公开(公告)号：US20230007124A1

公开(公告)日：2023-01-05

申请号：US17403120

申请日：2021-08-16

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plácido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G06F40/169 ,  G06F40/289

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

公开(公告)号：US20230007123A1

公开(公告)日：2023-01-05

申请号：US17366883

申请日：2021-07-02

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plácido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06N20/00 ,  G10L15/22

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

公开(公告)号：US11677875B2

公开(公告)日：2023-06-13

申请号：US17403120

申请日：2021-08-16

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plàcido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G06F40/169 ,  G06F40/289

CPC classification number: H04M3/5175 ,  G06F40/169 ,  G06F40/289 ,  G06F40/30 ,  G10L15/1815 ,  G10L15/22

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.