The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 17, 2020
Filed:
Apr. 21, 2018
International Business Machines Corporation, Armonk, NY (US);
Xiaotong Liu, San Jose, CA (US);
Anbang Xu, San Jose, CA (US);
Zhe Liu, San Jose, CA (US);
Vibha S. Sinha, Santa Clara, CA (US);
Rama Kalyani T. Akkiraju, Cupertino, CA (US);
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
A method, a computer program product, and an information handling system is provided for reducing cost and improving real-time performance for analyzing and representing customer care communication progression based on tone assessments by monitoring communications between a plurality of customers and a plurality of representatives to form a plurality of interaction histories. Analyzing a text form of the plurality of interaction histories according to a Tone Latent Dirichlet Allocation [T-LDA] model to determine a plurality of conversation tones. Mapping the plurality of conversation tones to a plurality of conversation phases and providing a representation of the conversation tones identifying a first customer tone at a first conversation phase and a second customer tone at a second conversation phase.