The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 19, 2021
Filed:
Dec. 14, 2017
Amazon Technologies, Inc., Seattle, WA (US);
Balarajan Balasubramaniam, San Jose, CA (US);
Brian Benjamin Hartley, Concord, CA;
Mabel Karen Bo Ming Lee, Toronto, CA;
Srdjan Majkic, Toronto, CA;
Simon Gilles Meyffret, Toronto, CA;
Mohammadrasool Raeesi Nafchi, Richmond Hill, CA;
Derek Tong, Toronto, CA;
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
A dynamic contact management system is provided for analyzing aspects of speech from a customer contact and generating dynamic output based on the analysis. The system can process audio data representing utterances that occur during a customer contact, wherein the processing comprises generating scores based on agent and customer sentiments determined using their respective speech to text data. Based on the processing, the system can generate scores for use in dynamically determining which actions to take, updating displays, analyzing contact outcomes over time, etc.