Patent ID: 11861146
Assignee: T-MOBILE USA, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 14:
15. At least one non-transitory, computer-readable medium, carrying instructions that, when executed by at least one processor, performs a method to dynamically adapt a user interface (UI) to an ongoing audio dialogue between a customer and a customer service agent, the method comprising:
causing a speech feature analyzer to process a current portion of the ongoing audio dialogue with a prediction model to produce an output including multiple keywords;
querying a database for search results including content that is relevant to the multiple keywords,
wherein the search results are weighted based on information about the customer or actions performed by the agent on a UI while engaged in the ongoing audio dialogue with the customer;

generating a control signal based on the search results to control the content displayed on the UI to the ongoing audio dialogue;
causing an application programming interface (API) to configure the UI to the ongoing audio dialogue based on the control signals;
wherein the UI is adapted to arrange the content displayed on the UI; and

dynamically adapting the UI in accordance with new control signals that are generated based on a subsequent portion of the ongoing audio dialogue between the customer and the agent.