WO2021108454A3 - Systems and methods to analyze customer contacts - Google Patents

Systems and methods to analyze customer contacts Download PDF

Info

Publication number
WO2021108454A3
WO2021108454A3 PCT/US2020/062093 US2020062093W WO2021108454A3 WO 2021108454 A3 WO2021108454 A3 WO 2021108454A3 US 2020062093 W US2020062093 W US 2020062093W WO 2021108454 A3 WO2021108454 A3 WO 2021108454A3
Authority
WO
WIPO (PCT)
Prior art keywords
systems
methods
text
output
audio
Prior art date
Application number
PCT/US2020/062093
Other languages
French (fr)
Other versions
WO2021108454A2 (en
Inventor
Swaminathan Sivasubramanian
Vasanth Philomin
Vikram Anbazhagan
Ashish Singh
Atul Deo
Anuroop Arora
Jessie Young
Harsh Yadav
Priyanka Shirish Kale
Colin Thomas Davidson
Yasser El-Haggan
Srikanth Prabala
Zeshan Peng
Matthew Chih-Hui Chiou
Snehankita Damacharla
Original Assignee
Amazon Technologies, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US16/698,470 external-priority patent/US11893526B2/en
Priority claimed from US16/698,449 external-priority patent/US11862148B2/en
Priority claimed from US16/698,457 external-priority patent/US20210158234A1/en
Priority claimed from US16/698,484 external-priority patent/US20210157834A1/en
Priority claimed from US16/698,478 external-priority patent/US20210158813A1/en
Application filed by Amazon Technologies, Inc. filed Critical Amazon Technologies, Inc.
Priority to CN202080092264.8A priority Critical patent/CN115053244A/en
Priority to EP20842353.3A priority patent/EP4066177A2/en
Publication of WO2021108454A2 publication Critical patent/WO2021108454A2/en
Publication of WO2021108454A3 publication Critical patent/WO2021108454A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/30—Semantic analysis
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Abstract

Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.
PCT/US2020/062093 2019-11-27 2020-11-24 Systems and methods to analyze customer contacts WO2021108454A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CN202080092264.8A CN115053244A (en) 2019-11-27 2020-11-24 System and method for analyzing customer contact
EP20842353.3A EP4066177A2 (en) 2019-11-27 2020-11-24 Systems and methods to analyze customer contacts

Applications Claiming Priority (10)

Application Number Priority Date Filing Date Title
US16/698,470 US11893526B2 (en) 2019-11-27 2019-11-27 Customer contact service with real-time supervisor assistance
US16/698,449 2019-11-27
US16/698,478 2019-11-27
US16/698,449 US11862148B2 (en) 2019-11-27 2019-11-27 Systems and methods to analyze customer contacts
US16/698,457 US20210158234A1 (en) 2019-11-27 2019-11-27 Customer contact service with real-time agent assistance
US16/698,484 US20210157834A1 (en) 2019-11-27 2019-11-27 Diagnostics capabilities for customer contact services
US16/698,478 US20210158813A1 (en) 2019-11-27 2019-11-27 Enrichment of customer contact data
US16/698,484 2019-11-27
US16/698,470 2019-11-27
US16/698,457 2019-11-27

Publications (2)

Publication Number Publication Date
WO2021108454A2 WO2021108454A2 (en) 2021-06-03
WO2021108454A3 true WO2021108454A3 (en) 2021-07-22

Family

ID=74186816

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2020/062093 WO2021108454A2 (en) 2019-11-27 2020-11-24 Systems and methods to analyze customer contacts

Country Status (3)

Country Link
EP (1) EP4066177A2 (en)
CN (1) CN115053244A (en)
WO (1) WO2021108454A2 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11435881B1 (en) * 2020-06-29 2022-09-06 United Services Automobile Association (Usaa) Integrated smart graphical user interface for customer management systems
US11765272B2 (en) 2021-07-30 2023-09-19 Zoom Video Communications, Inc. Data aggregation for user interaction enhancement
US20230206255A1 (en) * 2021-12-27 2023-06-29 Google Llc Automated Customer Trust Measurement and Insights Generation Platform

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150195406A1 (en) * 2014-01-08 2015-07-09 Callminer, Inc. Real-time conversational analytics facility

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150195406A1 (en) * 2014-01-08 2015-07-09 Callminer, Inc. Real-time conversational analytics facility

Also Published As

Publication number Publication date
WO2021108454A2 (en) 2021-06-03
CN115053244A (en) 2022-09-13
EP4066177A2 (en) 2022-10-05

Similar Documents

Publication Publication Date Title
WO2021108454A3 (en) Systems and methods to analyze customer contacts
Beskow et al. Bot-hunter: a tiered approach to detecting & characterizing automated activity on twitter
WO2019190646A3 (en) Natural assistant interaction
AU2023241291B2 (en) Systems and methods of controllable natural language generation
US9866511B2 (en) Ensuring that a composed message is being sent to the appropriate recipient
JP2019200551A5 (en)
EP4231285A3 (en) Accessing multiple virtual personal assistants (vpa) from a single device
SG10201707702YA (en) Collaborative Voice Controlled Devices
GB2564506A (en) Device identifier dependent operation processing of packet based data communication
WO2006081428A3 (en) Parser for generating structure data
MX2018014904A (en) Methods and systems for generation of dynamic multicast channel maps.
MY194652A (en) Information recommendation method and apparatus
DE69739021D1 (en) D A NETWORK AGAINST HARMFUL DOWNLOADABLE PROGRAMS
WO2019118469A3 (en) Methods and systems for management of media content associated with message context on mobile computing devices
US20200057808A1 (en) Leveraging a topic divergence model to generate dynamic sidebar chat conversations
US10621516B2 (en) Content delivery method, apparatus, and storage medium
US10713443B1 (en) Machine learning model for computer-generated patent applications to provide support for individual claim features in a specification
WO2019228574A3 (en) Log-structured storage systems
SG11201811808VA (en) Database data modification request processing method and apparatus
CA3101497A1 (en) System and method for analyzing and modeling content
WO2006122106A3 (en) Processing information from selected sources via a single website
CN108388597A (en) Conference summary generation method and device
GB2573970A (en) System and method for detecting network topology
US10762906B2 (en) Automatically identifying speakers in real-time through media processing with dialog understanding supported by AI techniques
WO2019147586A3 (en) Distributed data collection system

Legal Events

Date Code Title Description
NENP Non-entry into the national phase

Ref country code: DE

ENP Entry into the national phase

Ref document number: 2020842353

Country of ref document: EP

Effective date: 20220627

121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 20842353

Country of ref document: EP

Kind code of ref document: A2