Systems and methods relating to emotion-based action recommendations
US11734648B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Jun 2, 2020 |
| Grant date | Aug 22, 2023 |
| Priority date | — |
| Expiry date | Feb 2, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.