Inverse text normalization of contact center communications
US12353831B2 · kind B2 · utility
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17Claims
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Key dates
| Filing date | Dec 23, 2022 |
| Grant date | Jul 8, 2025 |
| Priority date | — |
| Expiry date | Sep 27, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for inverse text normalization of contact center communications according to an embodiment includes performing named entity recognition on text from a contact center communication to identify one or more entities in the text, normalizing each of the identified one or more entities in the text using weighted finite-state transducers, and normalizing at least one entity identified in the text using a large language model in response to determining that the at least one entity identified in the text was unable to be normalized using the weighted finite-state transducers.
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