US Patent No. 10,992,805

DEVICE, SYSTEM AND METHOD FOR MODIFYING WORKFLOWS BASED ON CALL PROFILE INCONSISTENCIES


Patent No. 10,992,805
Issue Date April 27, 2021
Title Device, System And Method For Modifying Workflows Based On Call Profile Inconsistencies
Inventorship Eric Johnson, Chicago, IL (US)
Preetam Pagar, Chicago, IL (US)
Richard Mostaert, Chicago, IL (US)
Mariya Bondareva, Chicago, IL (US)
Assignee MOTOROLA SOLUTIONS, INC., CHICAGO, IL (US)

Claim of US Patent No. 10,992,805

1. A method comprising:monitoring, via a call-taking computing device, a call from a caller reporting an incident of a given incident type;
performing, via the call-taking computing device, one or more of sentiment analysis and semantic analysis on one or more of: video of the caller on the call; audio of the caller on the call; and transcribed text of the audio of the caller on the call;
selecting, via the call-taking computing device, using the given incident type, an incident-type profile for the call, from a plurality of predetermined incident-type profiles associated with different incident types, including the given incident type, the plurality of predetermined incident-type profiles stored at a memory accessible to the call-taking computing device, the plurality of predetermined incident-type profiles previously generated from historical data comprising one or more of data, metadata and audio of previous calls associated with previous incidents of the different incident types;
in response to determining an inconsistency between the incident-type profile for the call and one or more of the sentiment analysis and the semantic analysis, determining, via the call-taking computing device, a modified workflow for handling the call; and
providing, via the call-taking computing device, at a notification device, the modified workflow for handling the call, reporting the incident.