Quality assurance systems based on speaker intent detection
US12361933B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 3, 2025 |
| Grant date | Jul 15, 2025 |
| Priority date | — |
| Expiry date | Apr 3, 2045 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N3/126
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A semantic similarity based configurable system for automatic scenario detection in customer-agent conversations is disclosed. The system understands intent from the vector space semantic similarity between speaker sentences, which is agnostic to the use of synonyms and tolerates a large amount of paraphrasing. This approach scales easily to a large number of customers and can be fed more data to increase accuracy and precision. Furthermore, the system is configurable in real-time so that the client is able to control which intents are detected and how. In some embodiments, the semantic similarity based configurable system comprises a scenario detection system, a conversation tag system, a bi-encoder, and a cross-encoder, where the scenario detection system receives inputs of sample phrases and customer-agent utterances and generates results. The sample phrases may be phrases and keywords that describe a scenario expressing the behavior of a customer or call agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.