公开(公告)号：US20250045306A1

公开(公告)日：2025-02-06

申请号：US18922970

申请日：2024-10-22

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 ,  G06F16/383 ,  G06F40/169 ,  G06F40/295 ,  G06N20/00 ,  G10L15/26

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.

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.

公开(公告)号：US12158902B2

公开(公告)日：2024-12-03

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

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.

公开(公告)号：US20250103620A1

公开(公告)日：2025-03-27

申请号：US18977366

申请日：2024-12-11

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 ,  G06F16/383 ,  G06F40/169 ,  G06F40/295 ,  G06N20/00 ,  G10L15/26

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.

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：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.