System and method of sentiment modeling and application to determine optimized agent action
US10735585B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 15, 2019 |
| Grant date | Aug 4, 2020 |
| Priority date | — |
| Expiry date | Oct 15, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.