Waypoint detection for a contact center analysis system
US11568231B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 8, 2017 |
| Grant date | Jan 31, 2023 |
| Priority date | — |
| Expiry date | Aug 13, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/72
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A contact center analysis system can receive various types of communications from customers, such as audio from telephone calls, voicemails, or video conferences; text from speech-to-text translations, emails, live chat transcripts, text messages, and the like; and other media or multimedia. The system can segment the communication data using temporal, lexical, semantic, syntactic, prosodic, user, and/or other features of the segments. The system can cluster the segments according to one or more similarity measures of the segments. The system can use the clusters to train a machine learning classifier to identify one or more of the clusters as waypoints (e.g., portions of the communications of particular relevance to a user training the classifier). The system can automatically classify new communications using the classifier and facilitate various analyses of the communications using the waypoints.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.