Patent · US Active

Call review tool for intelligent voice interface

US12212712B2 · kind B2 · utility

1Cited by

2References

16Claims

0Family size

Assignee

State Farm Mutual Automobile Insurance Company · US

Inventors

Duane Lee Marzinzik · Springfield, US
Eric R. Moore · Heyworth, US
Gregory D. Carter · Bloomington, US
Harsh Lalwani · Normal, US
Matthew Mifflin · Bloomington, US
Padmaja Uppaluri · Bloomington, US
Ryan Jewell · Bloomington, US
Richard J. Lovings · Bloomington, US

Key dates

Filing date	Jul 21, 2022
Grant date	Jan 28, 2025
Priority date	—
Expiry date	Mar 22, 2043

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2201/40
WIPO fieldComputer technology
WIPO sectorElectrical engineering

Abstract

A method for facilitating reviews of caller interactions with an intelligent voice interface may include receiving raw voice data representing dialog between one or more callers and the intelligent voice interface during one or more respective voice calls, determining, by processing text translation of the raw voice data using one or more natural language processing models, one or more intents of the one or more callers during the one or more voice calls, generating one or more event labels indicative of one or more events associated with the one or more voice calls, and causing a user interface to be presented on a display device. The user interface may enable a user to (i) listen to the raw voice data, (ii) view the one or more intents, and/or (iii) view the one or more event labels.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.