US 12,249,335 B2
Techniques for providing natural language understanding (NLU) services to contact centers
Casey Bleeker, Denver, CO (US); Nathan A. Cartwright, Cincinnati, OH (US); and Shawn Augenstein, Littleton, CO (US)
Assigned to CDW LLC, Vernon Hills, IL (US)
Filed by CDW LLC, Vernon Hills, IL (US)
Filed on Jun. 30, 2022, as Appl. No. 17/854,965.
Prior Publication US 2024/0005925 A1, Jan. 4, 2024
Int. Cl. G10L 15/30 (2013.01); H04L 9/40 (2022.01)
CPC G10L 15/30 (2013.01) [H04L 63/0428 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for providing natural language understanding (NLU) services to contact centers, the system comprising:
a cloud NLU connector configured to:
receive a data stream from a contact center that includes an audio stream,
extract the audio stream from the data stream, and
transmit the audio stream through a secure network; and
a cloud-based NLU hub that is communicatively coupled to a plurality of cloud-based NLU service providers and stores a plurality of user NLU profiles that each designate one or more cloud-based NLU service providers of the plurality of cloud-based NLU service providers to provide NLU services, wherein the cloud-based NLU hub is configured to:
receive the audio stream through the secure network,
determine, based on a user NLU profile of the plurality of user NLU profiles, one or more designated cloud-based NLU service providers of the plurality of cloud-based NLU service providers to provide at least one NLU service corresponding to the audio stream, and
cause the one or more designated cloud-based NLU service providers to process the audio stream in accordance with the at least one NLU service.