Verizon Patent and Licensing Inc.

Vittal N Gunturu

Farid Khafizov

Travis R McLaren

Wade W Hiney

Chethan Makam

Aleksandr Iakubovich

Swapneel H Desai

Zouhair Sebati

Fariborz Ebrahimi

Gurucharan Manadavadiprakash

Charles A Liscomb

Miguel Quiroga

A method for summarizing dialogs may include obtaining an agent text stream and a customer text stream, segmenting the agent text stream and customer text stream into sentences, and labeling sentences associated with the segmented agent text stream and the segmented customer text stream. The method may further include extracting sentences from the agent text stream and the customer text stream based upon frequencies of appearance of words and terms of interest; generating an agent summary paragraph based on the extracted sentences from the agent text stream, and generating a customer summary paragraph based on the extracted sentences from the customer text stream. The method may identify keywords associated with each of the agent summary paragraph and the customer summary paragraph.

Method and apparatus for summarization of dialogs

A computer device may include a memory storing instructions and processor configured to execute the instructions to obtain a text file generated based on a communication session; select topics for classifying communication sessions; and apply one or more trained machine learning models to the obtained text file to determine one or more most likely topics for the communication session. The processor may be further configured to apply regular expression binary classifiers, each associated with a different topic, to the obtained text file to determine a likelihood the communication session is associated with a particular topic; select a topic for the communication session based on the determined one or more most likely topics and the determined likelihood the communication session is associated with the particular topic; and classify the communication session based on the selected topic.

Combining multiclass classifiers with regular expression based binary classifiers

Exemplary systems and methods for managing support cases based on support issues received by way of social media outlets are disclosed. An exemplary method includes a social media management subsystem receiving data representative of a support issue by way of a social media outlet, establishing a support case based on the support issue, displaying a portal configured to facilitate management of a plurality of support cases including the support case, receiving a request to assign the support case to one or more backend support subsystems, transmitting data representative of the support case to the one or more backend support subsystems, and monitoring one or more actions performed by the one or more backend support subsystems to address the support issue. Corresponding methods and systems are also disclosed.

Methods and systems for managing support cases based on support issues received by way of social media outlets

An exemplary system includes a workflow integration subsystem communicatively coupled to a backend workflow subsystem maintaining a set of backend workflow tasks native to the backend workflow subsystem, the workflow integration subsystem configured to maintain a set of integrated workflow tasks representative of the set of backend workflow tasks. The system also includes a portal subsystem configured to communicate with the workflow integration subsystem and the backend workflow subsystem. The portal subsystem is further configured to provide a frontend portal for access by a user, receive a request provided by the user through the frontend portal, and provide access to workflow functionality through the frontend portal in response to the request, wherein the portal subsystem is configured to select whether the workflow functionality is subject to control by the backend workflow subsystem or the portal subsystem. Corresponding systems and methods are also disclosed.

Workflow integration and portal systems and methods

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Coppell, TX, United States of America

Vittal N Gunturu