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. 31, 2022
Filed:
Mar. 04, 2019
Applicant:
Genpact Luxembourg S.à R.l, Luxembourg, LU;
Inventors:
Kashyap Coimbatore Murali, Princeton, NJ (US);
Kaushik Bhaskar, Los Altos Hills, CA (US);
Assignee:
Genpact Luxembourg S.à r.l. II, Luxembourg, LU;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G10L 15/16 (2006.01); G10L 15/22 (2006.01); G10L 25/24 (2013.01); G10L 25/63 (2013.01); H04M 3/51 (2006.01); G10L 17/26 (2013.01); G06N 20/00 (2019.01); G10L 15/02 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06N 20/00 (2019.01); G10L 15/02 (2013.01); G10L 17/26 (2013.01); G10L 25/24 (2013.01);
Abstract
Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center are disclosed. According to one embodiment, a computer-implemented method comprises receiving a call from a customer at a call center. A sample of the call is recorded and the Mel-Frequency Cepstral coefficient is extracted from the sample. A machine learning model predicts an emotion of the customer and generates a confidence score for the emotion. A script of a call center agent is modified based on the emotion and the confidence score.