Systems for summarizing contact center calls and methods of using same
US11228681B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 26, 2021 |
| Grant date | Jan 18, 2022 |
| Priority date | — |
| Expiry date | Mar 26, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/552
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.