System and method for sentiment analysis of chat ghost typing
US11023687B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 8, 2018 |
| Grant date | Jun 1, 2021 |
| Priority date | — |
| Expiry date | Mar 14, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L65/1096
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The present invention allows for the capture and sentiment analysis of text the customer inputs into a chat, but never actually sends to the customer service representative (ghost text). The system captures this ghost text with a ghost capture system (GCS) software module. The GCS module analyzes the ghost text to generate metadata. The ghost text and metadata are used by a sentiment analysis engine to apply appropriate sentiment to the ghost text. The sentiment and ghost text are routed to a customer service representative (CSR). This provides the customer service agent with additional detail and information about a customer's emotions during a text chat conversation, allowing the CSR to determine a court of interaction not only based on the customer's response, but also based on the ghost text and the sentiment from the ghost text.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.