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.