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US 12,701,185 B2Granted
Automated conference item selection
AssigneeZoom Communications, Inc.
InventorNick Swerdlow
Life of this patent
Estimating the term…
Abstract
Conference item selection is automated by a server that retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.
Claims20
A method, comprising:
- determining, by a server, that text associated with speech in a call includes one or more keywords;
- determining, by the server, a tone of the speech based on a speed of the speech;
- determining, by the server, an emotional state of a caller based on the one or more keywords and the tone of the speech, wherein determining the emotional state comprises determining a context of a keyword using a machine learning model that analyzes a neighboring word range of the keyword and selecting a model based on location data of the caller;
- retrieving, by the server, one or more items from a data store based on the emotional state of the caller and on at least one of a context of the one or more keywords, a weight assigned to the one or more keywords, a caller attribute, social media data associated with the caller, or spending data associated with the caller;
- generating a user interface (UI) output based on an experience level of an agent and the one or more items, wherein the UI output automatically displays a selected script for an agent having a low experience level and the UI output displays a list of the one or more items in a priority order for an agent having a high experience level, and wherein the UI output is automatically adapted in real-time based on a detected change in a subject of the call;
- transmitting, by the server, the UI output to an agent device for display;
- and
- monitoring the call for additional keywords to dynamically update the UI output.
5 more elements
A system, comprising:
- an agent device;
- and
- a server configured to:
- determine that text associated with speech in a call includes one or more keywords;
- determine a tone of the speech based on a speed of the speech;
- determine an emotional state of a caller based on the one or more keywords and the tone of the speech, wherein the server is configured to determine a context of a keyword using a machine learning model that analyzes a neighboring word range of the keyword and select a model based on location data of the caller;
- retrieve one or more items from a data store based on the emotional state of the caller and on at least one of a context of the one or more keywords, a weight assigned to the one or more keywords, a caller attribute, social media data associated with the caller, or spending data associated with the caller;
- generate a user interface (UI) output based on an experience level of an agent and the one or more items, wherein the UI output automatically displays a selected script for an agent having a low experience level and the UI output displays a list of the one or more items in a priority order for an agent having a high experience level, and wherein the UI output is automatically adapted in real-time based on a detected change in a subject of the call;
- transmit the UI output to the agent device for display;
- and
- monitor the call for additional keywords to dynamically update the UI output.
8 more elements
A non-transitory computer-readable medium comprising instructions stored on a memory, that when executed by a processor, cause the processor to perform operations comprising:
- determining that text associated with speech in a call includes one or more keywords;
- determining a tone of the speech based on a speed of the speech;
- determining an emotional state of a caller based on the one or more keywords and the tone of the speech, wherein determining the emotional state comprises determining a context of a keyword using a machine learning model that analyzes a neighboring word range of the keyword and selecting a model based on location data of the caller;
- retrieving one or more items from a data store based on the emotional state of the caller and on at least one of a context of the one or more keywords, a weight assigned to the one or more keywords, a caller attribute, social media data associated with the caller, or spending data associated with the caller;
- generating a user interface (UI) output based on an experience level of an agent and the one or more items, wherein the UI output automatically displays a selected script for an agent having a low experience level and the UI output displays a list of the one or more items in a priority order for an agent having a high experience level, and wherein the UI output is automatically adapted in real-time based on a detected change in a subject of the call;
- transmitting the UI output to an agent device for display;
- and
- monitoring the call for additional keywords to dynamically update the UI output.
5 more elements
Dependencies are inferred from the claim text.