Dialpad. has been granted a patent for a computer-implemented method that predicts the purpose of calls in a call center. The method utilizes machine learning to analyze call transcripts and attributes, enabling automatic topic discovery, clustering, and visualization of call purposes over time. GlobalData’s report on Dialpad gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Dialpad, Intelligent contact centers was a key innovation area identified from patents. Dialpad's grant share as of July 2024 was 56%. Grant share is based on the ratio of number of grants to total number of patents.
Predicting call purpose using machine learning in call centers
The patent US12063326B1 outlines a computer-implemented method designed to enhance the analysis of call center interactions between customers and agents. The method involves utilizing transcripts and call attribute data as inputs to an inference engine, which predicts the purpose of calls based on specific utterances. This process includes generating an initial set of topics from the predicted call purposes, clustering these topics, and assigning relevant utterances to the appropriate clusters. Additionally, the method identifies and simplifies snippets of calls that describe the call purpose, locates these snippets within the transcripts or recordings, and creates a timeline visualization that highlights when the purpose of the call was expressed.
The inference engine can be based on machine learning or heuristics models, allowing it to classify utterances into categories such as "purpose of call" and "not a purpose of call." The method also includes features for analyzing patterns of topics, determining whether the caller or agent stated the call purpose, and generating key performance indicators based on the purpose of call data. The timeline visualization further distinguishes between the opening section of the call and the main body, providing a clear representation of the call's progression in relation to its purpose. Overall, this patent presents a systematic approach to improving the understanding and management of customer-agent interactions in call centers.
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