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:
Sep. 19, 2023
Filed:
Sep. 07, 2021
Twilio Inc., San Francisco, CA (US);
Tyler Cole, Diamond Bar, CA (US);
Eduardo Pardo San Llorente, Madrid, ES;
Sahil Kumar, San Francisco, CA (US);
Byeongung Ahn, East Palo Alto, CA (US);
Elaine Lee, Fremont, CA (US);
Nicolas Acosta Amador, San Francisco, CA (US);
Pablo Pérez Diez, Madrid, ES;
Twilio Inc., San Francisco, CA (US);
Abstract
Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, 'Find calls were the agent asked the customer for their name and the customer did not answer;' 'Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.' The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.