Conformational framework for call drop likelihood from interactive voice response system
US11647115B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 25, 2021 |
| Grant date | May 9, 2023 |
| Priority date | — |
| Expiry date | Jul 4, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/2227
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present disclosure provide methods, apparatus, systems, computing devices, and/or computing entities for processing a call drop likelihood prediction for an interactive call data object. In accordance with one embodiment, a method is provided that includes: identifying a group of interactive call feature data objects associated with the interactive call data object that comprises an interactive call audio data object and an interactive call metadata object; processing the call feature data objects using a real-time call monitoring machine learning framework to generate the prediction by: processing the call audio data object using an audio data processing machine learning model to generate an audio-based embedding data object, processing the call audio data object using an audio transcript processing machine learning model to generate a transcript-based embedding data object, and generating the prediction based at least in part on the audio-based and transcript-based embedding data objects and the metadata object.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.