Systems and methods for structured conversation summarization
US12400072B2 · kind B2 · utility
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18Claims
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Key dates
| Filing date | Jan 18, 2023 |
| Grant date | Aug 26, 2025 |
| Priority date | — |
| Expiry date | Dec 5, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/56
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Embodiments described herein provide a structured conversation summarization framework. A user interface may be provided which allows an agent to perform a conversation with a customer, for example regarding resolving a customer support issue. Utterances by both the agent and customer may be stored, and at the end of the conversation, the utterances may be used to generate a structured summary. The structured summary may include components such as a general summary, an issue summary, and a resolution summary. Using neural network models and heuristics, each component of the summary may be automatically generated.
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