Twilio Inc.

Eduardo Pardo San Llorente

Nicolas Acosta Amador

Tyler Cole

Elaine Lee

Byeongung Ahn

Sahil Kumar

Pablo Pérez Diez

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 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.

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Madrid, Spain

Eduardo Pardo San Llorente