Cynthia H Freeman

US Patent:

20210358478, Nov 18, 2021

Filed:

Jul 30, 2021

Appl. No.:

17/389839

Inventors:

- Alpharetta GA, US
Ian Roy Beaver - Spokane WA, US
Cynthia Freeman - Albuquerque NM, US
Jonathan Patrick Merriman - Spokane WA, US

International Classification:

G10L 15/06
G10L 15/01
G10L 15/22
G06F 40/35

Abstract:

A method of determining influence of language elements in script to an overall classification of the script by perturbing the dataset representing a conversation. In some instances, for example, in the conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.

US Patent:

20200401768, Dec 24, 2020

Filed:

Jun 17, 2020

Appl. No.:

16/903916

Inventors:

- Alpharetta GA, US
Cynthia Freeman - Albuquerque NM, US

International Classification:

G06F 40/47
G06F 40/279

Abstract:

In an implementation, a method for detecting anomalies in textual items is provided. The method includes: receiving a first plurality of textual items by a computing device; training a language model using the received first plurality of textual items by the computing device; after training the language model, receiving a second plurality of textual items by the computing device; calculating a cross-entropy for each textual item in the second plurality of textual items by the computing device using the language model; and detecting an anomaly in at least one of the textual items of the second plurality of textual items by the computing device using the calculated cross-entropies.

US Patent:

20200110805, Apr 9, 2020

Filed:

Aug 21, 2019

Appl. No.:

16/546941

Inventors:

- Alpharetta GA, US
Cynthia Freeman - Albuquerque NM, US
Andrew T. Pham - Modesto CA, US

International Classification:

G06F 17/27
G06F 3/0482
G06F 3/0481
H04L 29/08
H04L 29/06

Abstract:

Features, libraries, and techniques are provided herein for determining the kinds of relational language that are present. Applying audio, emojis, and sentiment shifts as features may be used to determine whether the customer is providing backstory, whether there is ranting, etc. Textual features may be considered, as well as audio features may be considered.

US Patent:

20190377795, Dec 12, 2019

Filed:

Mar 18, 2019

Appl. No.:

16/356091

Inventors:

- Alpharetta GA, US
Ian Roy Beaver - Spokane WA, US
Cynthia Freeman - Albuquerque NM, US
Jonathan Patrick Merriman - Spokane WA, US

International Classification:

G06F 17/27

Abstract:

A method of determining influence of language elements in script to an overall classification of the script includes performing a sentiment analysis of the language elements. In some instances, for example, in a conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.

US Patent:

20190258700, Aug 22, 2019

Filed:

Feb 22, 2019

Appl. No.:

16/283135

Inventors:

- Alpharetta GA, US
Cynthia Freeman - Albuquerque NM, US
Jonathan Patrick Merriman - Spokane WA, US
Abhinav Aggarwal - Albuquerque NM, US

International Classification:

G06F 17/21

Abstract:

Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.

US Patent:

20170277993, Sep 28, 2017

Filed:

Mar 21, 2017

Appl. No.:

15/465412

Inventors:

- Spokane Valley WA, US
Fred A. Brown - Colbert WA, US
Cynthia Freeman - Albuquerque NM, US

International Classification:

G06N 3/00
G06N 99/00

Abstract:

Techniques and architectures for analyzing conversations between users and virtual assistants to identify instances where the virtual assistants have not satisfied user requests are described. The techniques and architectures may use such analysis to tag conversations regarding unsatisfied user requests, provide information to users regarding conversations with unsatisfied user requests, learn conversation or contextual data for unsatisfied user requests, and/or perform a variety to other processes to improve the virtual assistants.