US 11,956,385 B2
Systems and methods for utilizing a machine learning model to determine an intent of a voice customer in real time
Srinivasa Kaniganti, Frisco, TX (US); Madhu Talupur, Princeton, NJ (US); Sankar Shanmugam, Dayton, NJ (US); Amol Chakradeo, Martinsville, NJ (US); and Rajeshkhanna Singa Ramalingam, Dayton, NJ (US)
Assigned to Verizon Patent and Licensing Inc., Basking Ridge, NJ (US)
Filed by Verizon Patent and Licensing Inc., Basking Ridge, NJ (US)
Filed on Sep. 13, 2022, as Appl. No. 17/931,603.
Prior Publication US 2024/0089372 A1, Mar. 14, 2024
Int. Cl. H04M 3/493 (2006.01); H04M 3/53 (2006.01)
CPC H04M 3/493 (2013.01) [H04M 3/5307 (2013.01); H04M 2203/1058 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, by a device;
real time audio data associated with a call between an agent of an entity and a customer,
customer data identifying historical transactions of the customer with the entity and historical transcripts of previous calls by the customer with the entity,
chat data identifying chat session input during one or more chat sessions with the customer, and
interactive voice response (IVR) data identifying IVR data input during one or more IVR sessions with the customer;
generating, by the device and based on the real time audio data, transcript data identifying a real time transcript of the call with the customer;
inputting, by the device and into a machine learning model, the customer data, the chat data, the IVR data, and the transcript data, to cause the machine learning model to output:
a customer intent,
wherein the customer intent includes at least one of:
an intent of the customer to purchase a product or service from the entity,
an intent of the customer to learn more about the product or service of the entity, or
an intent of the customer to receive support for the product or service of the entity, and
one or more actions to perform based on the customer intent; and
performing, by the device, the one or more actions.