Twilio Inc.

Byeongung Ahn

Nicolas Acosta Amador

Tyler Cole

Sahil Kumar

Umair Akeel

Elaine Lee

Eduardo Pardo San Llorente

Liat Barda Dremer

Pablo Pérez Diez

Luke Percival De Oliveira

Alfredo Láinez Rodrigo

Christopher Swenson

Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, 'Find calls were the agent asked the customer for their name and the customer did not answer;' “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

Tool for annotating and reviewing audio conversations

Methods, systems, and computer programs are presented for searching the content of voice conversations. The conversations are translated into text and analysis of the conversation is performed to identify information in the conversation. The information identified includes turns taking data in the conversation and states identified within each state. A powerful user interface (UI) is provided to review the conversations and add annotations that tag the different turns. Additionally, parameter values are extracted from the text. A powerful search engine is provided with multiple search options, such as searching for text, searching by state within the conversation, searching by parameters extracted from the conversation, or a combination thereof.

Transition-driven transcript search

Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, 'Find calls were the agent asked the customer for their name and the customer did not answer;' 'Find calls where the customer objected after the interest rate for the loan was quoted, &#x201c;Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.' The EIP analyzes the conversation and labels (e.g., &#x201c;tags&#x201d;) the text where the conversation associated with the label took place, such as, &#x201c;An interest rate was provided.&#x201d; The labels are customizable, so each client can define its own labels based on business needs.

Methods, systems, and computer programs are presented for secure data encryption in a multi-tenant service platform. One method includes an operation for detecting a write request to write index data to storage. The write request is from a first user from a group of users, and the storage is configured to store index data for the group of users. Further, the method includes operations for authenticating that the first user is approved for access to the storage, and for identifying a first encryption key for the first user, where each user from the group of users has a separate encryption key. Further yet, the method includes encrypting the index data with the first encryption key and storing the encrypted index data in the storage.

Securing data in multitenant environment

Growing community of inventors

East Palo Alto, CA, United States of America

Byeongung Ahn