公开(公告)号：US10789943B1

公开(公告)日：2020-09-29

申请号：US16120182

申请日：2018-08-31

Applicant: Interactions LLC

Inventor： Larissa Lapshina ,  Mahnoosh Mehrabani Sharifbad ,  David Thomson ,  Yoryos Yeracaris

IPC: G10L15/00 ,  G10L15/18 ,  G10L15/30 ,  G10L15/22

Abstract: An interactive response system combines human intelligence (HI) subsystems with artificial intelligence (AI) subsystems to facilitate overall capability of multi-channel user interfaces. The system permits imperfect AI subsystems to nonetheless lessen the burden on HI subsystems. A combined AI and HI proxy is used to implement an interactive omnichannel system, and the proxy dynamically determines how many AI and HI subsystems are to perform recognition for any particular utterance, based on factors such as confidence thresholds of the AI recognition and availability of HI resources. Furthermore the system uses information from prior recognitions to automatically build, test, predict confidence, and maintain AI models and HI models for system recognition improvements.

公开(公告)号：US20190013038A1

公开(公告)日：2019-01-10

申请号：US16027202

申请日：2018-07-03

Applicant: Interactions LLC

Inventor： David Thomson ,  Ethan Selfridge

IPC: G10L25/51 ,  G10L15/22 ,  G10L15/18 ,  G10L15/06 ,  H04M3/51

Abstract: A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.

公开(公告)号：US11210461B2

公开(公告)日：2021-12-28

申请号：US16027202

申请日：2018-07-03

Applicant: Interactions LLC

Inventor： David Thomson ,  Ethan Selfridge

IPC: G06F40/205 ,  G10L25/51 ,  G10L15/22 ,  G10L15/06 ,  G10L15/18 ,  H04M3/42 ,  H04L29/06 ,  G06F40/20 ,  H04M3/51

Abstract: A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.