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:
May. 27, 2025
Filed:
Dec. 16, 2022
Amazon Technologies, Inc., Seattle, WA (US);
Nicholas Sun, Mercer Island, WA (US);
Phillip H. Keung, Seattle, WA (US);
Fan Luo, Seattle, WA (US);
Wei Niu, Bellevue, WA (US);
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
Techniques for action recommendation based on conversational log for real time assistance are described. Pre-generated intent clusters can be used to identify a relevant intent of a user in a given conversation between the user and a contact center agent. Based on the identified intent, certain recommended actions can be performed on the computing device of the contact center agent to facilitate the conversation between the user and the contact center agent. Feedback relating to the conversation and/or the recommended actions can be recorded and used to update the pre-generated intent clusters to improve the quality and relevance of the actions recommended for future conversations.