Methods and apparatuses for modeling customer interaction experiences
US9483768B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 10, 2015 |
| Grant date | Nov 1, 2016 |
| Priority date | — |
| Expiry date | Aug 10, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/63
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method and an apparatus for modeling customer interaction experiences receives interaction data corresponding to one or more interactions between a customer and a customer support representative. At least one language associated with the interaction data is detected. Textual content in a plurality of languages is generated corresponding to the interaction data based at least in part on translating the interaction data using two or more languages different than the at least one language. At least one emotion score is determined for text corresponding to each language from among the plurality of languages. An aggregate emotion score is determined using the at least one emotion score for the text corresponding to the each language. An interaction experience of the customer is modeled based at least in part on the aggregate emotion score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.