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1. WO2021108454 - SYSTEMS AND METHODS TO ANALYZE CUSTOMER CONTACTS

Note: Text based on automatic Optical Character Recognition processes. Please use the PDF version for legal matters

[ EN ]

CLAIMS

WHAT IS CLAIMED IS:

1. A system, comprising:

one or more processors; and

memory that stores computer-executable instructions that, if executed, cause the system to:

receive, from a client of a computing resource service provider, a request to process a set of data, the set of data comprising audio data; and

as a result of receiving the request, execute a workflow to:

obtain the audio data;

use a first service to transcribe the audio data, thereby generating a text-based transcript;

use a second service to execute one or more natural language processing techniques, thereby generating metadata output associated with the text-based transcript;

process at least the metadata output to generate a human-readable output;

use a third service to determine whether the human-readable output matches one or more categories, wherein the one or more categories are defined based at least in part on rules that evaluate content and audio characteristics; and make the human-readable output available to the client.

2. The system of claim 1, wherein the instructions to obtain the audio data include instructions that, if executed, cause the system to:

assume a role associated with a client, wherein the audio data is accessible by the client via a data storage service; and

submit, under the assumed role, a second request to the data storage service for the audio data.

3. The system of claim 1, wherein the transcript is partitioned into a plurality of turns based on who is speaking.

4. The system of claim 3, wherein the one or more natural language processing techniques includes sentiment analysis which assigns sentiments to the plurality of turns.

5. The system of claim 1, wherein the output is encoded in a human-readable format.

6. The system of claim 1, wherein the audio data is recorded by a customer contact service.

7. The system of claim 1, wherein the instructions include further instruction that, if executed, cause the system to determine a sentiment score for the transcript.

8. The system of claim 1, wherein the instructions include further instruction that, if executed, cause the system to redact, from the transcript, sensitive data.

9. A computer-implemented method, comprising:

copying source data from a customer data store;

obtaining a text-based transcript from the source data;

executing one or more natural language processing techniques, to determine metadata encoding conversation characteristics associated with the transcript;

determining that one or more categories apply to the source data, wherein the one or more categories are defined based at least in part on rules that evaluate based on at least content and conversation characteristics;

generating an output based at least in part on the transcript, the metadata encoding conversation characteristics associated with the transcript, and the one or more categories; and making the output available to the customer data store.

10. The method of claim 9, wherein the source data comprises chat logs and audio recordings, further wherein the text-based transcript is either a chat log or a transcript of an audio recording.

11. The method of claim 9, wherein the metadata encodes one or more detected entities, keywords, or phrases.

12. The method of claim 9, wherein the metadata encodes sentiments of speakers for one or more portions of the source data.

13. The method of claim 12, wherein sentiments are one of: positive, negative, neutral, or mixed.

14. The method of claim 9, wherein the output includes timestamps of where the one or more categories were applicable to the source data.

15. The method of claim 9, further comprising emitting event and metering information.