Methods and systems for automatic analysis of conversations between customer care agents and customers
US9645994B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 9, 2014 |
| Grant date | May 9, 2017 |
| Priority date | — |
| Expiry date | May 21, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG16B40/00
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The technical solution under the present disclosure automatically analyzes conversations between users by receiving a training dataset having a text sequence including sentences of a conversation between the users; extracting feature(s) from the training dataset based on features; providing equation(s) for a plurality of tasks, the equation(s) being a mathematical function for calculating value of a parameter for each of the tasks based on the extracted feature; determining value of the parameter for tasks by processing the equation(s); assigning label(s) to each of the sentences based on the determined value of the parameter, a first label being selected from a plurality of first labels, and a second label being selected from a number of second labels; and storing and maintaining with the database a pre-defined value of the parameter, first labels, conversations, second labels, a test dataset, equation(s), and pre-defined features.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.