Cvs Pharmacy, Inc.

Aetna Inc.

Matthew A Churgin

Sheikh Sadid Al Hasan

Prasad Telukuntla

Shashank Goswami

Szu-Min Yu

Tien-Yu Hsin

Systems and methods for automated summarization of customer service calls in a specialized field, such as medical services and insurance, are disclosed. Call transcripts are processed to determine the utterances and corresponding speakers in a customer service call. A feature vector is generated for each utterance and processed through a trained intent model to assign intent labels. The utterances are then filtered based on the intent labels to generate an extractive summary. The extractive summary is processed through a trained summarization model to generate a natural language summary for the customer service call.

Automated call summarization based on filtered utterances

A system and method for audio processing using artificial intelligence during a voice interaction is configured to improve early identification of disease and case management of a diagnosed member in a healthcare system. Audio data is generated from a voice call between customer service representative (CSR) of the healthcare system and then processed by one or more of a speech-to-text recognition model, a topic detection model, a speaker recognition model, a tone model, an intent identifier, and a sentiment identifier. Then the output of the audio processing is used to detect a condition and automatically perform an action.

Audio processing using artificial intelligence for early disease identification and member engagement

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Lansing, MI, United States of America

Matthew A Churgin