Invention Grant
- Patent Title: Call review tool for intelligent voice interface
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Application No.: US17870076Application Date: 2022-07-21
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Publication No.: US12212712B2Publication Date: 2025-01-28
- Inventor: Duane Lee Marzinzik , Eric R. Moore , Gregory D. Carter , Harsh Lalwani , Matthew Mifflin , Padmaja Uppaluri , Ryan Jewell , Richard J. Lovings
- Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
- Applicant Address: US IL Bloomington
- Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
- Current Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
- Current Assignee Address: US IL Bloomington
- Agency: MARSHALL, GERSTEIN & BORUN LLP
- Main IPC: H04M3/493
- IPC: H04M3/493 ; G06F3/16 ; G06F40/35 ; G10L15/04 ; G10L15/18 ; G10L15/183 ; G10L15/22 ; G10L15/26 ; G10L15/30 ; G10L25/63 ; H04L51/52 ; H04M3/42

Abstract:
A method for facilitating reviews of caller interactions with an intelligent voice interface may include receiving raw voice data representing dialog between one or more callers and the intelligent voice interface during one or more respective voice calls, determining, by processing text translation of the raw voice data using one or more natural language processing models, one or more intents of the one or more callers during the one or more voice calls, generating one or more event labels indicative of one or more events associated with the one or more voice calls, and causing a user interface to be presented on a display device. The user interface may enable a user to (i) listen to the raw voice data, (ii) view the one or more intents, and/or (iii) view the one or more event labels.
Public/Granted literature
- US20230022302A1 Call Review Tool for Intelligent Voice Interface Public/Granted day:2023-01-26
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