Patent ID: 11956385
Assignee: VERIZON PATENT AND LICENSING INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 6:
7. A device, comprising:
one or more processors configured to:
receive:
real time audio data associated with a call between an agent of an entity and a customer,
customer data identifying historical transactions of the customer with the entity,

chat data identify chat session input during one or more chat sessions with the customer, and
interactive voice response (IVR) data identifying IVR data input during one or more IVR sessions with the customer;

process the real time audio data, with a real time speech analysis model, to generate transcript data identifying a real time transcript of the call with the customer;
input, into a machine learning model, the customer data, the chat data, the IVR data, and the transcript data to cause the machine learning model to output:
a customer intent,
wherein the customer intent includes at least one of:
an intent of the customer to purchase a product or service from the entity,
an intent of the customer to learn more about the product or service of the entity, or
an intent of the customer to receive support for the product or service of the entity, and

one or more actions to perform based on the customer intent; and

perform the one or more actions.