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:
Apr. 09, 2024
Filed:
Sep. 13, 2022
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Srinivasa Kaniganti, Frisco, TX (US);
Madhu Talupur, Princeton, NJ (US);
Sankar Shanmugam, Dayton, NJ (US);
Amol Chakradeo, Martinsville, NJ (US);
Rajeshkhanna Singa Ramalingam, Dayton, NJ (US);
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Abstract
A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.