公开(公告)号：US20200312348A1

公开(公告)日：2020-10-01

申请号：US16363215

申请日：2019-03-25

Applicant: Cisco Technology, Inc.

Inventor： Qihong Shao ,  Pranjal Daga ,  Dmitry Goloubew ,  Anastasia Feygina ,  Antonio Nucci ,  Carlos M. Pignataro ,  Gyana R. Dash

IPC: G10L21/10 ,  H04L29/06 ,  G06F3/0484 ,  H04L29/08 ,  G06F17/27 ,  G10L15/16 ,  G10L15/18 ,  G10L15/22 ,  G06N20/00

Abstract: At a communication server, a first computer device and a second computer device are connected to a collaborative support session configured to support audio communications, screen sharing, and control of the first computer device by the second computer device. Screen sharing video image content is converted to a text sequence with timestamps. A text log with timestamps is generated from the text sequence. Using a command-based machine learning model, a sequence of commands and associated parameters, with timestamps, are determined from the text log. Audio is analyzed to produce speech-based information with timestamps. The command sequence is time-synchronized with the speech-based information based on the timestamps of the command sequence and the timestamps of the speech-based information. A knowledge report for the collaborative support session is generated. The knowledge report includes entries each including a timestamp, commands and associated parameters, and speech-based information that are time-synchronized to the timestamp.

公开(公告)号：US11011183B2

公开(公告)日：2021-05-18

申请号：US16363215

申请日：2019-03-25

Applicant: Cisco Technology, Inc.

Inventor： Qihong Shao ,  Pranjal Daga ,  Dmitry Goloubew ,  Anastasia Feygina ,  Antonio Nucci ,  Carlos M. Pignataro ,  Gyana R. Dash

IPC: G10L21/10 ,  H04L29/06 ,  G06F3/0484 ,  H04L29/08 ,  G10L15/16 ,  G10L15/18 ,  G10L15/22 ,  G06N20/00 ,  G06F40/30

Abstract: At a communication server, a first computer device and a second computer device are connected to a collaborative support session configured to support audio communications, screen sharing, and control of the first computer device by the second computer device. Screen sharing video image content is converted to a text sequence with timestamps. A text log with timestamps is generated from the text sequence. Using a command-based machine learning model, a sequence of commands and associated parameters, with timestamps, are determined from the text log. Audio is analyzed to produce speech-based information with timestamps. The command sequence is time-synchronized with the speech-based information based on the timestamps of the command sequence and the timestamps of the speech-based information. A knowledge report for the collaborative support session is generated. The knowledge report includes entries each including a timestamp, commands and associated parameters, and speech-based information that are time-synchronized to the timestamp.