allocation (LDA) model. This sophisticated technique sifts through the feature data to uncover underlying topics, effectively pinpointing user intents with remarkable accuracy. Once the topics are identified, a robust classification engine kicks in, validating and classifying these intents to guide further actions.
The predictive capability of Swampfox’s system is equally impressive. By transforming interaction data into a predictive vector—encompassing elements like time, user location, queue dynamics, and external influences—the system feeds this vector into a predictive model. This model, integrated into a responsive framework, generates intent predictions paired with confidence scores. These predictions drive automated actions tailored to meet user needs in real-time, such as personalized advertisements or proactive service offerings.
Swampfox’s approach is adaptive and self-improving. User responses to these automated actions feed back into the framework, reinforcing and refining the prediction model over time. This iterative learning process ensures continuous enhancement of customer service efficiency and satisfaction.
Swampfox Technologies’ contact center apparatus represents a paradigm shift in customer interaction management. By seamlessly integrating advanced AI techniques with real-world application, they empower enterprises to anticipate and fulfill customer intents with unprecedented precision and speed, setting new benchmarks in customer experience excellence.
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