Satya P Ravinuthala

US Patent:

20220292218, Sep 15, 2022

Filed:

Mar 7, 2022

Appl. No.:

17/687983

Inventors:

- Bloomington IL, US
Kevin Lucht - Lexington IL, US
Srinivasarao Kosaraju - Bloomington IL, US
Nagasudha Ravinuthala - Normal IL, US
Satya Ravinuthala - Normal IL, US
Donna Gerig - Bloomington IL, US

International Classification:

G06F 21/62
G06F 40/166
G06K 9/62
H04M 11/10

Abstract:

Various techniques described herein relate to analyzing and redacting information from customer interaction records such as call transcripts, to support transmission of the interaction records from a secured environment to various external analytics systems. Transcript texts may be received and processed by a redaction system, during which the transcript texts may be analyzed to generate conversations and convert numerical texts into numbers. One or more regular expressions defining search and replace patterns may be selected and used to redact confidential or sensitive information from the transcripts. In various implementations, the regular expressions used to redact transcripts may be determined or generated based on transcript categorization, the security characteristics of the transmission networks and/or external systems to which the redacted transcripts are to be transmitted, and/or other attributes of the transcript or the associated systems.

US Patent:

20220366460, Nov 17, 2022

Filed:

May 13, 2022

Appl. No.:

17/744116

Inventors:

- Bloomington IL, US
Chris Cloyd - Bloomington IL, US
Satya Ravinuthala - Normal IL, US

International Classification:

G06Q 30/02
H04L 51/216

Abstract:

Techniques described herein relate to determining associations between different interactive communication sessions performed between users and an organization, over multiple different communication channels. A multi-channel analysis system may receive and compare user data from communication records captured via different communication channel systems, such as phone systems, web servers, chat systems, etc. In some examples, the multi-channel analysis system may determine confidence levels for associations between different communication sessions, based on matches between different user data fields and/or other attributes of the communication sessions. Individual communication sessions may be associated with communication initiators and/or communication results, and the multi-channel analysis system may use associations between communication sessions and confidence levels to determine and update performance metrics associated with communication initiators and/or communication results.