公开(公告)号：US10896428B1

公开(公告)日：2021-01-19

申请号：US15842716

申请日：2017-12-14

Applicant: Amazon Technologies, Inc.

Inventor： Balarajan Balasubramaniam ,  Brian Benjamin Hartley ,  Mabel Karen Bo Ming Lee ,  Srdjan Majkic ,  Simon Gilles Meyffret ,  Mohammadrasool Raeesi Nafchi ,  Derek Tong

IPC: G06Q30/00 ,  G10L25/63 ,  G10L25/24 ,  G10L15/18 ,  G10L15/02 ,  G10L15/22

Abstract: A dynamic contact management system is provided for analyzing aspects of speech from a customer contact and generating dynamic output based on the analysis. The system can process audio data representing utterances that occur during a customer contact, wherein the processing comprises generating scores based on agent and customer sentiments determined using their respective speech to text data. Based on the processing, the system can generate scores for use in dynamically determining which actions to take, updating displays, analyzing contact outcomes over time, etc.