US Patent Issued to Aetna on Nov. 18 for "Automated call summarization based on filtered utterances" (Michigan, Massachusetts, California Inventors)

ALEXANDRIA, Va., Nov. 18 -- United States Patent no. 12,475,884, issued on Nov. 18, was assigned to Aetna Inc. (Hartford, Conn.).

"Automated call summarization based on filtered utterances" was invented by Matthew A. Churgin (Lansing, Mich.), Sheikh Sadid Al Hasan (Weymouth, Mass.) and Prasad Telukuntla (Fremont, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "Systems and methods for automated summarization of customer service calls in a specialized field, such as medical services and insurance, are disclosed. Call transcripts are processed to determine the utterances and corresponding speakers in a customer service call. A feature vector is generated for each utterance and processed through a trained ...