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公开(公告)号：US20220067746A1
公开(公告)日：2022-03-03
申请号：US17412496
申请日：2021-08-26
Inventor： ASHISH THAKKAR
Abstract: A method facilitating a customer exercising post-purchase rights associated with a purchase made by the customer of a product. The method includes: receiving first documentation related to the purchase of the product; extracting purchase data from the first documentation, where the extracted purchase data describes the purchase including a vendor identify, purchase date, and product type; conducting search using terms derived from the extracted purchase data to connect to a vendor web site; conducting a search of the vendor web site using terms derived from the extracted purchase data to locate a first vendor policy of the vendor that defines a first post-purchase right of the customer; determining a milestone date associated with the first post-purchase right of the customer; and sending a notification to the customer appraising the customer of the milestone date and the material change.
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公开(公告)号：US11252261B2
公开(公告)日：2022-02-15
申请号：US16849248
申请日：2020-04-15
Inventor： Alexander G. Dumaine
IPC: H04L29/08
Abstract: A system and method are presented for analyzing network performance of a web application. A user interface in a cloud-based collaboration platform provides a notification when the user's location is having network connectivity issues to the collaboration platform. Connectivity issues may be determined through aggregation of measurements of network quality and performance (e.g. XMLHttpRequest requests, Websockets, and WebRTC) and alerting the user when issues arise. Data may be pushed back to an analytics ingestion system for aggregate-of-aggregate analytics and alerting as well as viewing network performance across a plurality of users and organizations.
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公开(公告)号：US20210409543A1
公开(公告)日：2021-12-30
申请号：US17363647
申请日：2021-06-30
Inventor： Rivarol Vergin , Jason Anthony McDowell , Adam M. Paugh
Abstract: A contact center system for performing call progress analysis including tone and speech classification according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the contact center system to determine a cumulative average of an entropy of an audio signal received by the contact center system, determine a cumulative average power spectral amplitude and a cumulative average spectral entropy of the audio signal, calculate a difference measure of the audio signal as a difference between the cumulative average of the entropy and the cumulative average spectral entropy, distinguish tones from speech of the audio signal based on the difference measure, and process one or more tones of the audio signal in response to identification of the one or more tones in the audio signal.
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公开(公告)号：US11211065B2
公开(公告)日：2021-12-28
申请号：US16265148
申请日：2019-02-01
Inventor： Tejas Godambe , Aravind Ganapathiraju
Abstract: A system and method are presented for the automatic filtering of test utterance mismatches in automatic speech recognition (ASR) systems. Test data are evaluated for match between audio and text in a language-independent manner. Utterances having mismatch are identified and isolated for either removal or manual verification to prevent incorrect measurements of the ASR system performance. In an embodiment, contiguous stretches of low probabilities in every utterance are searched for and removed. Such segments may be intra-word or cross-word. In another embodiment, scores may be determined using log DNN probability for every word in each utterance. Words may be sorted in the order of the scores and those utterances containing the least word scores are removed.
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公开(公告)号：US11172063B2
公开(公告)日：2021-11-09
申请号：US15986787
申请日：2018-05-22
Inventor： Conor McGann , Ioana Grigoropol , Mariya Orshansky , Ankit Pat
Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.
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Patent Agency Ranking
16.发明申请公开(公告)号：US20210160372A1
公开(公告)日：2021-05-27
申请号：US17098673
申请日：2020-11-16
Inventor： CONOR MCGANN , CANICE LAMBE , FELIX IMMANUEL WYSS , WENJIN GU , SIMON DOYLE , MICHAEL ORR , PATRICK BRESLIN
Abstract: A processor receives inputs from a dialog between an agent and a user performed over a communication channel A knowledge base is stored, comprising entries with a subset of said entries defined as higher priority. A match is detected between an input from said dialog and a plurality of said knowledge base entries. At least one of said plurality of entries is retrieved corresponding to said match. The at least one of said plurality of entries is pushed as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent. A further match is detected between an input from said dialog and a higher priority entry in said knowledge base and pushed to said at least one device while the dialog is ongoing.
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17.发明授权公开(公告)号：US10951768B2
公开(公告)日：2021-03-16
申请号：US16866496
申请日：2020-05-04
Inventor： Pierluigi Pace
Abstract: A method for managing automated resources that includes: calculating a channel RIQ score for a first bot in relation to a first communication channel and using it to modify a deployment of the first bot. The calculating the channel RIQ score for the first bot may include: identifying a first engagement scenario that the first bot is able to perform via the first communication channel; identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; collecting performance data related to the first bot performing the first engagement scenario via the first communication channel; calculating the channel RIQ score by comparing: the performance data related to the first bot performing the first engagement scenario; and the target bot capabilities for performing the first engagement scenario via the first communication channel.
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公开(公告)号：US10949422B2
公开(公告)日：2021-03-16
申请号：US15846111
申请日：2017-12-18
Inventor： Alan Gatto , Dean Cottle , Oleg Fylypenko , Shivakumar Gurusiddappa , Kevin Haselhuhn , Greg Hollis , Luis Lamprea , Sergey Aleksin , Gaurav Kumar , Narendra Datar , Michael Pougnet , Poras Bharucha , Brett Dale
Abstract: A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.
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公开(公告)号：US20200349614A1
公开(公告)日：2020-11-05
申请号：US16864188
申请日：2020-05-01
Inventor： Mohamed Uvaiz Anwar Batcha , Prasanth Balaraman , Asmitha Durairaj , Praveen Kumar Anandadoss , Rajeshkumar Subramanian , Tony Thazhekkaden , Kesavan Ganesan
Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.
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公开(公告)号：US20200336567A1
公开(公告)日：2020-10-22
申请号：US16849248
申请日：2020-04-15
Inventor： Alexander G. Dumaine
IPC: H04L29/08
Abstract: A system and method are presented for analyzing network performance of a web application. A user interface in a cloud-based collaboration platform provides a notification when the user's location is having network connectivity issues to the collaboration platform. Connectivity issues may be determined through aggregation of measurements of network quality and performance (e.g. XMLHttpRequest requests, Websockets, and WebRTC) and alerting the user when issues arise. Data may be pushed back to an analytics ingestion system for aggregate-of-aggregate analytics and alerting as well as viewing network performance across a plurality of users and organizations.
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