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公开(公告)号：US11935531B2
公开(公告)日：2024-03-19
申请号：US17539262
申请日：2021-12-01
发明人： Isaac Persing , Emad Noorizadeh , Ramakrishna R. Yannam , Sushil Golani , Hari Gopalkrishnan , Dana Patrice Morrow Branch
CPC分类号： G10L15/22 , G10L15/063 , G10L15/30 , G10L2015/223
摘要： Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.
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公开(公告)号：US20240056403A1
公开(公告)日：2024-02-15
申请号：US18380287
申请日：2023-10-16
发明人： Ramakrishna R. Yannam , Priyank R. Shah , Emad Noorizadeh , Castigliana Cimpian , Sushil Golani , Hari Gopalkrishnan
IPC分类号： H04L51/02 , G06F40/30 , G06F16/2457 , G06N20/00
CPC分类号： H04L51/02 , G06F40/30 , G06F16/24578 , G06N20/00
摘要： Methods for building and training a network of chatbots are provided. Methods may perform data analysis on a first chatbot in the network. The first chatbot may include a first domain of intents. The data analysis may identify and rank the intents in the first domain. The first domain may represent answers to a first domain of user queries. Methods may select a predetermined number of highest-ranking intents from the first domain based on the data analysis. Methods may input the selected intents into a second chatbot in the network. The second chatbot may include a second domain of intents. The second domain may represent answers to a second domain of user queries. Methods may input a hook into the second chatbot. The hook may include a trigger word and may correspond to the first domain. When the hook is triggered, the second chatbot may invoke the first chatbot.
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公开(公告)号：US11729121B2
公开(公告)日：2023-08-15
申请号：US17243738
申请日：2021-04-29
发明人： Ramakrishna R. Yannam , Priyank R. Shah , Emad Noorizadeh , Castigliana Cimpian , Sushil Golani , Hari Gopalkrishnan
IPC分类号： H04L51/02 , G06F16/2455 , G06F9/54
CPC分类号： H04L51/02 , G06F9/54 , G06F16/24565
摘要： A network of chatbots is provided. The network may include a user-facing router for receiving queries and a plurality of chatbots. Each chatbot included in the plurality of chatbots may identify a single logical grouping of a domain, identify a limited number of intents from each other chatbot included in the plurality of chatbots and communicate with each other chatbot included in the plurality of chatbots. When the router receives a query, the router may receive the query with an associated domain. The router may select a chatbot based on the received domain. The router may direct the query to the selected chatbot. The selected chatbot may determine that the domain associated with the query is incorrect. The selected chatbot may identify a second chatbot based on a hook included in the query and identified within the selected chatbot. The selected chatbot may transfer the query to the second chatbot.
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公开(公告)号：US20220353208A1
公开(公告)日：2022-11-03
申请号：US17243728
申请日：2021-04-29
发明人： Ramakrishna R. Yannam , Priyank R. Shah , Emad Noorizadeh , Castigliana Cimpian , Sushil Golani , Hari Gopalkrishnan
IPC分类号： H04L12/58 , G06N20/00 , G06F16/2457 , G06F40/30
摘要： Methods for building and training a network of chatbots are provided. Methods may perform data analysis on a first chatbot in the network. The first chatbot may include a first domain of intents. The data analysis may identify and rank the intents in the first domain. The first domain may represent answers to a first domain of user queries. Methods may select a predetermined number of highest-ranking intents from the first domain based on the data analysis. Methods may input the selected intents into a second chatbot in the network. The second chatbot may include a second domain of intents. The second domain may represent answers to a second domain of user queries. Methods may input a hook into the second chatbot. The hook may include a trigger word and may correspond to the first domain. When the hook is triggered, the second chatbot may invoke the first chatbot.
