Patents by Inventor Michael R. Cowgill

Michael R. Cowgill 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 system for facilitating user support using multimodal information
    Patent number: 11423314
    Abstract: A method for facilitating user support using multimodal information involves obtaining an interaction between a user and a support agent, generating a question embedding from the interaction, obtaining a clickstream associated with the interaction, and generating a clickstream embedding from the clickstream. The question embedding and the clickstream embedding form a shared latent space representation. The method further involves decoding a problem summary from the shared latent space representation and providing the problem summary to the support agent.
    Type: Grant
    Filed: October 30, 2019
    Date of Patent: August 23, 2022
    Assignee: Intuit Inc.
    Inventors: Igor A. Podgorny, Sparsh Gupta, Vitor R. Carvalho, Michael R. Cowgill
  • Integrating automatic speech recognition and community question answering
    Patent number: 11341955
    Abstract: Systems and methods for providing customized automatic speech recognition (ASR) in a customer support system are disclosed. In an example method, one or more data sources for training an ASR language model associated with the customer support system are identified, and one or more weighting models are selected, each weighting model applying a corresponding weight to each data source of the one or more data sources. The ASR language model is then trained based at least in part on the one or more data sources and the one or more weighting models, and a transcript may be generated for one or more customer support calls of the customer support system using the trained ASR language model.
    Type: Grant
    Filed: April 16, 2020
    Date of Patent: May 24, 2022
    Assignee: Intuit Inc.
    Inventors: Igor A. Podgorny, Michael R. Cowgill, Faraz Sharafi
  • INTEGRATING AUTOMATIC SPEECH RECOGNITION AND COMMUNITY QUESTION ANSWERING
    Publication number: 20210327412
    Abstract: Systems and methods for providing customized automatic speech recognition (ASR) in a customer support system are disclosed. In an example method, one or more data sources for training an ASR language model associated with the customer support system are identified, and one or more weighting models are selected, each weighting model applying a corresponding weight to each data source of the one or more data sources. The ASR language model is then trained based at least in part on the one or more data sources and the one or more weighting models, and a transcript may be generated for one or more customer support calls of the customer support system using the trained ASR language model.
    Type: Application
    Filed: April 16, 2020
    Publication date: October 21, 2021
    Applicant: Intuit Inc.
    Inventors: Igor A. Podgorny, Michael R. Cowgill, Faraz Sharafi
  • METHOD AND SYSTEM FOR FACILITATING USER SUPPORT USING MULTIMODAL INFORMATION
    Publication number: 20210133581
    Abstract: A method for facilitating user support using multimodal information involves obtaining an interaction between a user and a support agent, generating a question embedding from the interaction, obtaining a clickstream associated with the interaction, and generating a clickstream embedding from the clickstream. The question embedding and the clickstream embedding form a shared latent space representation. The method further involves decoding a problem summary from the shared latent space representation and providing the problem summary to the support agent.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Igor A. Podgorny, Sparsh Gupta, Vitor R. Carvalho, Michael R. Cowgill