Device, system and method for modifying workflows based on call profile inconsistencies
US10992805B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 27, 2020 |
| Grant date | Apr 27, 2021 |
| Priority date | — |
| Expiry date | Jan 27, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5133
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A device, system and method for modifying workflows based on call profile inconsistencies is provided. A device monitors a call, received from a caller reporting an incident. The device performs one or more sentiment analysis and semantic analysis on one or more of: video of the caller on call; audio of the caller on call; and transcribed text of the audio of the call. The device determines a profile for the call, from a plurality of predetermined profiles stored at a memory accessible to the device, the plurality of predetermined profiles previously generated from historical data. In response to determining an inconsistency between the profile for the call and one or more of the sentiment analysis and the semantic analysis, the device determines a modified workflow for handling the call. The device provides, at a notification device, the modified workflow for handling the call reporting the incident.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.