Systems and methods for detecting complaint interactions
US11157916B2 · kind B2 · utility
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20Claims
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Key dates
| Filing date | Nov 25, 2019 |
| Grant date | Oct 26, 2021 |
| Priority date | — |
| Expiry date | Mar 11, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.