US 12,284,315 B2
Artificial intelligence based refinement of automatic control setting in an operator interface using localized transcripts
Donald Russ Miller, Fort Worth, TX (US)
Assigned to OPEN TEXT HOLDINGS, INC., Menlo Park, CA (US)
Filed by Open Text Holdings, Inc., Menlo Park, CA (US)
Filed on Sep. 11, 2023, as Appl. No. 18/464,890.
Application 18/464,890 is a continuation of application No. 17/329,405, filed on May 25, 2021, granted, now 11,805,204.
Application 17/329,405 is a continuation of application No. 16/785,298, filed on Feb. 7, 2020, granted, now 11,057,519.
Prior Publication US 2023/0421694 A1, Dec. 28, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06Q 10/06 (2023.01); G06Q 10/0639 (2023.01); G10L 15/16 (2006.01); G10L 15/193 (2013.01); G10L 15/26 (2006.01)
CPC H04M 3/5166 (2013.01) [G06Q 10/06395 (2013.01); G06Q 10/06398 (2013.01); G10L 15/16 (2013.01); G10L 15/193 (2013.01); G10L 15/26 (2013.01); H04M 3/5191 (2013.01); H04M 2203/301 (2013.01); H04M 2203/401 (2013.01); H04M 2203/402 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A data processing system for artificial intelligence-based setting of controls in an evaluation interface, comprising:
a processor;
a data store comprising:
a plurality of transactions, each of the plurality of transactions comprising a voice session recording of an inbound call recorded by a call center recording system and a transcript of the voice session, and
a plurality of completed evaluations, each completed evaluation of the plurality of completed evaluations being an evaluation of a corresponding transaction from the plurality of transactions and including an evaluation answer to a question and an indication of a transcript portion associated with the evaluation answer, the indication of the transcript portion representing a portion from within the transcript of the corresponding transaction indicated by an evaluator as being associated with the evaluation answer; and
a non-transitory computer-readable medium storing computer-readable instructions executable by the processor, the computer-readable instructions comprising instructions for:
determining a word or phrase common to a first set of transcript portions associated with the evaluation answer, the first set of transcript portions determined from the plurality of completed evaluations,
based on determining the word or phrase, creating a first set of auto answer parameters that includes the word or phrase,
auto answering the question for a set of test transactions from the plurality of transactions using the first set of auto answer parameters to generate an auto answer for each test transaction of the set of test transactions, and
based on a determination that the first set of auto answer parameters auto answered the question with a threshold level of accuracy, configuring an evaluation system to use the first set of auto answer parameters to preset an answer control in an evaluation operator interface.