公开(公告)号：US12073184B1

公开(公告)日：2024-08-27

申请号：US16418837

申请日：2019-05-21

Applicant: Securus Technologies, Inc.

Inventor： Shuaib Suleman ,  Adam Christopher Edwards ,  Brian Huddleston ,  Kenneth D. Johnston, Jr.

IPC: G06Q30/016 ,  G06F40/30 ,  G06Q50/26 ,  G06N5/04

CPC classification number: G06F40/30 ,  G06Q30/016 ,  G06Q50/26 ,  G06N5/04

Abstract: Artificial intelligence directed controlled-environment facility resident support ticket response and/or action may provide access to a controlled-environment facility media and/or communications terminal or device support application program via one or more controlled-environment facility media and/or communications terminals and/or a plurality of personal controlled-environment facility resident media and/or communications devices, which accept input of a support request, via the support application program, from a controlled-environment facility resident. A controlled-environment facility media and/or communications device services platform receives the request, determines an assigned weight of words in the request and selects one or more passages of predefined response text to compose a response to the request, based on a determined weight of words in the request and tags associated with these words and the passage(s) of predefined text. The platform personalizes the response, based on identification of the resident, and sends the resulting personalized response to the respective terminal or device.