公开(公告)号：US12099860B1

公开(公告)日：2024-09-24

申请号：US18186702

申请日：2023-03-20

申请人： Verizon Patent and Licensing Inc.

发明人： RajeshKhanna Singa Ramalingam ,  Kumaradevan Chandrabose ,  Deenaraj Joshi Jangam ,  Srinivasa Kaniganti ,  Sankar Shanmugam

IPC分类号： G06F9/451 ,  G06F3/0484 ,  G06N3/006

CPC分类号： G06F9/453 ,  G06F3/0484 ,  G06N3/006

摘要： In some implementations, a support system may receive, from a user device, a support request to setup a support session. The support system may establish the support session based on the support request by enabling support communications associated with the support session to be exchanged between a terminal device associated with the support system and the user device. The support system may determine an intent associated with the support session by using artificial intelligence processing to process one or more utterances received from the user device. The support system may provide, to the terminal device, a delegation message that includes an option to enable the support communications associated with the support session to be exchanged between the user device and an assisting device associated with the support system. The assisting device may execute an automated support agent. The support system may provide one or more support messages generated by the automated support agent to the user device based on a selection of the option included in the delegation message.

公开(公告)号：US20240320684A1

公开(公告)日：2024-09-26

申请号：US18189358

申请日：2023-03-24

申请人： Verizon Patent and Licensing Inc.

发明人： RajeshKhanna Singa Ramalingam ,  Kumaradevan Chandrabose ,  Srinivasa Kaniganti ,  Sankar Shanmugam

IPC分类号： G06Q30/015 ,  G06N5/022

CPC分类号： G06Q30/015 ,  G06N5/022

摘要： The present teaching relates to auto generated summaries of communications and enabled services. Summaries are automatically generated based on machine trained models for communications between customers and service agents. A summary modification history is created for each of the summaries including the machine generated summary and some updated versions of the summary. When a service request is received from a customer, a summary modification history of a prior communication associated with the customer is retrieved for responding to the request. Using the summary modification histories, feedback data is generated, which is then used for updating the models.