System and method for labeling messages from customer-agent interactions on social media to identify an issue and a response
US10529030B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 9, 2015 |
| Grant date | Jan 7, 2020 |
| Priority date | — |
| Expiry date | Sep 26, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A system, method and non-transitory computer readable medium for labeling a plurality of messages from a customer-agent interaction on a social media service to identify an issue and a response are disclosed. For example, the system includes a conversation interface, a conversation database coupled to the conversation interface, a conversation analysis server coupled to the conversation database and a conversation knowledge repository coupled to the conversation analysis server. The conversation analysis server includes a preprocessing module, a dialogue act analysis module, an issue status analysis module and an issue/response identification module.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.