Microsoft Technology Licensing, LLC

Ryan P DiCicco

Reid Joseph Kuhn

Tachen Chester Ni

Himesh Shah

Kang Su Gatlin

Christian A Gschwend

Shireen Z Asous

Christina S Gentile

Techniques described herein are directed to a sentiment analysis engine for classifying and quantifying customer sentiments between a customer and an agent. The sentiment analysis engine includes a data acquisition engine configured to receive data from a plurality of different communication channels. A preprocessing engine of the sentiment analysis engine is configured to apply rule(s) that are configured to perform formatting and/or filtering operations on the received data and/or isolate customer-provided messages from agent-provided messages. A customization engine of the sentiment analysis engine is configured to perform channel-specific customizations on the received data, such as, but not limited to interpreting the data in a channel-specific manner A batch scoring engine of the sentiment analysis engine is configured to quantify customer sentiments in real-time (e.g., during a communication session between the customer and agent), and such sentiments may be displayed via a GUI utilized by an authorized individual.

Multi-channel customer sentiment determination system and graphical user interface

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Seattle, WA, United States of America

Ryan P DiCicco