Is a
Patent attributes
Patent Jurisdiction
Patent Number
Patent Inventor Names
Zachary S. Brown0
Aysu Ezen Can0
Chris Symons0
Date of Patent
May 21, 2024
0Patent Application Number
176980180
Date Filed
March 18, 2022
0Patent Citations
Patent Primary Examiner
Patent abstract
Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls to provide communication summaries that capture effort levels of statements made during interactive communications. For a given call, the system receives a transcript as the input and generates a textual summary as the output. In order to improve a call summary and customize a summarization task to a call center domain, the technology disclosed herein may employ a classifier that predicts an effort level and attention score for individual utterances within a call transcript, ranks the attention scores and uses selected ones of the ranked utterances in the summary.
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