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:
Jun. 13, 2023
Filed:
Aug. 16, 2021
Talkdesk, Inc., San Francisco, CA (US);
Kathy Krucek, Barrington, IL (US);
Filipe PlĂ cido, Penela, PT;
Nuno Eufrasio, Coimbra, PT;
Rui Palma, Figueira-da-Foz, PT;
Joao Salgado, Coimbra, PT;
Ben Rigby, San Francisco, CA (US);
Pedro Andrade, Coimbra, PT;
Jason Fama, San Carlos, CA (US);
Talkdesk Inc., San Francisco, CA (US);
Abstract
Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.