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公开(公告)号：US11646033B2
公开(公告)日：2023-05-09
申请号：US17340290
申请日：2021-06-07
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers , Danielle L. Smith
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.
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公开(公告)号：US11495230B2
公开(公告)日：2022-11-08
申请号：US17503659
申请日：2021-10-18
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers , Danielle L. Smith
Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance and transcribed caller utterance. Processor generates identified tasks based on transcribed caller utterances. Processor obtains member context associated with member identification and obtains available tasks associated with member identification. Processor determines lengths of time associated with available tasks, respectively. Lengths of time associated with available tasks are lengths of time that the available tasks have been available. Processor determines messaging data associated with available tasks, respectively, that is based on dates of receipt of messages pertaining to available tasks. Processor, using a predictive analysis neural network, generates a predictive analysis result that is based on the available tasks, the lengths of time associated with the available tasks, or messaging data associated with the available tasks. Predictive analysis result includes at least one matched task that is relevant to caller. Other embodiments are disclosed herein.
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公开(公告)号：US11489963B1
公开(公告)日：2022-11-01
申请号：US17038053
申请日：2020-09-30
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers
Abstract: A system for generating a merged agent log starts with a processor receiving an audio signal of a communication session between a member-related client device and an agent client device. Processor processes the audio signal to generate caller utterances and generates identified tasks based on the caller utterances. The processor then generates caller utterance data including the identified tasks and a start time of the caller utterances and an end time of the caller utterances. The processor groups the caller utterances based on the identified tasks, and for each of the identified tasks, the processor generates an agent log using an agent logging neural network. The agent log is based on the caller utterances. Other embodiments are disclosed herein.
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公开(公告)号：US11457109B2
公开(公告)日：2022-09-27
申请号：US17338873
申请日：2021-06-04
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers , Danielle L. Smith
Abstract: A method starts with processor retrieving member's initial context data. Processor receives a string that is a transcribed utterance or an electronic message from the communication session established between member client device and agent client device. Processor determines potential relationships between the member and a patient that is the subject of the string by processing the string using Long Short-Term Memory (LSTM) neural networks to generate a plurality of relationship values. Relationship values are associated with relationship types. Processor generates weight values based on member's initial context data for each of the plurality of relationship types, and generates probability values for the relationship types based on the relationship values and the weight values. Processor narrows the potential relationships, generates relationship data that includes the narrowed potential relationships, and causes the relationship data to be displayed by the agent client device. Other embodiments are disclosed herein.
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公开(公告)号：US20220036900A1
公开(公告)日：2022-02-03
申请号：US17503659
申请日：2021-10-18
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers , Danielle L. Smith
Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance and transcribed caller utterance. Processor generates identified tasks based on transcribed caller utterances. Processor obtains member context associated with member identification and obtains available tasks associated with member identification. Processor determines lengths of time associated with available tasks, respectively. Lengths of time associated with available tasks are lengths of time that the available tasks have been available. Processor determines messaging data associated with available tasks, respectively, that is based on dates of receipt of messages pertaining to available tasks. Processor, using a predictive analysis neural network, generates a predictive analysis result that is based on the available tasks, the lengths of time associated with the available tasks, or messaging data associated with the available tasks. Predictive analysis result includes at least one matched task that is relevant to caller. Other embodiments are disclosed herein.
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Patent Agency Ranking
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
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.
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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
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.
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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
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.
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公开(公告)号：US20210133085A1
公开(公告)日：2021-05-06
申请号：US16670272
申请日：2019-10-31
Applicant: Express Scripts Strategic Development, Inc.
Inventor： Christopher M. Myers , Ellen E. Seeser
Abstract: A computer system for testing a user interface (UI) includes a test creation module, a test execution module, a path entry module, and an analysis module. The test creation module obtains testing parameters including a UI location and goal criteria. The test execution module obtains a state of the UI based on the location, sets a current position to a predetermined location, executes tests according to the obtained state and the current position, stores test distance or test data results from completed UI tests, and determines a shortest path toward the goal in the UI based on the completed UI tests. The path entry module receives preferred path information and accordingly generates a preferred path toward the goal. The analysis module compares the determined shortest path to the generated preferred path and outputs an analysis result according to the comparison of the determined shortest path to the generated preferred path.
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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
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.
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