International Business Machines Corporation

Srinivasan Muthuswamy Sivaraman

Subhendu Das

Yashodhara M Patnaik

Embodiments provide a computer implemented method in a data processing system comprising a processor and a memory comprising instructions, which are executed by the processor to cause the processor to implement the method of identifying negative communications from a plurality of electronic communications, including: extracting a plurality of terms from the plurality of electronic communications, wherein the plurality of terms include subjects, action verbs, adjectives and business objects; identifying variations of each term and grouping the variations for each term to form a dictionary; generating a co-occurrence graph to illustrate relationships between different terms in the plurality of terms; assigning each term with an entity type; identifying a negative intent for each business object using the co-occurrence graph; providing one or more semantic rules, and identifying one or more negative communications having the negative intent based on the one or more semantic rules.

Identifying complaints from messages

Embodiments provide a computer implemented method in a data processing system comprising a processor and a memory comprising instructions, which are executed by the processor to cause the processor to implement the method of identifying negative communications from a plurality of electronic communications, including: extracting a plurality of terms from the plurality of electronic communications, wherein the plurality of terms include subjects, action verbs, adjectives and business objects; identifying variations of each term and grouping the variations for each term to form a dictionary; generating a co-occurrence graph to illustrate relationships between different terms in the plurality of terms; assigning each term with an entity type; identifying an intent for each business object using the co-occurrence graph; providing one or more rules, and identifying one or more negative communications based on the one or more rules.

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Bengaluru, India

Srinivasan Muthuswamy Sivaraman