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公开(公告)号：US20210158235A1
公开(公告)日：2021-05-27
申请号：US16698470
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
Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.
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公开(公告)号：US20210157834A1
公开(公告)日：2021-05-27
申请号：US16698484
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 , Matthew Chih-Hui Chiou , Snehankita Damacharla
IPC: G06F16/61 , G06F16/635 , G10L15/22 , G10L15/18 , G06F16/683 , G06F16/68 , G06F16/638
Abstract: Systems and methods to support searching and diagnostics capabilities in a customer contact service. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to receive, from a client, a request to perform a search with a specified set of parameters on a plurality of outputs associated with a plurality of contacts data, wherein the plurality of outputs are generated based at least in part by: transcripts generated based on audio data of the plurality of contacts data, metadata determined based the transcripts using one or more natural language processing (NLP) techniques, categories that are matched based at least in part on the transcripts, and search the plurality of outputs to obtain a search result determined based at least in part on the transcripts, metadata, and categories, and provide the search result to the client.
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公开(公告)号：US10083160B1
公开(公告)日：2018-09-25
申请号：US14675578
申请日：2015-03-31
Applicant: Amazon Technologies, Inc.
Inventor： Wainwright Gregory Siady Yu , Shanmugarasa Muhunthan , Robert Wayne Roth , Ashish Singh , Brian David Rosenblat , Jeffrey Craig Kunins , Eric Michael Franklin , Walter Manching Tseng , Seth Gershom Goldstein , Otis Yeager Chandler , Andrew Olcott , Arjun Subramanian , Jay Prashant Subhash , Manigandan Natarajan
IPC: G06F17/00 , G06F17/24 , G06F3/0483 , G06F17/30
CPC classification number: G06F17/241 , G06F3/0483 , G06F3/04855 , G06F3/04883 , G06F16/9558 , G06F2203/04803
Abstract: A metadata item may be generated that includes metadata content corresponding to a selected portion of digital content stored on a first device, the metadata item may be associated with a first user profile, and the metadata item may be distributed to a second user device storing the digital content such that the metadata item can be accessed via a second user profile and rendered on the second user device in association with the digital content. In this manner, metadata content corresponding to digital content may be shared across user profiles that access the digital content. In addition, a collaborative content item may be generated that includes collaborative content associated with a word or phrase in digital content and that is editable by multiple user profiles.
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公开(公告)号：US11862148B2
公开(公告)日：2024-01-02
申请号：US16698449
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 , Harsh Yadav , Priyanka Shirish Kale
IPC: G10L15/00 , G10L15/26 , G10L15/18 , G06Q10/107 , G06Q30/016 , G10L15/30 , G06N5/04 , G10L15/22 , G10L15/32 , G06F16/61 , H04L9/32 , H04L9/06
CPC classification number: G10L15/1815 , G06F16/61 , G06N5/04 , G06Q10/107 , G06Q30/016 , G10L15/22 , G10L15/30 , G10L15/32 , H04L9/0643 , H04L9/3242
Abstract: Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.
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公开(公告)号：US20220100967A1
公开(公告)日：2022-03-31
申请号：US17039891
申请日：2020-09-30
Applicant: Amazon Technologies, Inc.
Inventor： Yahor Pushkin , Rishita Rajal Anubhai , Sameer Karnik , Sunil Mallya Kasaragod , Abhinav Goyal , Yaser Al-Onaizan , Ashish Singh , Ashish Khare
IPC: G06F40/35 , G06K9/62 , G06F40/295
Abstract: Methods, systems, and computer-readable media for lifecycle management for customized natural language processing are disclosed. A natural language processing (NLP) customization service determines a task definition associated with an NLP model based (at least in part) on user input. The task definition comprises an indication of one or more tasks to be implemented using the NLP model and one or more requirements associated with use of the NLP model. The service determines the NLP model based (at least in part) on the task definition. The service trains the NLP model. The NLP model is used to perform inference for a plurality of input documents. The inference outputs a plurality of predictions based (at least in part) on the input documents. Inference data is collected based (at least in part) on the inference. The service generates a retrained NLP model based (at least in part) on the inference data.
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Patent Agency Ranking
公开(公告)号：US20210158805A1
公开(公告)日：2021-05-27
申请号：US16698449
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 , Harsh Yadav , Priyanka Shirish Kale
Abstract: Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.
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公开(公告)号：US10423703B1
公开(公告)日：2019-09-24
申请号：US14316371
申请日：2014-06-26
Applicant: Amazon Technologies, Inc.
Inventor： Ashish Singh , Robert Hale Christensen , Eric Chen
Abstract: Systems, methods, and computer-readable media are disclosed for detecting and rendering endnotes in digital content. A user selection of a link rendered at a first location in digital content may be detected and various filtering criteria may be evaluated to determine whether the link references a second location in the digital content that is associated with endnote content. If the link is determined to reference endnote content, the endnote content may be extracted and rendered in association with a portion of the digital content corresponding to the first location.
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公开(公告)号：US11893526B2
公开(公告)日：2024-02-06
申请号：US16698470
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: G10L15/00 , G10L15/26 , G06Q10/0633 , G06F16/683 , H04M3/51 , G10L15/18 , G06F40/16 , G10L15/08
CPC classification number: G06Q10/0633 , G06F16/685 , G06F40/16 , G10L15/1815 , G10L15/26 , H04M3/5191 , G10L2015/088 , H04M2203/357
Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.
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公开(公告)号：US10777186B1
公开(公告)日：2020-09-15
申请号：US16190047
申请日：2018-11-13
Applicant: Amazon Technologies, Inc.
Inventor： Stefano Stefani , Pramod Gurunath , Ashish Singh , Katrin Kirchoff , Deepikaa Suresh , Varun Sembium Varadarajan , Vasanth Philomin , Vikram Sathyanarayana Anbazhagan , Pu Paul Zhao , Vijit Gupta , Ruoyu Huang
Abstract: Techniques for streaming real-time automated speech recognition (ASR) are described. A user can stream audio data to a frontend service of the ASR service. The frontend service can establish a bi-directional connection to an audio decoder host to perform ASR on the data stream. The audio decoder host may include a streaming ASR engine which can analyze chunks of the audio data stream using an acoustic model to divide the audio data into words, and a language model to identify sentences made of the words spoken in the audio file. The acoustic model can be trained using short audio sentence data (e.g., on the order of 30 seconds to a few minutes), enabling the transcription service to accurately transcribe short chunks of audio data. The results are then punctuated and normalized. The resulting transcript is then streamed back to the user over the bi-directional connection.
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公开(公告)号：US10599758B1
公开(公告)日：2020-03-24
申请号：US14675582
申请日：2015-03-31
Applicant: Amazon Technologies, Inc.
Inventor： Wainwright Gregory Siady Yu , Robert Wayne Roth , Ashish Singh , Brian David Rosenblat , Jeffrey Craig Kunins , Eric Michael Franklin , Walter Manching Tseng , Seth Gershom Goldstein , Otis Yeager Chandler , Andrew Olcott
IPC: G06F17/24 , H04L29/08 , G06F16/31 , G06F16/335 , G06F16/2457
Abstract: A metadata item may be generated that includes metadata content corresponding to a selected portion of digital content stored on a first device, the metadata item may be associated with a first user profile, and the metadata item may be distributed to a second user device storing the digital content such that the metadata item can be accessed via a second user profile and rendered on the second user device in association with the digital content. In this manner, metadata content corresponding to digital content may be shared across user profiles that access the digital content. In addition, a collaborative content item may be generated that includes collaborative content associated with a word or phrase in digital content and that is editable by multiple user profiles.
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