Gridspace Inc.

Anthony Scodary

Nicolas Benitez

Evan Macmillan

Alex Barron

Adam Miller

A call flow manager includes a graph of connected nodes implementing a call center routing flow, and corresponding views for examining and modifying the nodes and graph. The call flow manager implements a set of fundamental node types, with complexity and behavior encapsulated within the nodes. The nodes process calls and add tags to the calls that may be utilized in downstream nodes of the call flow.

Configurable dynamic call routing and matching system

A method including parsing a query into a tree of operations, generating a query matrix and a transcript matrix, determining a cross-correlation of the query matrix and the transcript matrix, applying a softness map to the cross-correlation to determine one or more matches for each of the literals, and combining the one or more matches utilizing the tree of operations to generate an output, each of the operators corresponding to a combination operation for the matches.

Method for querying long-form speech

A communication system for processing a call includes control logic and at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor operated on the call. Heuristic logic transforms the call classifiers into weighted sub-metrics for the call, and aggregate normalized Gaussian logic transforms the weighted sub-metrics into a metric control that may be applied as a feedback signal to adapt the operation of the control logic. The control logic in turn may adapt the behavior of an agent, automated voice attendant, or a template utilized in a call flow.

Adaptive closed loop communication system

An alert generator in a communication system for processing a call includes at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor configure to operate on the call. Heuristic logic is configured to transform the call classifiers into a plurality of weighted sub-metrics for the call, and aggregate normalized Gaussian logic is configured to transform the weighted sub-metrics into a metric control. A threshold analyzer is configured to generate an alert signal to the communication system based on the metric control meeting a condition.

Alert generator for adaptive closed loop communication system

A communication system for processing a call includes control logic and at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor operated on the call. Heuristic logic transforms the call classifiers into weighted sub-metrics for the call, and aggregate normalized Gaussian logic transforms the weighted sub-metrics into a metric control that may be applied as a feedback signal to adapt the operation of the control logic. The control logic in turn may adapt the behavior of an agent, automated voice attendant, or a template utilized in a call flow. The system includes a scorecard interface operable to select a target and an indication of the metric control to apply for the target, and to apply the metric control to generate and display a historical performance visualization and a performance feed of the metric for the target.

Hierarchical interface for adaptive closed loop communication system

A method whereby an audio content is analyzed for speech semantic content and speech vocal content to determine audio content metrics. Additionally, the method may also incorporate the similarity of the audio content to other audio contents and weight the analyses to determine audio content metrics.

Audio call classification and survey system

A method of operating a speech synthesizing conversation agent involves operating an audio interface to receive caller audio signal during a call session. The method generates an audio transcript from the caller audio signal through operation of a sentiment analysis engine configured by a sentiment model. The method communicates the audio transcript to a user interface switch. The method operates the speech synthesizer engine. The speech synthesizer engine generates a response signal for the caller audio signal and the audio transcript through operation of response logic engine configured by the historical conversation data. The speech synthesizer engine generates a synthesized audio response with ambient signal and a synthesized user model response from the response signal through operation of a speech synthesis model configured by the historical conversation data. The method communicates the synthesized audio response to the caller audio signal through the audio interface during the call session.

Conversational speech agent

A distributed multisensory system to record spatially diverse events configures a group of sensors searching sensed events utilizing random access search. The system utilizes presence and co-location detection to identify objects or people in an area. The system then processes audio signals utilizing a multimodal network and machine learning tiered with obfuscated text indexing to provide high-speed, high accuracy searching of stored data. In addition, the obfuscated text allows the system to not have to store an audio transcript, increasing the security of the system. The system utilizes beamforming to merge resultant audio streams for the recorded event.

Growing community of inventors

Los Angeles, CA, United States of America

Anthony Scodary