System and method for determining a purpose of a call
US12063326B1 · kind B1 · utility
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14Claims
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Assignee
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Key dates
| Filing date | Aug 31, 2021 |
| Grant date | Aug 13, 2024 |
| Priority date | — |
| Expiry date | Aug 31, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method of predicting purpose of call for a call center is disclosed to support various analytical functions, Automatic discovery of call topics, clustering of topics, and assigning of utterance to clusters may be provided. In some implementations, a pipeline includes an inference engine that includes a machine learning model trained on call transcripts and call attribute data to predict purpose of call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.