Techniques for providing natural language understanding (NLU) services to contact centers
US12249335B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 30, 2022 |
| Grant date | Mar 11, 2025 |
| Priority date | — |
| Expiry date | Apr 19, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/405
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques for providing natural language understanding (NLU) services to contact centers are disclosed herein. An example method includes receiving, at a cloud NLU connector, a data stream from a contact center that includes an audio stream, extracting the audio stream from the data stream, and transmitting the audio stream through a secure network to a cloud-based NLU hub. The cloud-based NLU hub is communicatively coupled to a plurality of cloud-based NLU service providers and stores a plurality of user NLU profiles that each designate one or more cloud-based NLU service providers to provide NLU services. The example method further includes determining one or more designated cloud-based NLU service providers to provide at least one NLU service corresponding to the audio stream, and causing the one or more designated cloud-based NLU service providers to process the audio stream in accordance with the at least one NLU service.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.