US 12,206,823 B2Granted

Virtual caller system

AssigneeExpress Scripts Strategic Development, Inc.

InventorsChristopher M. Myers, Danielle L. Smith

Life of this patent

Estimating the term…

Loading patent…

Abstract

Method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. Processor initializes a communication session with an agent client device. The communication session is between a virtual caller associated with the system and the agent client device. Processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. Processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. The virtual caller utterance can be generated based on the transcribed agent utterance. Processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. Other embodiments are disclosed herein.

Claims18

Dependent claims

A system comprising:

a processor;
and
a memory component having instructions stored thereon, when executed by the processor, causes the processor to perform operations comprising:
receiving a plurality of configuration settings, wherein the configuration settings include an identified task;
initializing a communication session with an agent client device, wherein the communication session is between a virtual caller associated with the system and the agent client device, wherein the identified task includes a task to be completed by the virtual caller during the communication session;
selecting, from a plurality of task-specific virtual caller neural networks, a task-specific virtual caller neural network that is associated with the identified task;
generating a virtual caller utterance using the task-specific virtual caller neural network associated with the identified task, wherein generating the virtual caller utterance is based on an agent utterance and relationship data that includes at least one potential relationship between the virtual caller and a patient that is a subject of the identified task, and a relationship type of the relationship data is allocated a neural network which has been trained to assess whether a caller utterance indicates the relationship type to which the neural network has been allocated;
and
causing the virtual caller utterance to be played back in the communication session to the agent client device.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/388,042Filed 8 Nov 2023 · continuation
Priority: 21 Feb 2020
Published: US 2024/0073320 A129 Feb 2024
Granted: 21 Jan 2025
Term ends: Not estimatedThe source records don’t support an estimate.

Classification20 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
G06N 3/0442
Recurrent networks, e.g. Hopfield networks: characterised by memory or gating, e.g. long short-term memory [LSTM] or gated recurrent units [GRU]
G06N 3/0464
Architecture, e.g. interconnection topology: convolutional networks [CNN, ConvNet]
G06N 3/049
Architecture, e.g. interconnection topology: temporal neural networks, e.g. delay elements, oscillating neurons or pulsed inputs

Family

Application16/798,082Parent of this continuation · filed 21 Feb 2020
Application17/895,652Parent of this continuation · filed 25 Aug 2022
US 11,445,068 B1Parent of this continuation · filed 13 Sep 2022
US 2024/0073320 A1Pre-grant publication · published 29 Feb 2024
US 11,849,070 B2Parent of this continuation
US 2022/0407963 A1Published application
US 12,206,823 B2This patent

From the US filing history. Foreign family members aren’t listed.