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公开(公告)号：US11356390B1
公开(公告)日：2022-06-07
申请号：US17212059
申请日：2021-03-25
摘要： A method for encouraging dialogue between, and promoting transparency of said dialogue, a plurality of telecommunicators is provided. The plurality of telecommunicators may include an end user and an agent. The method includes receiving a request for a dialogue from the end user. The request includes a set of end user log-in credentials associated with the end user. The method further includes identifying the agent associated with a set of agent log-in credentials. The agent may respond to the request. The method also distinguishes the end user from the agent based on the set of end user log-in credentials and the set of agent log-in credentials and then instantiates an instance of telecommunications between the end user and the agent based, at least in part, on the distinguishing. Finally, the method includes monitoring the instantiation.
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公开(公告)号：US20210203734A1
公开(公告)日：2021-07-01
申请号：US17201052
申请日：2021-03-15
发明人： Kevin T. Cole , Alicia C. Jones-McFadden , Sushil Golani , Caitlin Chrisman Bullock , Dariane Katinka Hunt , Ramakrishna R. Yannam , Christian S. Kitchell , Matthew Hsieh , Shahram Khosraviani , Priyank R. Shah , Maruthi Shanmugam
IPC分类号： H04L29/08 , G06N20/00 , G06N5/04 , G06F40/279 , G06F40/289
摘要： Embodiments of the invention are directed to systems, methods, and computer program products for providing a multi-channel cognitive resource platform configured for intelligent, proactive and responsive communication with a user, via a user device. The system is further configured to perform one or more user activities, in an integrated manner, within a single interface of the user device, without requiring the user to operate disparate applications. Furthermore, the system is configured to receive user input through multiple communication channels such as a textual communication channel and an audio communication channel. The system is further configured to switch between the various communication channels seamlessly, and in real-time.
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公开(公告)号：US20240013787A1
公开(公告)日：2024-01-11
申请号：US18469420
申请日：2023-09-18
发明人： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Priyank R. Shah , Yogesh Raghuvanshi , Sushil Golani , Christopher Keith Restorff
CPC分类号： G10L15/22 , G06N20/00 , G06N7/01 , G10L2015/225
摘要： An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
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公开(公告)号：US20230169957A1
公开(公告)日：2023-06-01
申请号：US17539248
申请日：2021-12-01
发明人： Ramakrishna R. Yannam , Isaac Persing , Emad Noorizadeh , Sushil Golani , Hari Gopalkrishnan , Dana Patrice Morrow Branch
CPC分类号： G10L15/16 , G10L15/063 , G10L15/22 , G10L15/30 , G10L2015/0638
摘要： Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.
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公开(公告)号：US20220311717A1
公开(公告)日：2022-09-29
申请号：US17738101
申请日：2022-05-06
摘要： A method for encouraging dialogue between, and promoting transparency of said dialogue, a plurality of telecommunicators is provided. The plurality of telecommunicators may include an end user and an agent. The method includes receiving a request for a dialogue from the end user. The request includes a set of end user log-in credentials associated with the end user. The method further includes identifying the agent associated with a set of agent log-in credentials. The agent may respond to the request. The method also distinguishes the end user from the agent based on the set of end user log-in credentials and the set of agent log-in credentials and then instantiates an instance of telecommunications between the end user and the agent based, at least in part, on the distinguishing. Finally, the method includes monitoring the instantiation and displaying to the agent a live customer sentiment score based on a sentiment model.
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10.发明申请公开(公告)号：US20220309096A1
公开(公告)日：2022-09-29
申请号：US17212014
申请日：2021-03-25
发明人： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Pravin Kumar Sankari Bhagavathiappan , Yogesh Raghuvanshi , Sushil Golani
摘要： An apparatus includes a memory and processor. The memory stores previous requests and corresponding previous responses. The processor determines that a user device transmitted a new voice request, converts the voice request into a first set of text, and transmits the text to an agent device. The processor applies the machine learning algorithm to the first set of text to generate suggested responses, by identifying patterns shared by the first set of text and a subset of the previous requests that are associated with the suggested responses. The processor transmits the suggested responses to the agent device. The processor then determines that the agent device transmitted voice signals responding to the new request. The processor converts these voice signals into a second set of text. The processor stores the first set of text as a previous request, and the second set of text as a corresponding previous response.
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