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:
Sep. 27, 2022
Filed:
Oct. 19, 2021
Bank of America Corporation, Charlotte, NC (US);
Christopher Keith Restorff, Carrollton, TX (US);
Joshua Maki, Frisco, TX (US);
Emad Noorizadeh, Plano, TX (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Jie Zhang Nissel, Charlotte, NC (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
An interactive voice response system for interpreting sentiment of a conversation in real time is provided. The system may include a receiver. The receiver may be operable to receive a plurality of sentiment signals and a first portion of a conversation. The first portion of the conversation may include a plurality of interaction pairs. Each interaction pair may include an utterance and a system response. The system may include an utterance sentiment category determination module that may be operable to determine a sentiment category for each utterance. The system may include a sequential module. The sequential module may determine a conversation sentiment category based on the utterance sentiment categories and the order in which the utterance sentiment categories are received. The system may include an output module. The output module may output the conversation sentiment category. The conversation sentiment category may be used to determine a future system response.