Computer-based systems configured to monitor a communication session and generate a training session and methods of use thereof
US12413671B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 16, 2023 |
| Grant date | Sep 9, 2025 |
| Priority date | — |
| Expiry date | Mar 28, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In some embodiments, the present disclosure provides an exemplary method that may include steps of monitoring, a conversation script between a call center agent and a customer; utilizing, a speech-to-text deep machine learning model to transcribe the audio call to text; utilizing, a natural language processing deep machine learning model to map intent mappings of the audio call; utilizing, a similarity measurement model to determine a semantic similarity between predefined intent mappings and the intent mappings of the call audio text; determining, an error based on the semantic similarity in the intent mapping call audio text; determining a training session based on the error.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.