US 12,126,769 B1
Platform for call transcription and summarization using generative artificial intelligence
Ashish Koul, Southlake, TX (US); and Ashok Raj Susairaju, Chennai (IN)
Assigned to ACQUEON INC.
Filed by Acqueon Inc., Irving, TX (US)
Filed on Dec. 6, 2023, as Appl. No. 18/530,231.
Int. Cl. H04M 3/51 (2006.01)
CPC H04M 3/5175 (2013.01) 16 Claims
OG exemplary drawing
 
1. A system for transcription and summarization using generative artificial intelligence, comprising:
a computing device comprising a processor, a memory, and a non-volatile data storage device;
a transcription service comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
receive audio data of a call between a customer and a contact center agent;
receive call context information from a contact center;
generate a call transcription by using automatic speech recognition;
link the call context information to the call transcription as context metadata; and
send the call transcription, including both the transcribed conversation and context metadata, to a summarization service; and
the summarization service comprising a second plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
receive the call transcription, the call transcription comprising a transcribed conversation and context metadata;
use the call transcription and the context metadata as an input prompt for a generative artificial intelligence (GAI) model configured to generate as output a call summary; and
display the call summary on a computing device associated with the contact center agent;
wherein, upon receipt of a request from the call center agent request for a new summary, the summarization service:
uses the call transcription and the context metadata as an input prompt for a second generative artificial intelligence (GAI) model configured to generate as output a new call summary; and
displays the new call summary on the computing device associated with the contact center agent.