公开(公告)号：US20220210268A1

公开(公告)日：2022-06-30

申请号：US17447039

申请日：2021-09-07

Applicant: Twilio Inc.

Inventor： Tyler Cole ,  Eduardo Pardo San Llorente ,  Sahil Kumar ,  Byeongung Ahn ,  Elaine Lee ,  Nicolas Acosta Amador ,  Pablo Pérez Diez

IPC: H04M3/42 ,  G06N20/00 ,  G10L15/26 ,  G06F40/279 ,  H04M3/51

Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

公开(公告)号：US20250094684A1

公开(公告)日：2025-03-20

申请号：US18961757

申请日：2024-11-27

Applicant: Twilio Inc.

Inventor： Alfredo Láinez Rodrigo ,  Luke Percival de Oliveira ,  Umair Akeel ,  Tyler Cole

IPC: G06F40/103 ,  G06F40/166 ,  G06F40/30 ,  G06N20/00

Abstract: Methods, systems, and computer programs are presented for formatting raw text. One method includes an operation for accessing raw text comprising words corresponding to one or more sentences. The raw text is lowercase text without any punctuation. Further, the method includes operations for creating a plurality of sub-words corresponding to the raw text, and for generating, by a machine-learning (ML) model, an output for each sub-word based on the created sub-words. The output for each sub-word indicates a formatting operation for the corresponding sub-word. The method further includes an operation for generating, based on the formatting operations in the outputs for the sub-words, formatted text corresponding to the raw text. The formatted text is text with correct grammar, proper punctuation, and proper capitalization according to a meaning of words spoken by a speaker associated with the raw text.

公开(公告)号：US12197842B2

公开(公告)日：2025-01-14

申请号：US18373450

申请日：2023-09-27

Applicant: Twilio Inc.

Inventor： Alfredo Láinez Rodrigo ,  Luke Percival de Oliveira ,  Umair Akeel ,  Tyler Cole

IPC: G06F40/103 ,  G06F40/166 ,  G06N20/00 ,  G06F40/30

Abstract: Methods, systems, and computer programs are presented for formatting raw text. One method includes an operation for accessing raw text comprising words corresponding to one or more sentences. The raw text is lowercase text without any punctuation. Further, the method includes operations for creating a plurality of sub-words corresponding to the raw text, and for generating, by a machine-learning (ML) model, an output for each sub-word based on the created sub-words. The output for each sub-word indicates a formatting operation for the corresponding sub-word. The method further includes an operation for generating, based on the formatting operations in the outputs for the sub-words, formatted text corresponding to the raw text. The formatted text is text with correct grammar, proper punctuation, and proper capitalization according to a meaning of words spoken by a speaker associated with the raw text.

公开(公告)号：US12166919B2

公开(公告)日：2024-12-10

申请号：US18448675

申请日：2023-08-11

Applicant: Twilio Inc.

Inventor： Tyler Cole ,  Eduardo Pardo San Llorente ,  Sahil Kumar ,  Byeongung Ahn ,  Elaine Lee ,  Nicolas Acosta Amador ,  Pablo Pérez Diez

IPC: H04M3/42 ,  G06F40/169 ,  G06F40/279 ,  G06F40/30 ,  G06N20/00 ,  G10L15/26 ,  H04M3/51

Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

公开(公告)号：US20230388413A1

公开(公告)日：2023-11-30

申请号：US18448675

申请日：2023-08-11

Applicant: Twilio Inc.

Inventor： Tyler Cole ,  Eduardo Pardo San Llorente ,  Sahil Kumar ,  Byeongung Ahn ,  Elaine Lee ,  Nicolas Acosta Amador ,  Pablo Pérez Diez

IPC: H04M3/42 ,  G06N20/00 ,  G10L15/26 ,  H04M3/51 ,  G06F40/279

CPC classification number: H04M3/42221 ,  G06N20/00 ,  G10L15/26 ,  H04M3/5175 ,  H04M3/5141 ,  G06F40/279 ,  H04M2201/42 ,  H04M2201/40 ,  H04M2203/552 ,  H04M2203/301 ,  G06F40/30

Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

公开(公告)号：US20220156460A1

公开(公告)日：2022-05-19

申请号：US17449405

申请日：2021-09-29

Applicant: Twilio Inc.

Inventor： Alfredo Láinez Rodrigo ,  Tyler Cole ,  Umair Akeel ,  Luke Percival de Oliveira

IPC: G06F40/279 ,  G06N20/00 ,  G06F16/65

Abstract: Methods, systems, and computer programs are presented for classifying information in conversations and extracting information from the conversations. An Engagement Intelligence Platform (EIP) analyzes transcripts of conversations to find different states and information associated with each of the states (e.g., identification that the interest rate was quoted, and the quoted value of the interest rate). The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs. Further, the EIP extracts data from the conversation (e.g., the interest rate is “3%”).

公开(公告)号：US20220156296A1

公开(公告)日：2022-05-19

申请号：US17305976

申请日：2021-07-19

Applicant: Twilio Inc.

Inventor： Luke Percival de Oliveira ,  Umair Akeel ,  Alfredo Láinez Rodrigo ,  Nicolas Acosta Amador ,  Sahil Kumar ,  Liat Barda Dremer ,  Byeongung Ahn ,  Tyler Cole

IPC: G06F16/332 ,  G06F40/169 ,  G06F40/295 ,  G06F16/383 ,  G10L15/26 ,  G06N20/00

Abstract: Methods, systems, and computer programs are presented for searching the content of voice conversations. The conversations are translated into text and analysis of the conversation is performed to identify information in the conversation. The information identified includes turns taking data in the conversation and states identified within each state. A powerful user interface (UI) is provided to review the conversations and add annotations that tag the different turns. Additionally, parameter values are extracted from the text. A powerful search engine is provided with multiple search options, such as searching for text, searching by state within the conversation, searching by parameters extracted from the conversation, or a combination thereof.