Customer contact service with real-time supervisor assistance
Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource...
Gespeichert in:
| Hauptverfasser: | , , , , , , , , |
|---|---|
| Format: | Patent |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext bestellen |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | |
|---|---|
| container_issue | |
| container_start_page | |
| container_title | |
| container_volume | |
| creator | Young, Jessie Singh, Ashish Philomin, Vasanth Deo, Atul Sivasubramanian, Swaminathan Arora, Anuroop Davidson, Colin Thomas Anbazhagan, Vikram El-Haggan, Yasser |
| description | Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents. |
| format | Patent |
| fullrecord | <record><control><sourceid>epo_EVB</sourceid><recordid>TN_cdi_epo_espacenet_US11893526B2</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>US11893526B2</sourcerecordid><originalsourceid>FETCH-epo_espacenet_US11893526B23</originalsourceid><addsrcrecordid>eNrjZLB1Li0uyc9NLVJIzs8rSUwuUShOLSrLTE5VKM8syVAoSk3M0S3JzE1VKC4tAEkU5xcpJBYXZxaXJOYlp_IwsKYl5hSn8kJpbgZFN9cQZw_d1IL8-NTigsTk1LzUkvjQYENDC0tjUyMzJyNjYtQAAHX6MRk</addsrcrecordid><sourcetype>Open Access Repository</sourcetype><iscdi>true</iscdi><recordtype>patent</recordtype></control><display><type>patent</type><title>Customer contact service with real-time supervisor assistance</title><source>esp@cenet</source><creator>Young, Jessie ; Singh, Ashish ; Philomin, Vasanth ; Deo, Atul ; Sivasubramanian, Swaminathan ; Arora, Anuroop ; Davidson, Colin Thomas ; Anbazhagan, Vikram ; El-Haggan, Yasser</creator><creatorcontrib>Young, Jessie ; Singh, Ashish ; Philomin, Vasanth ; Deo, Atul ; Sivasubramanian, Swaminathan ; Arora, Anuroop ; Davidson, Colin Thomas ; Anbazhagan, Vikram ; El-Haggan, Yasser</creatorcontrib><description>Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.</description><language>eng</language><subject>ACOUSTICS ; CALCULATING ; COMPUTING ; COUNTING ; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ; ELECTRIC COMMUNICATION TECHNIQUE ; ELECTRIC DIGITAL DATA PROCESSING ; ELECTRICITY ; MUSICAL INSTRUMENTS ; PHYSICS ; SPEECH ANALYSIS OR SYNTHESIS ; SPEECH OR AUDIO CODING OR DECODING ; SPEECH OR VOICE PROCESSING ; SPEECH RECOGNITION ; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR ; TELEPHONIC COMMUNICATION</subject><creationdate>2024</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20240206&DB=EPODOC&CC=US&NR=11893526B2$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,780,885,25564,76547</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20240206&DB=EPODOC&CC=US&NR=11893526B2$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>Young, Jessie</creatorcontrib><creatorcontrib>Singh, Ashish</creatorcontrib><creatorcontrib>Philomin, Vasanth</creatorcontrib><creatorcontrib>Deo, Atul</creatorcontrib><creatorcontrib>Sivasubramanian, Swaminathan</creatorcontrib><creatorcontrib>Arora, Anuroop</creatorcontrib><creatorcontrib>Davidson, Colin Thomas</creatorcontrib><creatorcontrib>Anbazhagan, Vikram</creatorcontrib><creatorcontrib>El-Haggan, Yasser</creatorcontrib><title>Customer contact service with real-time supervisor assistance</title><description>Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.