Colin J Davidson, Age 67Colorado Springs, CO

2021015, May 27, 2021

Nov 27, 2019

16/698457

- 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

G06Q 10/06
G10L 15/18
H04M 3/51
G06F 16/683
G10L 15/26
G06F 40/16
G10L 15/08

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.

2021015, May 27, 2021

Nov 27, 2019

16/698470

- Seattle W, 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

G06Q 10/06
G06F 40/16
G06F 16/683
G10L 15/18
G10L 15/26
H04M 3/51
G10L 15/08

Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.

2021015, May 27, 2021

Nov 27, 2019

16/698478

- 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
Jessie Young - Seattle WA, US
Colin Thomas Davidson - Bellevue WA, US
Harsh Yadav - Seattle WA, US
Srikanth Prabala - Seattle WA, US
Zeshan Peng - Seattle WA, US

G10L 15/22
G06Q 30/00
G06Q 10/10
G06F 16/61
G06F 16/683
G10L 15/30
G10L 15/18

Systems and methods which may be implemented in the context of a customer contact service. A service of a computing resource service provider may obtain, at a first service of a computing resource service provider, audio source data from a client of the computing resource service provider, generate an output from the audio data, wherein the output encodes: a transcript of the audio data generated by a second service, wherein the transcript is partitioned by speaker, metadata generated by a third service based at least in part on the transcript, and, one or more categories triggered by the transcript, wherein a fourth service is used to determine whether the one or more categories match the transcript, and providing the output to the client.