公开(公告)号：US12100011B1

公开(公告)日：2024-09-24

申请号：US18344849

申请日：2023-06-29

Applicant: United Services Automobile Association (USAA)

Inventor： David Charles Hardage ,  Samantha Sprague ,  William Leland Fehlman ,  Shane Michael Steinert ,  Rajila Vinod ,  George Pinkosky

IPC: G06F18/2115 ,  G06F16/9035 ,  G06F16/908 ,  G06Q30/016 ,  H04M3/53 ,  G06F40/30 ,  G06N20/00

CPC classification number: G06Q30/016 ,  G06F16/9035 ,  G06F16/908 ,  G06F18/2115 ,  H04M3/5307 ,  G06F40/30 ,  G06N20/00

Abstract: People provide content such as a recorded text or audio on various platforms, such as recorded telephone lines, social media, or web chats. The techniques described in this patent document can be used to obtain a set of topics that characterize the words in the recorded text or audio for each platform. By identifying topics being discussed on several platforms and by correlating topics between the platforms, a multi-channel topic orchestration server can generate a timeline that shows when the topic appeared on the various platforms.

公开(公告)号：US11011176B1

公开(公告)日：2021-05-18

申请号：US16924639

申请日：2020-07-09

Applicant: United Services Automobile Association (USAA)

Inventor： David Charles Hardage ,  Megan Sarah Jennings ,  Samantha Sprague ,  Joseph Kasonde ,  Abrham Tibebu Workineh ,  Alejandra Valles ,  Nelson Thomas Hittner

IPC: H04M1/64 ,  G10L17/00 ,  H04M3/523 ,  G10L15/06 ,  G10L17/04 ,  G06N20/00

Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.

公开(公告)号：US11514919B1

公开(公告)日：2022-11-29

申请号：US17231850

申请日：2021-04-15

Applicant: United Services Automobile Association (USAA)

Inventor： David Charles Hardage ,  Megan Sarah Jennings ,  Samantha Sprague ,  Joseph Kasonde ,  Abrham Tibebu Workineh ,  Alejandra Valles ,  Nelson Thomas Hittner

IPC: H04M1/64 ,  G10L17/00 ,  G06N20/00 ,  H04M3/523 ,  G10L15/06 ,  G10L17/04

Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.

公开(公告)号：US10726847B1

公开(公告)日：2020-07-28

申请号：US16168608

申请日：2018-10-23

Applicant: United Services Automobile Association (USAA)

Inventor： David Charles Hardage ,  Megan Sarah Jennings ,  Samantha Sprague ,  Joseph Kasonde ,  Abrham Tibebu Workineh ,  Alejandra Valles ,  Nelson Thomas Hittner

IPC: H04M1/64 ,  G10L17/00 ,  H04M3/523 ,  G10L17/04 ,  G10L15/06 ,  G06N20/00

Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.