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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.
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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
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.
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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
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.
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Patent Agency Ranking
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.
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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
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.
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公开(公告)号：US12170646B1
公开(公告)日：2024-12-17
申请号：US18237081
申请日：2023-08-23
Applicant: Amazon Technologies, Inc.
Inventor： Yang Li , Xu Zhao , Kai Gao , Yue Yang , Vikram Anbazhagan
IPC: H04L61/3015 , H04L45/655 , H04L61/4511 , H04L67/10 , H04L45/76
Abstract: This disclosure describes a container management tool of a container management service of a service provider network that operates a first container in a network mode associated with a software generated namespace generated by the container management tool. The container management tool determines a location of the software generated namespace and adds a link to a desired, e.g., existing application network namespace to the software generated namespace. The container management tool, using an application namespace creation script, generates a name for the desired application network namespace. The service provider network executes one or more first applications in the first container, wherein executing the one or more first applications in the first container comprises the first container accessing the software generated namespace and following the link to the desired application network namespace.
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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
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.
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公开(公告)号：US20210157834A1
公开(公告)日：2021-05-27
申请号：US16698484
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 , Matthew Chih-Hui Chiou , Snehankita Damacharla
IPC: G06F16/61 , G06F16/635 , G10L15/22 , G10L15/18 , G06F16/683 , G06F16/68 , G06F16/638
Abstract: Systems and methods to support searching and diagnostics capabilities in a customer contact service. 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 receive, from a client, a request to perform a search with a specified set of parameters on a plurality of outputs associated with a plurality of contacts data, wherein the plurality of outputs are generated based at least in part by: transcripts generated based on audio data of the plurality of contacts data, metadata determined based the transcripts using one or more natural language processing (NLP) techniques, categories that are matched based at least in part on the transcripts, and search the plurality of outputs to obtain a search result determined based at least in part on the transcripts, metadata, and categories, and provide the search result to the client.
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