System and method for enhanced customer service through automated real-time FAQ generation from call center interactions
US12431139B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 11, 2024 |
| Grant date | Sep 30, 2025 |
| Priority date | — |
| Expiry date | Sep 11, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/42221
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An automated system for generating Frequently Asked Questions (FAQs) from call center interactions includes a call center device for recording audio conversations between agents and customers, and a backend system. The backend system segments the conversation between agent and customer speech, converts the segmented speech into text using an Automatic Speech Recognition engine, and generates FAQs using a Large Language Model. Each FAQ includes a query statement corresponding to the customer's speech and at least one answer statement corresponding to the agent's speech. The system also includes mechanisms for selecting relevant, non-duplicate FAQs, determining the importance of each FAQ based on frequency, sentiment, and coherence scores, and dynamically updating the FAQ database in real-time. A user interface displays the generated FAQs with dropdown arrows to view the answers, enhancing customer service efficiency and accuracy by providing immediate, relevant responses to common inquiries.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.