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:
Feb. 09, 2021
Filed:
Apr. 08, 2019
Method, medium, and system for analyzing user sentiment to dynamically modify communication sessions
International Business Machines Corporation, Armonk, NY (US);
John Handy Bosma, Leander, TX (US);
Lalitha Krishnamoorthy, Round Rock, TX (US);
Sri Sai Anupama Pasumarthy, New York, NY (US);
Jeremy R. Fox, Georgetown, TX (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A computer system analyzes user sentiment to dynamically modify a communication session. One or more user interactions are captured during a communication session, wherein a machine learning model is updated based on the captured user interactions. A likelihood score of a user terminating the communication session before performing one or more desired actions is calculated. In response to determining that the likelihood score is above a threshold value, one or more queries are presented, during the communication session, to the user, wherein the one or more queries are selected using the machine learning model. Received user feedback is analyzed to determine a user sentiment. The communication session is dynamically modified based on to the user feedback and the user sentiment. Embodiments of the present invention further include a method and program product for analyzing user sentiment to dynamically modify a communication session in substantially the same manner described above.