公开(公告)号：US12063326B1

公开(公告)日：2024-08-13

申请号：US17463395

申请日：2021-08-31

申请人： Dialpad, Inc.

发明人： Pooja Hiranandani ,  Elena Khasanova ,  Shayna Anne Gardiner ,  Cheng Chen ,  Simon Henderson Corston

IPC分类号： H04M3/00 ,  G06N5/04 ,  G06Q30/0201 ,  G10L15/18 ,  G10L15/22 ,  H04M3/51 ,  G06Q30/016

CPC分类号： H04M3/5175 ,  G06N5/04 ,  G06Q30/0201 ,  G10L15/1815 ,  G10L15/22 ,  G06Q30/016

摘要： A computer-implemented method of predicting purpose of call for a call center is disclosed to support various analytical functions, Automatic discovery of call topics, clustering of topics, and assigning of utterance to clusters may be provided. In some implementations, a pipeline includes an inference engine that includes a machine learning model trained on call transcripts and call attribute data to predict purpose of call.