US 12,493,645 B2
Tagging telecommunication interactions
Deepak Ramamohan, Mysuru (IN); and Purna Prasanna Srikar Raju Regati, Andhra Pradesh (IN)
Assigned to Capital One Services, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Dec. 12, 2023, as Appl. No. 18/537,150.
Prior Publication US 2025/0190476 A1, Jun. 12, 2025
Int. Cl. G06F 16/35 (2025.01); G06F 16/355 (2025.01)
CPC G06F 16/355 (2019.01) 20 Claims
OG exemplary drawing
 
1. A system for tagging telecommunication interactions, the system comprising:
one or more memories; and
one or more processors, communicatively coupled to the one or more memories, configured to:
generate:
a first index of first terms present in a plurality of electronic documents which provide transcripts relating to a plurality of telecommunication interactions, and
a second index of second terms present in a plurality of electronic records which provide agent-prepared summaries of the plurality of telecommunication interactions,
wherein the first index and the second index define a plurality of term pairs each including a first term of the first index and a second term of the second index;
determine respective association scores for the plurality of term pairs;
generate a data set that indicates a plurality of scores for the first terms based on respective highest association scores, of the respective association scores, for the first terms;
process an electronic document, that provides a transcript relating to a new telecommunication interaction involving an agent device and a user device of a user to extract a plurality of candidate key phrases that represent a set of possible tags for the new telecommunication interaction;
determine a relevance score for each candidate key phrase, of the plurality of candidate key phrases, based on one or more of the plurality of scores, of the data set, associated with one or more of the first terms in the candidate key phrase,
wherein determining the relevance scores is based on receiving a request to generate one or more tags for the new telecommunication interaction;
generate the one or more tags for the new telecommunication interaction based on one or more candidate key phrases, of the plurality of candidate key phrases, associated with highest relevance scores;
identify, based on the one or more tags, additional information relevant to one or more topics discussed during the new telecommunication interaction; and
cause transmission of a communication, directed to the user involved in the new telecommunication interaction, that indicates the additional information.