Systems and methods for detecting complaint interactions
US12033163B2 · kind B2 · utility
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24Claims
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Key dates
| Filing date | Apr 19, 2023 |
| Grant date | Jul 9, 2024 |
| Priority date | — |
| Expiry date | Apr 19, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.