Intuit Inc.
METHODS AND SYSTEMS FOR PEDICTING INTENT OF TEXT DATA TO ENHANCE USER EXPERIENCE

Abstract:

Systems and methods may be used to generate and use intent predictions to enhance user experience. The intent predictions may describe the data required to resolve a user request included in a user input (e.g., question, search query, and the like) submitted by a user. The intent predictions may be generated using a machine learning model that comprises a model framework for extracting features and classifying user inputs into intent classes based on the extracted features. The intent predictions may be integrated into an information service to improve business metrics including contact rate, transfer rate, helpful rate, and net total promoter score.