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    TOOL FOR ANNOTATING AND REVIEWING AUDIO CONVERSATIONS
    3.
    发明申请
    TOOL FOR ANNOTATING AND REVIEWING AUDIO CONVERSATIONS 有权

    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.

    Tool for categorizing and extracting data from audio conversations
    4.
    发明授权
    Tool for categorizing and extracting data from audio conversations 有权

    公开(公告)号：US12079573B2

    公开(公告)日：2024-09-03

    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 ,  G06F16/65 ,  G06N20/00

    CPC classification number: G06F40/279 ,  G06F16/65 ,  G06N20/00

    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%”).

    Text formatter
    5.
    发明授权
    Text formatter 有权

    公开(公告)号：US11809804B2

    公开(公告)日：2023-11-07

    申请号：US17303279

    申请日：2021-05-26

    Applicant: Twilio Inc.

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

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

    CPC classification number: 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.

    TEXT FORMATTER
    6.
    发明申请
    TEXT FORMATTER 有权

    公开(公告)号：US20220382959A1

    公开(公告)日：2022-12-01

    申请号：US17303279

    申请日：2021-05-26

    Applicant: Twilio Inc.

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

    IPC: G06F40/103 ,  G06F40/166 ,  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.

    TOOL FOR CATEGORIZING AND EXTRACTING DATA FROM AUDIO CONVERSATIONS
    8.
    发明申请
    TOOL FOR CATEGORIZING AND EXTRACTING DATA FROM AUDIO CONVERSATIONS 有权

    公开(公告)号：US20240378384A1

    公开(公告)日：2024-11-14

    申请号：US18784206

    申请日：2024-07-25

    Applicant: Twilio Inc.

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

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

    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%”).

    TEXT FORMATTER
    9.
    发明公开
    TEXT FORMATTER 审中-公开

    公开(公告)号：US20240020458A1

    公开(公告)日：2024-01-18

    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 ,  G06N20/00 ,  G06F40/166

    CPC classification number: G06F40/103 ,  G06N20/00 ,  G06F40/166 ,  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.

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