Informing a support agent of a paralinguistic emotion signature of a user
US10192569B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 27, 2016 |
| Grant date | Jan 29, 2019 |
| Priority date | — |
| Expiry date | Oct 27, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques are disclosed for assisting a support agent based on paralinguistic information determined from a user interacting with a software application. One embodiment presented herein includes a computer-implemented method. The method includes receiving, at a computing device, an audio stream including audio of a user interacting with an application. The method also includes evaluating the audio stream to identify a collection of paralinguistic information present in the audio stream. The paralinguistic information includes a set of descriptors characterizing acoustic aspects of the audio that are distinct from verbal content of the audio. The method further includes determining, from the paralinguistic information, attribute measures associated with the user interacting with the application. Upon receiving a request to initiate a support encounter, the method includes informing a support agent assigned to handle the support encounter of the attribute measures determined from the paralinguistic information.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.