公开(公告)号：US12224968B2

公开(公告)日：2025-02-11

申请号：US17456386

申请日：2021-11-24

Applicant: Verizon Patent and Licensing Inc.

Inventor： Lakshmi Ramanathan ,  Johncy Arul Anburose

IPC: G06F15/16 ,  G06N20/00 ,  H04L51/02 ,  H04L51/216 ,  G06F40/20

Abstract: A device may receive session data of a communication session between an artificial intelligence (AI) communication device and a first user device. The device may analyze the session data to determine one or more portions of the session data and may identify a portion, of the one or more portions, for processing based on one or more criteria associated with the portion. The portion may include a plurality of entries including communications from the first user device and from the AI communication device. The device may analyze the plurality of entries to identify an entry including information regarding an escalation and may analyze one or more additional entries, of the plurality of entries, to determine a category associated with a cause of the escalation. The device may cause the AI communication device to be configured to address the cause based on the one or more additional entries and the category.

公开(公告)号：US20240311841A1

公开(公告)日：2024-09-19

申请号：US18185125

申请日：2023-03-16

Applicant: Verizon Patent and Licensing Inc.

Inventor： Pradeep Bharthur SHANTHRAJ ,  Prasanna Rajagopal ,  Charles J. Forsythe ,  Sankar Shanmugam ,  Neil Thomas Razzano ,  Rahul Vijaya Rao ,  Ravneet Singh ,  Michael Brimshan ,  Vipul Jha ,  Lakshmi Ramanathan

IPC: G06Q30/016 ,  G06F9/451

CPC classification number: G06Q30/016 ,  G06F9/453

Abstract: In some implementations, a system may receive, from a user device, a support request to setup a support session via a first communication modality. The system may determine an intent associated with the support session. The system may provide, to the user device, information to enable a second communication modality for the support session based on the intent associated with the support session. The system may receive, from the user device, an indication of one or more user interactions during the support session via at least one of the first communication modality or the second communication modality. The system may determine an intent associated with the one or more user interactions. The system may provide, to the user device, one or more responses, based on the intent associated with the one or more user interactions, via the first communication modality and the second communication modality.