System and method of generating responses to text-based messages
View Patent ↗In accordance with one aspect of the present invention, an automated method of and system for generating a response to a text-based natural language message is disclosed. The method includes identifying a sentence in the text-based natural language message. Also, identifying an input clause in the sentence. Further, comparing the input clause to a previously received clause, where the previously received clause is correlated with a previously generated response message. Additionally, generating an output response message based on the previously generated response message. The system includes means for performing the method steps.
1. A method of generating a response to a text-based natural language message, comprising:
identifying a sentence in the text-based natural language message;
identifying an input clause in the sentence;
comparing the input clause to a previously received clause, the previously received clause being correlated with a previously generated response message; and
generating an output response message based on the previously generated response message, the output response message being derived from a plurality of previously generated response clauses.
2. A method according to claim 1 , further comprising storing the previously received clause and the previously generated response in a database.
3. A method according to claim 1 , further comprising parsing the input clause, thereby defining a relationship between words in the input clause.
4. A method according to claim 1 , further comprising identifying a best match clause for the input clause, the best match clause having a threshold degree of match and being non-identical to the input clause, the best match clause being derived from the previously received clause.
5. A method according to claim 4 , wherein the best match clause is identified using two or more associated clauses from the text-based natural language message to match similarly associated clauses from a previously received message associated with the previously received clause.
6. A method according to claim 1 , further comprises correlating the previously received clause with a one of the plurality of previously generated response clauses.
7. A method according to claim 1 , further comprising:
associating a semantic tag with the input clause, the semantic tag being an abbreviation associated with the input clause; and
identifying an output response clause based on the associated semantic tag.
8. A method according to claim 7 , further comprising correlating the semantic tag with the previously received clause.
9. A method according to claim 1 , further comprising displaying the output response message.
10. A method according to claim 9 , further comprising transmitting the output response message displayed to the customer service agent.
11. A method according to claim 1 , wherein the plurality of previously generated response clauses include a first response clause and a second response clause, the first response clause being derived from a first previously generated response message, the second response clause being derived from a second previously generated response message different from the first previously generated response message.
12. A method according to claim 1 , wherein the comparison of the input clause and the previously received clause includes matching a first classifier generated for the input clause with a second classifier generated for the previously received clause.
13. A non-transitory computer-readable storage medium storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by:
identifying a sentence in the text-based natural language message;
identifying an input clause in the sentence;
comparing the input clause to a previously received clause, the previously received clause being correlated with a previously generated response message; and
generating an output response message based on the previously generated response message, the output response message being derived from a plurality of previously generated response clauses.
14. A non-transitory computer-readable storage medium according to claim 13 , wherein storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by parsing the input clause, thereby defining a relationship between words in the input clause.
15. A non-transitory computer-readable storage medium according to claim 13 storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by identifying a best match clause for the input clause, the best match clause having a threshold degree of match and being non-identical to the input clause, the best match clause being derived from the previously received clause.
16. A non-transitory computer-readable storage medium according to claim 13 storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by associating a semantic tag with the input clause, the semantic tag being an abbreviation associated with the input clause; and
identifying an output response clause based on the associated semantic tag.
17. A non-transitory computer-readable storage medium according to claim 16 storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by correlating the semantic tag with the previously received clause.
18. A non-transitory computer-readable storage medium according to claim 13 storing instructions that, when executed by a processing device, causes the processing device to generate a response to a text-based natural language message by, wherein the plurality of previously generated response clauses include a first response clause and a second response clause, the first response clause being derived from a first previously generated response message, the second response clause being derived from a second previously generated response message different from the first previously generated response message.
19. A non-transitory computer-readable storage medium according to claim 13 storing instructions that, when executed by a processing device, causes the processing device to match a first classifier generated for the input clause with a second classifier generated for the previously received clause.
20. A non-transitory computer-readable storage medium according to claim 15 storing instructions that, when executed by a processing device, causes the processing device to identify the best match clause using two or more associated clauses from the text-based natural language message to match similarly associated clauses from a previously received message associated with the previously received clause.