Adaptive closed loop communication system

Abstract

A communication system for processing a call includes control logic and at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor operated on the call. Heuristic logic transforms the call classifiers into weighted sub-metrics for the call, and aggregate normalized Gaussian logic transforms the weighted sub-metrics into a metric control that may be applied as a feedback signal to adapt the operation of the control logic. The control logic in turn may adapt the behavior of an agent, automated voice attendant, or a template utilized in a call flow.

What is claimed is: 
     
         1 . A communication system for processing a call, the communication system comprising:
 control logic;   at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor configured to operate on the call;   heuristic logic configured to transform the call classifiers into a plurality of weighted sub-metrics for the call;   aggregate normalized Gaussian logic to transform the weighted sub-metrics into a metric control; and   the metric control applied as feedback to adapt the control logic.   
     
     
         2 . The communication system of  claim 1 , further comprising:
 at least one automated voice attendant; and   the control logic adapting the automated voice attendant responsive to the feedback metric control.   
     
     
         3 . The communication system of  claim 1 , further comprising:
 at least one template; and   the control logic adapting the template responsive to the feedback metric control.   
     
     
         4 . The communication system of  claim 1 , wherein the machine learning models comprise an ensemble learning model. 
     
     
         5 . The communication system of  claim 1 , wherein the control logic comprising a machine learning model. 
     
     
         6 . The communication system of  claim 5 , wherein the machine learning model of the control logic comprises an ensemble machine learning model. 
     
     
         7 . The communication system of  claim 4 , further comprising a learning function for the machine learning model of the control logic utilizing a call history and one or more of the weighted sub-metrics and the metric control. 
     
     
         8 . A call processing method comprising:
 operating at least one machine learning model to transform outputs of an audio signal processor and a natural language processor into classifiers for a call;   transforming the call classifiers into a plurality of weighted sub-metrics for the call;   applying aggregate normalized Gaussian logic to the weighted sub-metrics to generate a metric control; and   applying the metric control to adapt control logic for a call flow.   
     
     
         9 . The method of  claim 8 , further comprising:
 applying the metric control to adapt a behavior of an automated voice attendant of the call flow.   
     
     
         10 . The method of  claim 8 , further comprising:
 applying the metric control to adapt a template utilized in the call flow.   
     
     
         11 . The method of  claim 8 , wherein the at least one machine learning model comprises an ensemble learning model. 
     
     
         12 . The method of  claim 8 , further comprising applying the metric control to adapt a machine learning model of the control logic. 
     
     
         13 . The method of  claim 12 , wherein the machine learning model of the control logic comprises an ensemble machine learning model. 
     
     
         14 . The method of  claim 11 , further comprising applying a learning function for the machine learning model of the control logic utilizing a call history and one or more of the weighted sub-metrics and the metric control. 
     
     
         15 . A computing apparatus comprising:
 a processor; and   a memory storing instructions that, when executed by the processor, configure the apparatus to:
 operate at least one machine learning model to transform outputs of an audio signal processor and a natural language processor into classifiers for a call; 
 transform the call classifiers into a plurality of weighted sub-metrics for the call; 
 apply aggregate normalized Gaussian logic to the weighted sub-metrics to generate a metric control; and 
 apply the metric control to adapt one or more of a behavior of an automated voice attendant and a template utilized in an ongoing call flow. 
   
     
     
         16 . The computing apparatus of  claim 15 , wherein the at least one machine learn model comprises an ensemble learning model. 
     
     
         17 . The computing apparatus of  claim 15 , wherein the instructions further configure the apparatus to apply the metric control to adapt a machine learning model of control logic of the call flow. 
     
     
         18 . The computing apparatus of  claim 17 , wherein the machine learn model of the control logic comprises an ensemble machine learning model. 
     
     
         19 . The computing apparatus of  claim 16 , wherein the instructions further configure the apparatus to apply a learning function for the machine learning model of the control logic utilizing a call history and one or more of the weighted sub-metrics and the metric control. 
     
     
         20 . The computing apparatus of  claim 16 , wherein the weighted sub-metrics comprise rate metrics for the call.