American Express has patented a system for summarizing customer chats by grouping them into task types, extracting keywords, ranking chat utterances, and generating a structured summary. The method involves generating task keywords, extracting chat utterances, ranking them, and storing the summary data structure. GlobalData’s report on American Express gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on American Express, Payment actuated vending was a key innovation area identified from patents. American Express's grant share as of April 2024 was 52%. Grant share is based on the ratio of number of grants to total number of patents.
Structured summarization of customer chats based on keywords and snippets
A recently granted patent (Publication Number: US11971912B2) outlines a method and system for generating chat summaries from digital chat records. The method involves a computing device generating task keywords and related words from the chat records, creating a template data structure, extracting chat utterances and snippets based on the keywords, ranking them, and forming a chat summary data structure. The system includes a processor, memory, and instructions for executing the method steps. Additional features include removing stop words, separating chat lines, and grouping tasks before keyword generation.
Furthermore, the patent details the process of identifying question-answer pairs within the chat content, ranking them based on word clustering and set unions, and utilizing a data proximity window for extracting chat snippets. The system is designed to streamline the summarization process by automating the extraction, ranking, and structuring of chat data. The non-transitory, computer-readable medium containing machine-readable instructions allows for the implementation of the method on a computing device, enhancing efficiency in handling large volumes of chat records and generating concise summaries for improved data analysis and decision-making processes.
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