Device-based audio processing for enhanced customer support
US11363144B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 21, 2020 |
| Grant date | Jun 14, 2022 |
| Priority date | — |
| Expiry date | Sep 21, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/527
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A text representation is received from a virtual assistant application on a user device. The text representation may be generated via a speech-to-text engine of the virtual assistant application from audio speech spoken by a customer. Device diagnostic data of the user device is also received from the virtual assistant application. An identifier of the customer is placed in an assistance queue. At least information in the text representation and the device diagnostic data is analyzed to determine an issue associated with the user device and a solution for resolving the issue, so that the solution is applied. In response to the identifier of the customer reaching a front of the assistance queue, session state information that includes at least the text representation and a description of the issue is provided to a support application. A voice support session is initiated between the support application and the virtual assistant application.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.