公开(公告)号：US11956385B2

公开(公告)日：2024-04-09

申请号：US17931603

申请日：2022-09-13

Applicant: Verizon Patent and Licensing Inc.

Inventor： Srinivasa Kaniganti ,  Madhu Talupur ,  Sankar Shanmugam ,  Amol Chakradeo ,  Rajeshkhanna Singa Ramalingam

IPC: H04M3/493 ,  H04M3/53

CPC classification number: H04M3/493 ,  H04M3/5307 ,  H04M2203/1058

Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.

公开(公告)号：US12278931B2

公开(公告)日：2025-04-15

申请号：US18151090

申请日：2023-01-06

Applicant: Verizon Patent and Licensing Inc.

Inventor： RajeshKhanna Singa Ramalingam ,  Amol Chakradeo ,  Srinivasa Kaniganti ,  Sankar Shanmugam

IPC: H04M3/00 ,  H04L12/66 ,  H04L51/04 ,  H04M3/436 ,  H04M3/523 ,  H04M5/00

Abstract: In some implementations, an agent-assistance platform may receive a first call stream. The agent-assistance platform may identify a first topic of the first call stream. The agent-assistance platform may output, using a recommendation model, one or more recommendations associated with the first topic of the first call stream. The agent-assistance platform may determine whether a recommendation, of the one or more recommendations, is selected for inclusion in the first call stream. The agent-assistance platform may update the recommendation model with information indicating whether the recommendation is selected for inclusion in the first call stream. The agent-assistance platform may receive a second call stream. The agent-assistance platform may identify a second topic of the second call stream, the first topic being the same as the second topic. The agent-assistance platform may selectively output, using the updated recommendation model, the recommendation for the second call stream.