Inventors:
- Seattle WA, US
Vasanth Philomin - Seattle WA, US
Vikram Anbazhagan - Issaquah WA, US
Ashish Singh - Sammamish WA, US
Atul Deo - Kirkland WA, US
Anuroop Arora - Seattle WA, US
Colin Thomas Davidson - Bellevue WA, US
Jessie Young - Seattle WA, US
Yasser El-Haggan - Columbia MD, US
International Classification:
G06Q 10/06
G10L 15/18
H04M 3/51
G06F 16/683
G10L 15/26
G06F 40/16
G10L 15/08
Abstract:
Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.