公开(公告)号：US11706340B2

公开(公告)日：2023-07-18

申请号：US17142509

申请日：2021-01-06

Applicant: Nuance Communications, Inc.

Inventor： Theodore Dougherty ,  Adam Mak ,  Adam Stuczynski ,  Matt Ellis

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/51 ,  H04L51/02 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04L51/02 ,  H04M3/5166 ,  H04M3/5233 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2201/60 ,  H04M2203/6045 ,  H04M2203/6054

Abstract: Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

公开(公告)号：US20210127008A1

公开(公告)日：2021-04-29

申请号：US17142509

申请日：2021-01-06

Applicant: Nuance Communications, Inc.

Inventor： Theodore Dougherty ,  Adam Mak ,  Adam Stuczynski ,  Matthew E. Ellis

IPC: H04M3/51 ,  H04L12/58 ,  H04M3/523

Abstract: Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

公开(公告)号：US20200153965A1

公开(公告)日：2020-05-14

申请号：US16186502

申请日：2018-11-10

Applicant: Nuance Communications, Inc.

Inventor： Theodore Dougherty ,  Adam Mak ,  Adam Stuczynski ,  Matthew E. Ellis

IPC: H04M3/51 ,  H04L12/58 ,  H04M3/523

Abstract: Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.