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:
Dec. 08, 2020
Filed:
Oct. 31, 2018
Microsoft Technology Licensing, Llc, Redmond, WA (US);
Tachen C. Ni, Bellevue, WA (US);
Christian A. Gschwend, Seattle, WA (US);
Himesh Shah, Bothell, WA (US);
Reid Joseph Kuhn, Kirkland, WA (US);
Kang Su Gatlin, Seattle, WA (US);
Ryan P. DiCicco, Seattle, WA (US);
Shireen Z. Asous, Bellevue, WA (US);
Christina S. Gentile, Rockport, MA (US);
Microsoft Technology Licensing, LLC, Redmond, WA (US);
Abstract
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.