Twilio Inc.

Sahil Kumar

Nicolas Acosta Amador

Tyler Cole

Byeongung Ahn

Elaine Lee

Eduardo Pardo San Llorente

Pablo Pérez Diez

Umair Akeel

Alfredo Láinez Rodrigo

Luke Percival De Oliveira

Liat Barda Dremer

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.

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San Francisco, CA, United States of America

Sahil Kumar