Identifying high effort statements for call center summaries
US12367345B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 17, 2024 |
| Grant date | Jul 22, 2025 |
| Priority date | — |
| Expiry date | May 17, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls to provide communication summaries that capture effort levels of statements made during interactive communications. For a given call, the system receives a transcript as the input and generates a textual summary as the output. In order to improve a call summary and customize a summarization task to a call center domain, the technology disclosed herein may employ a classifier that predicts an effort level and attention score for individual utterances within a call transcript, ranks the attention scores and uses selected ones of the ranked utterances in the summary.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.