Patents by Inventor Kashyap Coimbatore Murali

Kashyap Coimbatore Murali has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center
    Patent number: 11349989
    Abstract: Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center are disclosed. According to one embodiment, a computer-implemented method comprises receiving a call from a customer at a call center. A sample of the call is recorded and the Mel-Frequency Cepstral coefficient is extracted from the sample. A machine learning model predicts an emotion of the customer and generates a confidence score for the emotion. A script of a call center agent is modified based on the emotion and the confidence score.
    Type: Grant
    Filed: March 4, 2019
    Date of Patent: May 31, 2022
    Assignee: Genpact Luxembourg S.à r.l. II
    Inventors: Kashyap Coimbatore Murali, Kaushik Bhaskar
  • Systems And Methods For Sensing Emotion In Voice Signals And Dynamically Changing Suggestions In A Call Center
    Publication number: 20200092419
    Abstract: Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center are disclosed. According to one embodiment, a computer-implemented method comprises receiving a call from a customer at a call center. A sample of the call is recorded and the Mel-Frequency Cepstral coefficient is extracted from the sample. A machine learning model predicts an emotion of the customer and generates a confidence score for the emotion. A script of a call center agent is modified based on the emotion and the confidence score.
    Type: Application
    Filed: March 4, 2019
    Publication date: March 19, 2020
    Inventors: Kashyap Coimbatore Murali, Kaushik Bhaskar