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SG11202108736WA - Intent-driven contact center - Google Patents

Intent-driven contact center

Info

Publication number
SG11202108736WA
SG11202108736WA SG11202108736WA SG11202108736WA SG11202108736WA SG 11202108736W A SG11202108736W A SG 11202108736WA SG 11202108736W A SG11202108736W A SG 11202108736WA SG 11202108736W A SG11202108736W A SG 11202108736WA SG 11202108736W A SG11202108736W A SG 11202108736WA
Authority
SG
Singapore
Prior art keywords
intent
contact center
driven contact
driven
center
Prior art date
Application number
SG11202108736WA
Inventor
Matthew Dunn
Joe Bradley
Laura Onu
Original Assignee
Liveperson Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Liveperson Inc filed Critical Liveperson Inc
Publication of SG11202108736WA publication Critical patent/SG11202108736WA/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/205—Parsing
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/205—Parsing
    • G06F40/216—Parsing using statistical methods
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/205—Parsing
    • G06F40/226—Validation
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/253—Grammatical analysis; Style critique
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/263—Language identification
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/30—Semantic analysis
    • G06F40/35—Discourse or dialogue representation
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/1822—Parsing for meaning understanding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H04M3/4933—Directory assistance systems with operator assistance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L2015/088—Word spotting

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • Computational Linguistics (AREA)
  • Artificial Intelligence (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Health & Medical Sciences (AREA)
  • General Health & Medical Sciences (AREA)
  • Signal Processing (AREA)
  • Human Computer Interaction (AREA)
  • Mathematical Physics (AREA)
  • Data Mining & Analysis (AREA)
  • Databases & Information Systems (AREA)
  • Marketing (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Business, Economics & Management (AREA)
  • Probability & Statistics with Applications (AREA)
  • Information Transfer Between Computers (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
  • Computer And Data Communications (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
SG11202108736WA 2019-02-25 2020-02-21 Intent-driven contact center SG11202108736WA (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US201962810146P 2019-02-25 2019-02-25
PCT/US2020/019273 WO2020176353A1 (en) 2019-02-25 2020-02-21 Intent-driven contact center

Publications (1)

Publication Number Publication Date
SG11202108736WA true SG11202108736WA (en) 2021-09-29

Family

ID=69941478

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11202108736WA SG11202108736WA (en) 2019-02-25 2020-02-21 Intent-driven contact center

Country Status (9)

Country Link
US (2) US11050884B2 (en)
EP (1) EP3931720A1 (en)
JP (2) JP7250946B2 (en)
CN (1) CN113474768B (en)
AU (2) AU2020229706B2 (en)
CA (1) CA3131370A1 (en)
IL (1) IL285791B2 (en)
SG (1) SG11202108736WA (en)
WO (1) WO2020176353A1 (en)

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Also Published As

Publication number Publication date
AU2020229706B2 (en) 2023-03-16
CA3131370A1 (en) 2020-09-03
IL285791A (en) 2021-10-31
JP2022523379A (en) 2022-04-22
CN113474768B (en) 2024-08-27
WO2020176353A1 (en) 2020-09-03
IL285791B2 (en) 2025-06-01
JP7250946B2 (en) 2023-04-03
US20220060580A1 (en) 2022-02-24
AU2023203506A1 (en) 2023-06-29
AU2020229706A1 (en) 2021-09-16
IL285791B1 (en) 2025-02-01
JP2023088991A (en) 2023-06-27
US20200274969A1 (en) 2020-08-27
EP3931720A1 (en) 2022-01-05
US11050884B2 (en) 2021-06-29
CN113474768A (en) 2021-10-01

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