公开(公告)号：US11765267B2

公开(公告)日：2023-09-19

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 ,  H04M3/51 ,  G06F40/279 ,  G06F40/30 ,  G06F40/169

CPC classification number: H04M3/42221 ,  G06F40/279 ,  G06N20/00 ,  G10L15/26 ,  H04M3/5141 ,  H04M3/5175 ,  G06F40/169 ,  G06F40/30 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/301 ,  H04M2203/552

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：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：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：US20250030797A1

公开(公告)日：2025-01-23

申请号：US18905595

申请日：2024-10-03

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.