Verizon Patent and Licensing Inc.

Madhu Talupur

Sankar Shanmugam

Srinivasa Kaniganti

Amit Mahajan

Amar Nageswaram

Saivivek Thiyagarajan

Nitin Ahuja

Shoma Chakravarty

Elaine M Escher

Sathiyamoorthy Dhanapal

RajeshKhanna Singa Ramalingam

Amol Chakradeo

A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.

Systems and methods for utilizing a machine learning model to determine an intent of a voice customer in real time

A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Systems and methods for customer service agent-guided chat session digital assistant

A method, a device, and a non-transitory storage medium provides a beacon management service that includes logic that allows a user to configure a beacon system remotely and off-site relative to a location of the beacon system, and a beacon service that provides contextual data to end users based on beacons.

Management and beacon services of a beacon system

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Warren, NJ, United States of America

Madhu Talupur