International Business Machines Corporation
Outcome of a natural language interaction

Abstract:

Using a natural language analysis, a current message is classified into a current message class, the current message being a portion of an interaction in narrative text form. For the interaction using a state prediction model, an interaction outcome corresponding to the current message class is forecasted, the forecasting comprising computing a probability that the current message class will result in a successful message class. Using the state prediction model, a set of next message classes and a set of predicted interaction outcomes are determined, each message in the set of next message classes corresponding to the current message class, each predicted interaction outcome in the set of predicted interaction outcomes corresponding to a next message class in the set of next message classes. According to the corresponding predicted interaction outcome, the set of next message classes is ranked.