System and method for identifying themes in interactive communications
US11849069B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 31, 2022 |
| Grant date | Dec 19, 2023 |
| Priority date | — |
| Expiry date | Aug 31, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldComputer technology
- 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 themes. The machine learning system extracts a topic and keywords associated with the topic from a plurality of interactive communications and ranks the keywords based on a frequency of occurrence within the plurality of interactive communications. The machine learning systems select an N highest ranked keywords from the plurality of interactive communications, compares the N highest ranked keywords to previously extracted N highest ranked keywords to identify new keywords, and determines, based on new keywords, that an emerging topic has been articulated in the plurality of interactive communications.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.