公开(公告)号：US20210312924A1

公开(公告)日：2021-10-07

申请号：US17340290

申请日：2021-06-07

Applicant: Express Scripts Strategic Development, Inc.

Inventor： Christopher M. Myers ,  Danielle L. Smith

IPC: G10L15/26 ,  G06N7/00 ,  G10L15/16 ,  G10L15/02 ,  G10L25/90 ,  G06N3/08

Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance and transcribed caller utterance. Processor generates identified task based on transcribed caller utterance. Processor samples audio caller utterance to generate samples of audio caller utterance. Processor generates loudness result based on loudness values of samples using loudness neural network associated with identified task. Processor generates pitch result based on pitch values of samples using pitch neural network associated with identified task. Processor generates tone result for each word in transcribed caller utterance using tone neural network associated with identified task. Using task completion probability neural network associated with identified task, processor generates task completion probability result that is based on at least one of: loudness result, pitch result, or tone result. Other embodiments are disclosed herein.

公开(公告)号：US20210258425A1

公开(公告)日：2021-08-19

申请号：US17306285

申请日：2021-05-03

Applicant: Express Scripts Strategic Development, Inc.

Inventor： Christopher M. Myers ,  Danielle L. Smith

IPC: H04M3/51 ,  G06N3/08 ,  G10L15/22 ,  G10L25/90 ,  G10L25/63 ,  G10L15/16

Abstract: Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.

公开(公告)号：US11031013B1

公开(公告)日：2021-06-08

申请号：US16442753

申请日：2019-06-17

Applicant: Express Scripts Strategic Development, Inc.

Inventor： Christopher M. Myers ,  Danielle L. Smith

IPC: G10L15/26 ,  G06N7/00 ,  G10L15/16 ,  G10L15/02 ,  G10L25/90 ,  G06N3/08

Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance and transcribed caller utterance. Processor generates identified task based on transcribed caller utterance. Processor samples audio caller utterance to generate samples of audio caller utterance. Processor generates loudness result based on loudness values of samples using loudness neural network associated with identified task. Processor generates pitch result based on pitch values of samples using pitch neural network associated with identified task. Processor generates tone result for each word in transcribed caller utterance using tone neural network associated with identified task. Using task completion probability neural network associated with identified task, processor generates task completion probability result that is based on at least one of: loudness result, pitch result, or tone result. Other embodiments are disclosed herein.

公开(公告)号：US10999436B1

公开(公告)日：2021-05-04

申请号：US16444535

申请日：2019-06-18

Applicant: Express Scripts Strategic Development, Inc.

Inventor： Christopher M. Myers ,  Danielle L. Smith

IPC: H04M3/51 ,  G06N3/08 ,  G10L15/22 ,  G10L25/90 ,  G10L25/63 ,  G10L15/16 ,  G06F16/22

Abstract: Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance. Processor generates agent action result including the agent action ranking score. Other embodiments are disclosed herein.