Patents by Inventor Filipe Plácido

Filipe Plácido 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).

  • Method and apparatus for automated quality management of communication records
    Patent number: 11677875
    Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.
    Type: Grant
    Filed: August 16, 2021
    Date of Patent: June 13, 2023
    Assignee: Talkdesk Inc.
    Inventors: Kathy Krucek, Filipe Plàcido, Nuno Eufrasio, Rui Palma, Joao Salgado, Ben Rigby, Pedro Andrade, Jason Fama
  • METHOD AND APPARATUS FOR AUTOMATED QUALITY MANAGEMENT OF COMMUNICATION RECORDS
    Publication number: 20230007123
    Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.
    Type: Application
    Filed: July 2, 2021
    Publication date: January 5, 2023
    Inventors: Kathy Krucek, Filipe Plácido, Nuno Eufrasio, Rui Palma, Joao Salgado, Ben Rigby, Pedro Andrade, Jason Fama
  • METHOD AND APPARATUS FOR AUTOMATED QUALITY MANAGEMENT OF COMMUNICATION RECORDS
    Publication number: 20230007124
    Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.
    Type: Application
    Filed: August 16, 2021
    Publication date: January 5, 2023
    Inventors: Kathy Krucek, Filipe Plácido, Nuno Eufrasio, Rui Palma, Joao Salgado, Ben Rigby, Pedro Andrade, Jason Fama