Systems and methods to analyze customer contacts
US11862148B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 27, 2019 |
| Grant date | Jan 2, 2024 |
| Priority date | — |
| Expiry date | Jun 10, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.