公开(公告)号：US12062368B1

公开(公告)日：2024-08-13

申请号：US17039613

申请日：2020-09-30

Applicant: Amazon Technologies, Inc.

Inventor： Anuroop Arora ,  Atul Deo ,  Ramesh M. Nallapati ,  Henghui Zhu ,  Arvind Arikatla ,  Sai Bharadwaj Kanduri ,  Srikanth Prabala ,  Dejiao Zhang

IPC: G10L15/18 ,  G06N20/00 ,  G06Q30/01 ,  G10L15/06 ,  G10L15/08 ,  G10L15/26

CPC classification number: G10L15/1822 ,  G06N20/00 ,  G10L15/063 ,  G10L15/26 ,  G06Q30/01 ,  G10L2015/0631 ,  G10L2015/088

Abstract: Systems and methods to detect themes in contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. Text-based transcripts of contacts data may be parsed into turns, an issue turn may be detected using a machine learning model, a key phrase may be extracted from the issue turn. Key phrases from across multiple contacts data may be clustered to identify themes.

公开(公告)号：US20210158813A1

公开(公告)日：2021-05-27

申请号：US16698478

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Jessie Young ,  Colin Thomas Davidson ,  Harsh Yadav ,  Srikanth Prabala ,  Zeshan Peng

IPC: G10L15/22 ,  G06Q30/00 ,  G06Q10/10 ,  G06F16/61 ,  G06F16/683 ,  G10L15/30 ,  G10L15/18

Abstract: Systems and methods which may be implemented in the context of a customer contact service. A service of a computing resource service provider may obtain, at a first service of a computing resource service provider, audio source data from a client of the computing resource service provider, generate an output from the audio data, wherein the output encodes: a transcript of the audio data generated by a second service, wherein the transcript is partitioned by speaker, metadata generated by a third service based at least in part on the transcript, and, one or more categories triggered by the transcript, wherein a fourth service is used to determine whether the one or more categories match the transcript, and providing the output to the client.