Systems, methods, and media for classifying electronic voice of the customer data using emotion profiles generated for a plurality of clusters
US11922444B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 31, 2023 |
| Grant date | Mar 5, 2024 |
| Priority date | — |
| Expiry date | Jan 31, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/65
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
VoC data, e.g., plurality of VoC communications, for a plurality of customers can be collected. A clustering algorithm may be utilized to generate a plurality of cluster each of which is assigned a group of customers that share similar metadata. An emotion profile may be generated for each cluster based on segment detected emotions for the VoC data corresponding to the customers that are assigned to the cluster. The emotion profile for a cluster may represent the normal or expected emotions experienced during VoC communications by customers assigned to the cluster. New VoC data corresponding to a new customer may be received. A cluster may be identified based on the metadata of the new customer, and the emotion attributes of the new VoC data may be compared to the emotion profile of the identified cluster. Based on the comparison, one or more deviation can be identified to trigger an action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.