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:
Jul. 18, 2023
Filed:
Jun. 28, 2021
Verint Americas Inc., Alpharetta, GA (US);
Ian Roy Beaver, Spokane, WA (US);
Cynthia Freeman, Spokane Valley, WA (US);
Jonathan Patrick Merriman, Spokane, WA (US);
Abhinav Aggarwal, Albuquerque, NM (US);
Verint Americas Inc., Alpharetta, GA (US);
Abstract
Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.