System and method for identifying complaints in interactive communications and providing feedback in real-time
US11563852B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 13, 2021 |
| Grant date | Jan 24, 2023 |
| Priority date | — |
| Expiry date | Aug 13, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls based on inferred sentiments. An incoming call is routed to a call agent based on an inferred topic, classified based on one or more inferred sentiments of a current caller's speech, determining, based on the call classification, that a complaint has been articulated and initiating an automated assistance by searching for one or more similar callers to the current caller. Based on finding a successful call outcome associated with one or more similar callers, the system suggests one or more phrases to the call agent for use in a dialog with the current caller to improve the one or more inferred sentiments.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.