US 12,288,552 B2
Computer systems and computer-based methods for automated caller intent prediction
Vivedha Elango, Chennai (IN); Soundararajan Dhakshinamoorthy, Chennai (IN); Srividya Thyagarajan, Chennai (IN); Ninad D. Sathaye, Bangalore (IN); Gregory J. Boss, Saginaw, MI (US); and Santhosh Kumar Gopynadhan, Chennai (IN)
Assigned to Optum, Inc., Minnetonka, MN (US)
Filed by Optum, Inc., Minnetonka, MN (US)
Filed on Sep. 17, 2021, as Appl. No. 17/478,157.
Prior Publication US 2023/0102179 A1, Mar. 30, 2023
Int. Cl. G10L 15/18 (2013.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G06N 5/022 (2023.01); G06N 5/04 (2023.01); G06Q 30/016 (2023.01); G10L 15/08 (2006.01); G10L 15/22 (2006.01); G10L 25/63 (2013.01); H04M 3/51 (2006.01)
CPC G10L 15/1815 (2013.01) [G06F 40/279 (2020.01); G06F 40/30 (2020.01); G06N 5/022 (2013.01); G06N 5/04 (2013.01); G06Q 30/016 (2013.01); G10L 15/22 (2013.01); G10L 25/63 (2013.01); H04M 3/51 (2013.01); G10L 2015/088 (2013.01)] 29 Claims
OG exemplary drawing
 
1. A system comprising:
at least one memory; and
one or more processors communicatively coupled to the at least one memory, the one or more processors configured to:
receive audio input for an active call from a caller;
generate transcription data of the audio input;
extract one or more keywords from the transcription data;
determine, by processing the one or more keywords using a machine-learning intent model, a call intent corresponding to the active call;
execute an interaction-time prediction model at least in part by:
identifying an identity of a customer service agent assigned to the active call;
determining, by processing the call intent using a first machine-learning time model, an unadjusted time duration estimate associated with the call intent,
determining, by processing agent data corresponding to the identity of the customer service agent assigned to the active call using a second machine-learning time model, an interaction time adjustment duration, and
determining, by combining the unadjusted time duration estimate and the interaction time adjustment duration, an interaction-time prediction; and
transmit, to a user device of the caller, an output for display via the user device of the caller indicating the interaction-time prediction and a selectable option for the caller to request a call-back at a later time based on calendar data associated with the caller.