System for automatic classification and routing

Patent metadata

Field	Value
Publication number	US-10915823-B2
Application number	US-201615060347-A
Country	US
Kind code	B2
Filing date	Mar 3, 2016
Priority date	Mar 3, 2016
Publication date	Feb 9, 2021
Grant date	Feb 9, 2021

Abstract

A request classifier service implemented on a server computer receives an input request from a client device. The request classifier service accesses classification data from a knowledge repository. The knowledge repository includes one or more defined input requests mapped to one or more classification types. The request classifier service determines confidence values for the one or more defined input requests. The confidence values represent a relative match score between the input request from the client device and each of the one or more defined input requests. The request classifier service sends classification types to a processing service implemented on the server computer. The processing service determines a process response type for the input request based upon the one or more classification types. The processing logic routes the process response type and the input request to a destination mapped to the process response type.

First claim

What is claimed is:

1. An apparatus comprising:
one or more processors; and
one or more memories storing instructions which, when processed by one or more processors, cause:
a request classifier service, executing on a server computer, to:
receive an input request from a client device;
access classification data from a knowledge repository, wherein the classification data comprises one or more defined input requests mapped to one or more classification types;
determine confidence values for each of the one or more defined input requests mapped to the one or more classification types, wherein each confidence value represents a relative match score between the input request from the client device and one of the one or more defined input requests mapped to the one or more classification types;
determine, based upon the confidence values for each of the one or more defined input requests mapped to the one or more classification types, one or more best matching defined input requests that best match the input request from the client device, and
send one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device to a processing service on the server computer;

the processing service to:
determine a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device;
determine, based upon a classification type of the process response type and mapping information that maps destinations to classification types, a destination for the process response type, and
route both the process response type, determined by the processing service based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device, and the input request from the client device to the destination for the process response type.

2. The apparatus of claim 1 , wherein determining a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device further comprises evaluating a process response type for each of the one or more best matching defined input requests.

3. The apparatus of claim 1 , wherein routing both the process response type, determined by the processing service, and the input request from the client device to a destination mapped to the process response type further comprises transforming the input request from the client device into a specific transformed request based upon the destination mapped to the process response type.

4. The apparatus of claim 3 , wherein the destination mapped to the process response type is a location on a support ticket server and the specific transformed request is one or more of a Short Message Service (SMS) message, a voice message, or an Interactive Voice Response (IVR) message.

5. The apparatus of claim 3 , wherein the destination mapped to the process response type is a location on a database server used to allocate data tasks, wherein the specific transformed request is formatted to a database entry that represents allocating data tasks.

6. The apparatus of claim 1 , wherein the one or more memories storing instructions which, when processed by the one or more processors, further cause:
the processing service, sending an acknowledgement message to the client device, wherein the acknowledge message includes information related to the process response type and the destination mapped to the process response type.

7. The apparatus of claim 6 , wherein the one or more memories storing instructions which, when processed by the one or more processors, further cause:
the processing service, sending a second acknowledgement message to a second client device associated with the client device, wherein the second acknowledge message includes information related to the process response type and the destination mapped to the process response type.

8. One or more non-transitory computer-readable media storing instructions, which, when processed by one or more processors, cause:
a request classifier service, executing on a server computer, to:
receive an input request from a client device;
access classification data from a knowledge repository, wherein the classification data comprises one or more defined input requests mapped to one or more classification types;
determine confidence values for each of the one or more defined input requests mapped to the one or more classification types, wherein each confidence value represents a relative match score between the input request from the client device and one of the one or more defined input requests mapped to the one or more classification types;
determine, based upon the confidence values for each of the one or more defined input requests mapped to the one or more classification types, one or more best matching defined input requests that best match the input request from the client device, and
send one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device to a processing service on the server computer;

the processing service to:
determine a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device;
determine, based upon a classification type of the process response type and mapping information that maps destinations to classification types, a destination for the process response type; and
route both the process response type, determined by the processing service based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device, and the input request received from the client device to a destination for the process response type.

9. The one or more non-transitory computer-readable media of claim 8 , wherein determining a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device further comprises evaluating a process response type for each of the one or more best matching defined input requests.

10. The one or more non-transitory computer-readable media of claim 8 , wherein routing both the process response type, determined by the processing service, and the input request from the client device to a destination mapped to the process response type further comprises transforming the input request from the client device into a specific transformed request based upon the destination mapped to the process response type.

11. The one or more non-transitory computer-readable media of claim 10 , wherein the destination mapped to the process response type is a location on a support ticket server and the specific transformed request is one or more of a Short Message Service (SMS) message, a voice message, or an Interactive Voice Response (IVR) message.

12. The one or more non-transitory computer-readable media of claim 10 , wherein the destination mapped to the process response type is a location on a database server used to allocate data tasks, wherein the specific transformed request is formatted to a database entry that represents allocating data tasks.

13. The one or more non-transitory computer-readable media of claim 8 , f

Assignees

• Malatesha Rathnakara
• Wong Lana
• Kitada Hiroshi
• Ricoh Co Ltd

Inventors

• Malatesha Rathnakara
• Wong Lana
• Kitada Hiroshi

Classifications

• H04L67/63

  Routing a service request depending on the request content or context · CPC title

• G06Q10/00

  Administration; Management · CPC title

• G06Q10/10

  Office automation; Time management · CPC title

• G06N5/04 Primary

  Inference or reasoning models · CPC title

• H04L67/327

  Electricity · mapped topic