US 12,254,880 B2
Targeted generative AI from merged communication transcripts
Amit Mishra, Broomfield, CO (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Jun. 12, 2023, as Appl. No. 18/208,367.
Claims priority of provisional application 63/351,939, filed on Jun. 14, 2022.
Prior Publication US 2023/0410801 A1, Dec. 21, 2023
Int. Cl. G10L 15/22 (2006.01); G06F 9/451 (2018.01); G10L 15/06 (2013.01); G10L 15/18 (2013.01); G10L 15/30 (2013.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); H04M 3/58 (2006.01)
CPC G10L 15/22 (2013.01) [G10L 15/063 (2013.01); G10L 15/18 (2013.01); G10L 15/30 (2013.01); H04M 3/42221 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); H04M 3/58 (2013.01); G06F 9/451 (2018.02); G10L 2015/0635 (2013.01); H04M 2201/405 (2013.01); H04M 2242/08 (2013.01)] 24 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
facilitating a voice bot segment of a two-way communication session, wherein the voice bot segment is between a customer device and a non-human bot agent;
facilitating transfer of the two-way communication session to a human agent device as part of a human voice segment of the two-way communication session, wherein the transfer occurs following a failure of the non-human bot agent to resolve a customer issue;
accessing survey data describing the two-way communication session, wherein the survey data includes post call data from the customer device including an evaluation of the human voice segment;
automatically generating a merged transcript in real-time as the voice bot segment and the human voice segment occur, wherein the segments are automatically and separately routed to generate the merged transcript, and wherein the merged transcript includes a transcript of the voice bot segment, a transcript of the human voice segment, and the survey data;
automatically processing the merged transcript associated with the two-way communication session to identify language data associated with resolution of the customer issue; and
dynamically updating the non-human bot agent using the language data.