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. 09, 2025
Filed:
May. 23, 2023
Zoom Communications, Inc., San Jose, CA (US);
Wei Dai, Hangzhou, CN;
Maikl Adly Abdel-Malek Eskander, Seattle, WA (US);
Fengcai Sun, Hangzhou, CN;
Zoom Communications, Inc., San Jose, CA (US);
Abstract
A server accesses, during a contact center engagement performed by a software agent configured to generate and output automated responses to prompts, a prompt provided by a contact center user device. The server determines, using a natural language processing engine of the software agent, to use an application programming interface call based on the prompt, the natural language processing engine comprising a generative pre-trained transformer trained to generate natural language responses to natural language prompts. The server transmits an access request representing the application programming interface call to a governance engine configured to generate data structures responsive to application programming interface calls in a format readable by the software agent. The server receives a data structure responsive to the access request from the governance engine. The server generates, using the natural language processing engine, a natural language response based on the data structure.