Patent search ap:("Verizon Patent AND Licensing Inc.") AND inv:"Madhu TALUPUR" Page 1

1.

发明公开
SYSTEMS AND METHODS FOR UTILIZING A MACHINE LEARNING MODEL TO DETERMINE AN INTENT OF A VOICE CUSTOMER IN REAL TIME 审中-公开

公开(公告)号：US20240244135A1

公开(公告)日：2024-07-18

申请号：US18617130

申请日：2024-03-26

Applicant: Verizon Patent and Licensing Inc.

Inventor： Srinivasa KANIGANTI , Madhu TALUPUR , Sankar SHANMUGAM , Amol CHAKRADEO , RajeshKhanna SINGA RAMALINGAM

IPC: H04M3/493 , H04M3/53

CPC classification number: H04M3/493 , H04M3/5307 , H04M2203/1058

Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.

2.

发明公开
SYSTEMS AND METHODS FOR UTILIZING A MACHINE LEARNING MODEL TO DETERMINE AN INTENT OF A VOICE CUSTOMER IN REAL TIME 审中-公开

公开(公告)号：US20240089372A1

公开(公告)日：2024-03-14

申请号：US17931603

申请日：2022-09-13

Applicant: Verizon Patent and Licensing Inc.

Inventor： Srinivasa KANIGANTI , Madhu TALUPUR , Sankar SHANMUGAM , Amol CHAKRADEO , RajeshKhanna SINGA RAMALINGAM

IPC: H04M3/493 , H04M3/53

CPC classification number: H04M3/493 , H04M3/5307 , H04M2203/1058

Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.

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