Patent ID: 11893526
Assignee: AMAZON TECHNOLOGIES, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 4:
5. A system, comprising:
one or more processors, and
memory that stores computer-executable instructions that, if executed, cause the system to:
establish a first communications channel between a service of a computing resource service provider and a first client of the computing resource service provider, wherein the first client is connected to an entity via a second communications channel;
obtain, at the service and over the first communications channel, audio data of the second communications channel;
generate a transcript based at least in part on the audio data, wherein a portion of the transcript is reconstructed based at least in part on subportions of the transcript that correspond to separate portions of the audio data obtained at a different time;
as a result of reconstructing the portion of the transcript, generate, using a set of natural language processing (NLP) techniques, metadata encoding audio characteristics associated with the transcript;
tag the transcript with one or more categories based at least in part on the set of NLP outputs, wherein the one or more categories are defined based at least in part on rules that evaluate content and audio characteristics, and at least one of the rules is obtained by a second client of the computer resource service provider; and
provide, to the second client, a notification that:
indicates that the second communications channel was tagged with the one or more categories; and
indicates that a new issue from the one or more categories occurred within a specified period.