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1. WO2021108454 - SYSTEMS AND METHODS TO ANALYZE CUSTOMER CONTACTS

Publication Number WO/2021/108454
Publication Date 03.06.2021
International Application No. PCT/US2020/062093
International Filing Date 24.11.2020
IPC
G06Q 10/00 2012.1
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
G06Q 30/02 2012.1
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
G06F 40/30 2020.1
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
30Semantic analysis
G10L 25/72 2013.1
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
25Speech or voice analysis techniques not restricted to a single one of groups G10L15/-G10L21/129
48specially adapted for particular use
72for transmitting results of analysis
CPC
G06F 40/20
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
20Natural language analysis
G06F 40/30
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
30Semantic analysis
G06Q 10/00
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
G06Q 30/0281
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
0281Customer communication at a business location, e.g. providing product or service information, consulting
G10L 15/26
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15Speech recognition
26Speech to text systems
H04M 2201/40
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
2201Electronic components, circuits, software, systems or apparatus used in telephone systems
40using speech recognition
Applicants
  • AMAZON TECHNOLOGIES, INC. [US]/[US]
Inventors
  • SIVASUBRAMANIAN, Swaminathan
  • PHILOMIN, Vasanth
  • ANBAZHAGAN, Vikram
  • SINGH, Ashish
  • DEO, Atul
  • ARORA, Anuroop
  • YOUNG, Jessie
  • YADAV, Harsh
  • KALE, Priyanka Shirish
  • DAVIDSON, Colin Thomas
  • EL-HAGGAN, Yasser
  • PRABALA, Srikanth
  • PENG, Zeshan
  • CHIOU, Matthew Chih-Hui
  • DAMACHARLA, Snehankita
Agents
  • CHOU, Timothy
  • ADAMS, Scott S.
  • ADAMS, Dylan O.
  • ALBERT, Philip H.
  • BRUNNER, Jaron K.
  • BUNTS, James
  • BYER, Benjamin J.
  • CHANG, Jack
  • COLBURN, Heather M.
  • DANSKIN, Timothy A.
  • DAVISON, Barry L.
  • DONOHUE, Michael J.
  • JOHNSON, Bruce L.
  • MCCUNE, Connor L.
  • MOERSFELDER, Matthew E.
  • RABURN, Greg A.
  • ROGGE, Mark H.
  • RONDEAU, JR., George C.
  • SCHLEIFER, David C.
  • SHIN, Joseph H.
  • VAGNER, Allison
  • VAN DYKE, Colin
  • WILLIAMS, Matthew D.
  • WYCKOFF, Tim R.
Priority Data
16/698,44927.11.2019US
16/698,45727.11.2019US
16/698,47027.11.2019US
16/698,47827.11.2019US
16/698,48427.11.2019US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) SYSTEMS AND METHODS TO ANALYZE CUSTOMER CONTACTS
(FR) SYSTÈMES ET PROCÉDÉS POUR ANALYSER DES CONTACTS DE CLIENT
Abstract
(EN)
Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.
(FR)
L'invention concerne des systèmes et des procédés pour analyser des données de contacts. Les données de contact peuvent être codées sous la forme de texte (par exemple, journaux de clavardage), d'audio (par exemple, enregistrements audio), et diverses autres modalités. Un fournisseur de services de ressources informatiques peut mettre en œuvre un service pour obtenir des données audio à partir d'un client, transcrire les données audio, ce qui permet de générer du texte, exécuter une ou plusieurs techniques de traitement de langage naturel pour générer des métadonnées associées au texte, traiter au moins les métadonnées pour générer une sortie, déterminer si la sortie correspond à une ou plusieurs catégories, et fournir la sortie au client. Les techniques décrites dans la description peuvent être réalisées sous la forme d'un flux de travail asynchrone.
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