Analysis of a topic in a communication relative to a characteristic of the communication
US10395648B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 6, 2019 |
| Grant date | Aug 27, 2019 |
| Priority date | — |
| Expiry date | Feb 6, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A device monitors a communication between a user associated with a user device and a service representative associated with a service representative device, and causes a natural language processing model to perform a natural language processing analysis of a user input of the communication to identify a topic associated with the communication. The device determines a first score associated with the topic, and determines a second score associated with enabling the communication, where the first score and second score indicate a service performance score of an entity. The device causes a sentiment analysis model to perform a sentiment analysis of the communication to determine a sentiment score indicating a level of satisfaction the user has relative to the topic. The device updates a transaction protocol associated with the topic based on the service performance score, and/or updates a communication processing protocol associated with the communication based on the sentiment score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.