US 11,861,146 B2
Computer desktop that dynamically adapts to a live multi-channel audio stream, such as for use with wireless telecommunications customer service agents
Jonathan Soini, Bellevue, WA (US)
Assigned to T-Mobile USA, Inc., Bellevue, WA (US)
Filed by T-Mobile USA, Inc., Bellevue, WA (US)
Filed on Aug. 4, 2022, as Appl. No. 17/880,859.
Application 17/880,859 is a division of application No. 16/905,716, filed on Jun. 18, 2020, granted, now 11,442,601.
Prior Publication US 2022/0374122 A1, Nov. 24, 2022
Int. Cl. G06F 3/0484 (2022.01); G06Q 30/016 (2023.01); G06F 16/632 (2019.01); G06N 5/04 (2023.01); G06F 9/54 (2006.01); G10L 15/02 (2006.01); G10L 15/26 (2006.01); G10L 15/22 (2006.01); H04S 1/00 (2006.01); H04M 3/51 (2006.01); G06F 3/16 (2006.01); G10L 15/08 (2006.01); G06N 20/00 (2019.01); G06F 3/0481 (2022.01); H04S 7/00 (2006.01); G06F 17/00 (2019.01)
CPC G06F 3/0484 (2013.01) [G06F 3/167 (2013.01); G06F 9/547 (2013.01); G06F 16/632 (2019.01); G06N 5/04 (2013.01); G06Q 30/016 (2013.01); G10L 15/02 (2013.01); G10L 15/08 (2013.01); G10L 15/22 (2013.01); G10L 15/26 (2013.01); H04M 3/5133 (2013.01); H04M 3/5183 (2013.01); H04S 1/00 (2013.01); G06F 3/0481 (2013.01); G06N 20/00 (2019.01); G10L 2015/088 (2013.01); H04S 7/30 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method performed by a system to dynamically adapt a user interface (UI) to an ongoing audio dialogue between a customer and a customer service agent, the method comprising:
causing a speech feature analyzer to process a current portion of the ongoing audio dialogue with a prediction model to produce an output including multiple keywords,
wherein the multiple keywords indicate substance and meaning of the current portion of the ongoing audio dialogue;
querying a database for search results including content that is relevant to the multiple keywords,
wherein the search results are weighted based on demographic and historical information about the customer and actions performed by the agent on the UI while engaged in the ongoing audio dialogue with the customer;
generating a control signal based on the search results to control the content and placement of the content displayed on the UI to the ongoing audio dialogue;
causing an application programming interface (API) to configure the UI to the ongoing audio dialogue based on the control signals;
wherein the UI is adapted to arrange the content and the placement of the content displayed on the UI; and
dynamically adapting the UI in accordance with new control signals that are generated based on a subsequent portion of the ongoing audio dialogue between the customer and the agent.