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

Claim 7:
8. A system configured to dynamically adapt a user interface (UI) to an ongoing audio dialogue between a customer and a customer service agent, the system comprising:
one or more processors; and
a memory coupled to the one or more processors, wherein the memory includes instructions which, when executed by the one or more processors, cause the system to:
cause 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,
wherein the multiple keywords indicate substance and meaning of the current portion of the ongoing audio dialogue;
query a database for search results including content that is relevant to the multiple keywords,
wherein the search results are weighted based on demographic and historical information about the customer and actions performed by the agent on the UI while engaged in the ongoing audio dialogue with the customer;

generate a control signal based on the search results to control the content and placement of the content displayed on the UI to the ongoing audio dialogue;
cause 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 and the placement of the content displayed on the UI; and

dynamically adapt 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.