Invention Grant
- Patent Title: Systems and methods for prioritizing emergency calls
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Application No.: US17837094Application Date: 2022-06-10
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Publication No.: US11659093B2Publication Date: 2023-05-23
- Inventor: Roman Frenkel , Tal Raskin , Adi Ben Zeev , Stav Mishory , Dan Teplitski , Hadas Katz
- Applicant: NICE LTD.
- Applicant Address: IL Ra'anana
- Assignee: NICE LTD.
- Current Assignee: NICE LTD.
- Current Assignee Address: IL Ra'anana
- Agency: Haynes and Boone, LLP
- Main IPC: H04M3/523
- IPC: H04M3/523 ; G06F40/295 ; G10L15/02 ; G10L15/26 ; H04M3/51

Abstract:
Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.
Public/Granted literature
- US20220303391A1 SYSTEMS AND METHODS FOR PRIORITIZING EMERGENCY CALLS Public/Granted day:2022-09-22
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