Pryon Incorporated

Verizon Laboratories Inc.

Bbnt Solutions Llc.

Raytheon Bbn Technologies Corp.

Verizon Corporate Services Group Inc.

Ramp Holdings, Inc.

Marie Wenzel Meteer

David Nahamoo

Vaibhava Goel

Etienne Marcheret

Steven John Rennie

Ellen Eide Kislal

Igor Roditis Jablokov

Soonthorn Ativanichayaphong

Chul Sung

John Pruitt

Patrick Peterson

Robert A Virzi

Bryan Dempsey

Carmi Rothberg

Ajinkya Jitendra Zadbuke

Joseph Allen Pruitt

Gregory Pelton

Bernhard Suhm

Nina Vladimirovna Zinovieva

Lucas Siler

Neil Rohit Mallinar

Chui Sung

Tom Wilde

Kyle D Morton

Yuliya Lobacheva

Dominique O'Donnell

Dominique O'donnell

A question-answering system that receive a natural-language question includes a database to provide a basis for that answer and a structured-query generator that constructs a structured query from the question and uses it to obtain an answer to the question from the database. The method further comprises generating a first answer to said first question, wherein generating said first answer comprises causing said question to traverse a first path through said question-answering system, wherein the first path comprises a knowledge base constructed from content of the document collection using a machine learning BERT model; and causing said question to traverse a second path through said question-answering system to generate a second answer to said question, said second answer differing from said first answer, wherein the second path comprises a structured query generator and the database, the database being distinct from the knowledge base.

Question-answering system for answering relational questions by utilizing two paths where at least one path uses BERT model

Disclosed are methods, systems, devices, apparatus, media, and other implementations that include a method for document processing (particularly for training of a machine learning question answering platform, and for ingestion of documents). The method includes obtaining a question dataset (e.g., either from public or private repositories of questions) comprising one or more source questions for document processing by a machine learning question-and-answer system that provides answer data in response to question data submitted by a user, modifying a source question from the question dataset to generate one or more augmented questions with equivalent semantic meanings as that of the source question, and processing a document with the one or more augmented questions.

Methods and systems for improved document processing and information retrieval

A question-answering system that receive a natural-language question includes a database to provide a basis for that answer and a structured-query generator that constructs a structured query from the question and uses it to obtain an answer to the question from the database.

Visual structure of documents in question answering

Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving a source document, applying one or more pre-processes to the source document to produce contextual information representative of the structure and content of the source document, and transforming the source document, based on the contextual information, to generate a question-and-answer searchable document.

Document pre-processing for question-and-answer searching

Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document, and determining whether one or more pre-determined questions stored in a question-answer cache maintained at the local device matches the query data according to one or more matching criteria. The method further includes obtaining from the question-answer cache, in response to a determination that at least one of the pre-determined questions matches the query data received from the remote device, at least one answer data item, associated with at least one pre-determined question, corresponding to an answer to the question relating to the source content.

Systems and methods for question-and-answer searching using a cache

A contact center analysis system can receive various types of communications from customers, such as audio from telephone calls, voicemails, or video conferences; text from speech-to-text translations, emails, live chat transcripts, text messages, and the like; and other media or multimedia. The system can segment the communication data using temporal, lexical, semantic, syntactic, prosodic, user, and/or other features of the segments. The system can cluster the segments according to one or more similarity measures of the segments. The system can use the clusters to train a machine learning classifier to identify one or more of the clusters as waypoints (e.g., portions of the communications of particular relevance to a user training the classifier). The system can automatically classify new communications using the classifier and facilitate various analyses of the communications using the waypoints.

Waypoint detection for a contact center analysis system

Topic-centric, dynamically-created web pages are compiled from links to multimedia content elements. Keywords are identified within the content elements and used to identify a set of topics related to the content elements. A query string comprising the keywords is executed against the content elements and in response to a request to display information about a topic the query string associated with the topic is executed against the collection of multimedia content elements to identify content elements related to the topic. A dynamically-created web page is displayed that includes computer-executable links to the set of related multimedia content elements.

Search engine optimization

Schemes for routing a call using caller identification are described herein. These schemes are termed 'real caller ID' and can be capable of determining the identity of a calling party independent of a telephone number from which the call originated. According to one exemplary embodiment, a method of routing a call from a calling party to a receiving party may include accessing a database containing a plurality of voice templates of prior calling parties. Each voice template may have correlated therewith a call disposition parameter defined by the receiving party. Next, a voice response from the calling party may be compared with one of the plurality of voice templates stored in the database. Subsequently, the call may be routed to the receiving party based on a match between the voice response and the one of the plurality of voice templates.

Methods and systems for routing a call

A system for forming a database indexed with content-based parameters, corresponding to recordings of contacts to a contact center, includes an analysis unit, a mining unit, and a correlation unit. The analysis unit performs automated-portion analysis techniques to ascertain predetermined events occurring in recordings of automated portions of the contacts to the contact center. The mining unit performs audio mining of recordings of agent portions of the contacts to the contact center. The correlation unit correlates an event occurring in an agent portion of the recordings with a corresponding one of a plurality of content-based parameters selected to be used as indices of the database, and makes an entry in the database based on the correlated event and the corresponding content-based parameter.

System and method for annotating recorded information from contacts to contact center

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Arlington, MA, United States of America

Marie Wenzel Meteer