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:
Feb. 06, 2024
Filed:
Nov. 27, 2019
Amazon Technologies, Inc., Seattle, WA (US);
Swaminathan Sivasubramanian, Sammamish, WA (US);
Vasanth Philomin, Seattle, WA (US);
Vikram Anbazhagan, Issaquah, WA (US);
Ashish Singh, Sammamish, WA (US);
Atul Deo, Kirkland, WA (US);
Anuroop Arora, Seattle, WA (US);
Colin Thomas Davidson, Bellevue, WA (US);
Jessie Young, Seattle, WA (US);
Yasser El-Haggan, Columbia, MD (US);
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.