公开(公告)号：US12212712B2

公开(公告)日：2025-01-28

申请号：US17870076

申请日：2022-07-21

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Duane Lee Marzinzik ,  Eric R. Moore ,  Gregory D. Carter ,  Harsh Lalwani ,  Matthew Mifflin ,  Padmaja Uppaluri ,  Ryan Jewell ,  Richard J. Lovings

IPC: H04M3/493 ,  G06F3/16 ,  G06F40/35 ,  G10L15/04 ,  G10L15/18 ,  G10L15/183 ,  G10L15/22 ,  G10L15/26 ,  G10L15/30 ,  G10L25/63 ,  H04L51/52 ,  H04M3/42

Abstract: A method for facilitating reviews of caller interactions with an intelligent voice interface may include receiving raw voice data representing dialog between one or more callers and the intelligent voice interface during one or more respective voice calls, determining, by processing text translation of the raw voice data using one or more natural language processing models, one or more intents of the one or more callers during the one or more voice calls, generating one or more event labels indicative of one or more events associated with the one or more voice calls, and causing a user interface to be presented on a display device. The user interface may enable a user to (i) listen to the raw voice data, (ii) view the one or more intents, and/or (iii) view the one or more event labels.

公开(公告)号：US20240086652A1

公开(公告)日：2024-03-14

申请号：US18502857

申请日：2023-11-06

Applicant: State Farm Mutual Automobile Insurance Company

Inventor： Duane L. Marzinzik ,  Matthew Mifflin ,  Christopher Burkiewicz

IPC: G06F40/58

CPC classification number: G06F40/58

Abstract: A computer system includes a multimodal server and an audio handler. The audio handler is programmed to: (1) receive, from the user computer device via the multimodal server, a verbal statement of a user including a plurality of words; (2) translate the verbal statement into text; (3) select a bot to analyze the translated text; (4) generate an audio response from a text response provided by executing the bot selected for the translated text to generate the text response, wherein the audio response is a response to the user; and (5) transmit the audio response to the multimodal server. The multimodal server is programmed to: (1) receive the audio response to the user's verbal statement from the audio handler; (2) enhance the audio response; and (3) cause the enhanced audio response to be communicated to the enhanced response to the user via the user computer device.

公开(公告)号：US20230040790A1

公开(公告)日：2023-02-09

申请号：US17870071

申请日：2022-07-21

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Duane Lee Marzinzik ,  Eric R. Moore ,  Gregory D. Carter ,  Harsh Lalwani ,  Matthew Mifflin ,  Padmaja Uppaluri ,  Ryan Jewell ,  Richard J. Lovings

IPC: H04M3/493 ,  G06F40/35 ,  G10L25/63

Abstract: A method for responding to inferred caller states during dialog with an intelligent voice interface configured to lead callers through pathways of an algorithmic dialog may include, during a voice communication with a caller via a caller device, receiving from the caller device caller input data indicative of a voice input of the caller, and determining, by processing the caller input data, an inferred state of the caller. Determining the inferred state of the caller may include analyzing one or more characteristics, other than textual content, of the voice input. The method may also include selecting a pathway through the algorithmic dialog based upon the inferred state of the caller.

公开(公告)号：US20230028693A1

公开(公告)日：2023-01-26

申请号：US17870062

申请日：2022-07-21

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Duane Lee Marzinzik ,  Eric R. Moore ,  Gregory D. Carter ,  Harsh Lalwani ,  Matthew Mifflin ,  Padmaja Uppaluri ,  Ryan Jewell ,  Richard J. Lovings

IPC: H04M3/493 ,  G10L15/22 ,  G10L15/183

Abstract: In a method for handling out-of-sequence caller dialog, an intelligent voice interface is configured to lead callers through pathways of an algorithmic dialog that includes available voice prompts for requesting different types of caller information. The method may include, during a voice communication with a caller via a caller device, receiving from the caller device caller input data indicative of a voice input of the caller, without having first provided to the caller device any voice prompt that requests a first type of caller information, and determining, by processing the caller input data, that the voice input includes caller information of the first type. The method also includes after determining that the voice input includes the caller information of the first type, bypassing one or more voice prompts, of the available voice prompts, that request the first type of caller information.

公开(公告)号：US20230022302A1

公开(公告)日：2023-01-26

申请号：US17870076

申请日：2022-07-21

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Duane Lee Marzinzik ,  Eric R. Moore ,  Gregory D. Carter ,  Harsh Lalwani ,  Matthew Mifflin ,  Padmaja Uppaluri ,  Ryan Jewell ,  Richard J. Lovings

IPC: H04M3/493 ,  H04M3/42 ,  G10L15/22 ,  G10L15/26

Abstract: A method for facilitating reviews of caller interactions with an intelligent voice interface may include receiving raw voice data representing dialog between one or more callers and the intelligent voice interface during one or more respective voice calls, determining, by processing text translation of the raw voice data using one or more natural language processing models, one or more intents of the one or more callers during the one or more voice calls, generating one or more event labels indicative of one or more events associated with the one or more voice calls, and causing a user interface to be presented on a display device. The user interface may enable a user to (i) listen to the raw voice data, (ii) view the one or more intents, and/or (iii) view the one or more event labels.