</description><subject>ACOUSTICS</subject><subject>CALCULATING</subject><subject>COMPUTING</subject><subject>COUNTING</subject><subject>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</subject><subject>ELECTRIC COMMUNICATION TECHNIQUE</subject><subject>ELECTRIC DIGITAL DATA PROCESSING</subject><subject>ELECTRICITY</subject><subject>MUSICAL INSTRUMENTS</subject><subject>PHYSICS</subject><subject>SPEECH ANALYSIS OR SYNTHESIS</subject><subject>SPEECH OR AUDIO CODING OR DECODING</subject><subject>SPEECH OR VOICE PROCESSING</subject><subject>SPEECH RECOGNITION</subject><subject>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</subject><subject>TELEPHONIC COMMUNICATION</subject><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2024</creationdate><recordtype>patent</recordtype><sourceid>EVB</sourceid><recordid>eNrjZLB1Li0uyc9NLVJIzs8rSUwuUShOLSrLTE5VKM8syVAoSk3M0S3JzE1VKC4tAEkU5xcpJBYXZxaXJOYlp_IwsKYl5hSn8kJpbgZFN9cQZw_d1IL8-NTigsTk1LzUkvjQYENDC0tjUyMzJyNjYtQAAHX6MRk</recordid><startdate>20240206</startdate><enddate>20240206</enddate><creator>Young, Jessie</creator><creator>Singh, Ashish</creator><creator>Philomin, Vasanth</creator><creator>Deo, Atul</creator><creator>Sivasubramanian, Swaminathan</creator><creator>Arora, Anuroop</creator><creator>Davidson, Colin Thomas</creator><creator>Anbazhagan, Vikram</creator><creator>El-Haggan, Yasser</creator><scope>EVB</scope></search><sort><creationdate>20240206</creationdate><title>Customer contact service with real-time supervisor assistance</title><author>Young, Jessie ; Singh, Ashish ; Philomin, Vasanth ; Deo, Atul ; Sivasubramanian, Swaminathan ; Arora, Anuroop ; Davidson, Colin Thomas ; Anbazhagan, Vikram ; El-Haggan, Yasser</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_US11893526B23</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2024</creationdate><topic>ACOUSTICS</topic><topic>CALCULATING</topic><topic>COMPUTING</topic><topic>COUNTING</topic><topic>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</topic><topic>ELECTRIC COMMUNICATION TECHNIQUE</topic><topic>ELECTRIC DIGITAL DATA PROCESSING</topic><topic>ELECTRICITY</topic><topic>MUSICAL INSTRUMENTS</topic><topic>PHYSICS</topic><topic>SPEECH ANALYSIS OR SYNTHESIS</topic><topic>SPEECH OR AUDIO CODING OR DECODING</topic><topic>SPEECH OR VOICE PROCESSING</topic><topic>SPEECH RECOGNITION</topic><topic>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</topic><topic>TELEPHONIC COMMUNICATION</topic><toplevel>online_resources</toplevel><creatorcontrib>Young, Jessie</creatorcontrib><creatorcontrib>Singh, Ashish</creatorcontrib><creatorcontrib>Philomin, Vasanth</creatorcontrib><creatorcontrib>Deo, Atul</creatorcontrib><creatorcontrib>Sivasubramanian, Swaminathan</creatorcontrib><creatorcontrib>Arora, Anuroop</creatorcontrib><creatorcontrib>Davidson, Colin Thomas</creatorcontrib><creatorcontrib>Anbazhagan, Vikram</creatorcontrib><creatorcontrib>El-Haggan, Yasser</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Young, Jessie</au><au>Singh, Ashish</au><au>Philomin, Vasanth</au><au>Deo, Atul</au><au>Sivasubramanian, Swaminathan</au><au>Arora, Anuroop</au><au>Davidson, Colin Thomas</au><au>Anbazhagan, Vikram</au><au>El-Haggan, Yasser</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>Customer contact service with real-time supervisor assistance</title><date>2024-02-06</date><risdate>2024</risdate><abstract>Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.</abstract><oa>free_for_read</oa></addata></record> |
| fulltext | fulltext_linktorsrc |
| identifier | |
| ispartof | |
| issn | |
| language | eng |
| recordid | cdi_epo_espacenet_US11893526B2 |
| source | esp@cenet |
| subjects | ACOUSTICS CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION |
| title | Customer contact service with real-time supervisor assistance |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-06T22%3A03%3A30IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-epo_EVB&rft_val_fmt=info:ofi/fmt:kev:mtx:patent&rft.genre=patent&rft.au=Young,%20Jessie&rft.date=2024-02-06&rft_id=info:doi/&rft_dat=%3Cepo_EVB%3EUS11893526B2%3C/epo_EVB%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_id=info:pmid/&rfr_iscdi=true |