Automatic negative question handling
US9432325B2 · kind B2 · utility
5Cited by
13References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 6, 2013 |
| Grant date | Aug 30, 2016 |
| Priority date | — |
| Expiry date | Apr 23, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.