Complaint prioritization using deep learning model
US11954443B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 3, 2021 |
| Grant date | Apr 9, 2024 |
| Priority date | — |
| Expiry date | Jul 9, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06V30/00
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Techniques are described for performing complaint prioritization using one or more machine learning models for customer communications. For example, a computing system includes a memory and one or more processors in communication with the memory. The one or more processors are configured to receive communication data indicative of a service inquiry from a user device, generate a set of emotion factor values that indicate a measure of particular emotions in the service inquiry, determine, using a machine learning model and based on the set of emotion factor values, an emotional priority score for the service inquiry, and determine a response priority order for the service inquiry based on at least the emotional priority score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.