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:
May. 18, 2021
Filed:
Mar. 25, 2019
Cisco Technology, Inc., San Jose, CA (US);
Qihong Shao, Clyde Hill, WA (US);
Pranjal Daga, San Jose, CA (US);
Dmitry Goloubew, Waterloo, BE;
Anastasia Feygina, Mountain View, CA (US);
Antonio Nucci, San Jose, CA (US);
Carlos M. Pignataro, Cary, NC (US);
Gyana R. Dash, San Jose, CA (US);
CISCO TECHNOLOGY, INC., San Jose, CA (US);
Abstract
At a communication server, a first computer device and a second computer device are connected to a collaborative support session configured to support audio communications, screen sharing, and control of the first computer device by the second computer device. Screen sharing video image content is converted to a text sequence with timestamps. A text log with timestamps is generated from the text sequence. Using a command-based machine learning model, a sequence of commands and associated parameters, with timestamps, are determined from the text log. Audio is analyzed to produce speech-based information with timestamps. The command sequence is time-synchronized with the speech-based information based on the timestamps of the command sequence and the timestamps of the speech-based information. A knowledge report for the collaborative support session is generated. The knowledge report includes entries each including a timestamp, commands and associated parameters, and speech-based information that are time-synchronized to the timestamp.