US Patent 10489792 Maintaining quality of customer support messages

A company may desire to maintain a quality level for messages sent by customer service representatives to customers. The company may receive a message input by a customer service representative, modify the message with one or more neural networks, and transmit the modified message to a customer. To modify a message, an input vector may be created for each word of the message where the input vector is created using a word embedding of the word and a feature vector that represents the characters of the word. The input vectors for the words of the message may be sequentially processed with an encoding neural network to compute a message encoding vector that represents the message. The message encoding vector may then be processed by a decoding neural network to sequentially generate the words of a modified message. The modified message may then be transmitted to the customer.