公开(公告)号：US11893526B2

公开(公告)日：2024-02-06

申请号：US16698470

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Colin Thomas Davidson ,  Jessie Young ,  Yasser El-Haggan

IPC: G10L15/00 ,  G10L15/26 ,  G06Q10/0633 ,  G06F16/683 ,  H04M3/51 ,  G10L15/18 ,  G06F40/16 ,  G10L15/08

CPC classification number: G06Q10/0633 ,  G06F16/685 ,  G06F40/16 ,  G10L15/1815 ,  G10L15/26 ,  H04M3/5191 ,  G10L2015/088 ,  H04M2203/357

Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.

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.

公开(公告)号：US20210158234A1

公开(公告)日：2021-05-27

申请号：US16698457

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Colin Thomas Davidson ,  Jessie Young ,  Yasser El-Haggan

IPC: G06Q10/06 ,  G10L15/18 ,  H04M3/51 ,  G06F16/683 ,  G10L15/26 ,  G06F40/16 ,  G10L15/08

Abstract: Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.

公开(公告)号：US20210158235A1

公开(公告)日：2021-05-27

申请号：US16698470

申请日：2019-11-27

Applicant: Amazon Technologies, Inc.

Inventor： Swaminathan Sivasubramanian ,  Vasanth Philomin ,  Vikram Anbazhagan ,  Ashish Singh ,  Atul Deo ,  Anuroop Arora ,  Colin Thomas Davidson ,  Jessie Young ,  Yasser El-Haggan

IPC: G06Q10/06 ,  G06F40/16 ,  G06F16/683 ,  G10L15/18 ,  G10L15/26 ,  H04M3/51 ,  G10L15/08

Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.

公开(公告)号：US11862148B2

公开(公告)日：2024-01-02

申请号：US16698449

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 ,  Harsh Yadav ,  Priyanka Shirish Kale

IPC: G10L15/00 ,  G10L15/26 ,  G10L15/18 ,  G06Q10/107 ,  G06Q30/016 ,  G10L15/30 ,  G06N5/04 ,  G10L15/22 ,  G10L15/32 ,  G06F16/61 ,  H04L9/32 ,  H04L9/06

CPC classification number: G10L15/1815 ,  G06F16/61 ,  G06N5/04 ,  G06Q10/107 ,  G06Q30/016 ,  G10L15/22 ,  G10L15/30 ,  G10L15/32 ,  H04L9/0643 ,  H04L9/3242

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.

公开(公告)号：US20210158805A1

公开(公告)日：2021-05-27

申请号：US16698449

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 ,  Harsh Yadav ,  Priyanka Shirish Kale

IPC: G10L15/18 ,  G06Q10/10 ,  G06Q30/00 ,  G06F16/61 ,  G06N5/04 ,  G10L15/22 ,  G10L15/32 ,  G10L15/30

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.