公开(公告)号：US20210158813A1

公开(公告)日：2021-05-27

申请号：US16698478

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Jessie Young ,  Colin Thomas Davidson ,  Harsh Yadav ,  Srikanth Prabala ,  Zeshan Peng

IPC: G10L15/22 ,  G06Q30/00 ,  G06Q10/10 ,  G06F16/61 ,  G06F16/683 ,  G10L15/30 ,  G10L15/18

Abstract: Systems and methods which may be implemented in the context of a customer contact service. A service of a computing resource service provider may obtain, at a first service of a computing resource service provider, audio source data from a client of the computing resource service provider, generate an output from the audio data, wherein the output encodes: a transcript of the audio data generated by a second service, wherein the transcript is partitioned by speaker, metadata generated by a third service based at least in part on the transcript, and, one or more categories triggered by the transcript, wherein a fourth service is used to determine whether the one or more categories match the transcript, and providing the output to the client.

公开(公告)号：US20210158234A1

公开(公告)日：2021-05-27

申请号：US16698457

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Colin Thomas Davidson ,  Jessie Young ,  Yasser El-Haggan

IPC: G06Q10/06 ,  G10L15/18 ,  H04M3/51 ,  G06F16/683 ,  G10L15/26 ,  G06F40/16 ,  G10L15/08

Abstract: Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.

公开(公告)号：US10739944B1

公开(公告)日：2020-08-11

申请号：US15428315

申请日：2017-02-09

Applicant: AMAZON TECHNOLOGIES, INC.

Inventor： Manikanta Aditya Pasalapudi ,  Varun Jakhoria ,  Ashish Singh

IPC: G06F3/0482 ,  H04N21/472

Abstract: A system for generating heat map data for content. The system may include a user device, which may capture user input to begin presentation of the content and stop presentation of the content. The user device may also capture information associated with a time interval associated with the user input. The time interval may include a start time and an end time. The user device may send the user input and the information to a server. The server may collect user inputs and information from multiple user devices which are used to generate user interface data. The user interface data may be configured to cause a depiction of a user interface element. The user interface element may include one or more indicators that identify an interest portion associated with the time interval within the content. The indicators enable a user to locate or know interesting portions within the content.