Patent ID: 11929078
Assignee: INTUIT INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 14:
15. A method for identifying users of a software application based on voice recognition, comprising:
receiving a recording of a user utterance from a live support session with a user of the software application;
generating a feature vector representative of the user utterance based on a spectrogram representation of the received recording, wherein the spectrogram representation is normalized with respect to a minimum amplitude and a maximum amplitude;
generating a plurality of embedding vectors for the user utterance by processing the generated feature vector through a plurality of trained voice recognition models, wherein the plurality of trained voice recognition models was trained through a process comprising:
selecting, for a selected speaker of a plurality of speakers, an evaluation set of recordings;
identifying a similar speaker to the selected speaker by:
providing inputs based on the evaluation set of recordings to one or more of the plurality of trained voice recognition models, and
receiving an output from the one or more of the plurality of trained voice recognition models identifying the similar speaker as the selected speaker;

re-training the one or more of the plurality of trained voice recognition models based on a mapping of the selected speaker to the identified similar speaker;

selecting a plurality of users from a database of users based on a match between source contact information associated with the live support session and contact information included in user profiles for users of the software application;
calculating, for each respective user of a plurality of users, a similarity score between embedding vectors associated with the respective user and the generated plurality of embedding vectors for the user utterance; and
identifying a matching user from the plurality of users as a user of the plurality of users having a highest calculated similarity score; and
routing the live support session to a support agent, wherein the live support session includes information identifying the matching user.