{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11283928","patent":{"patent_number":"US-11283928","title":"Real-time agent assistance using real-time automatic speech recognition and behavioral metrics","assignee":null,"inventors":[],"filing_date":"2021-07-28T00:00:00.000Z","publication_date":"2022-03-22T00:00:00.000Z","cpc_codes":["H04M","G06N","G10L","G10L","G06N","G10L","H04M","H04M"],"num_claims":20,"abstract":"A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Real-time agent assistance using real-time automatic speech recognition and behavioral metrics","description":"A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a b","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11283928","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11283928","citation_suggestion":"Patentable. \"Real-time agent assistance using real-time automatic speech recognition and behavioral metrics\" (US-11283928). https://patentable.app/patents/US-11283928","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11283928","json":"https://patentable.app/api/llm-context/US-11283928","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-30T19:35:53.901Z"}