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. 19, 2024
Filed:
Dec. 01, 2021
Bank of America Corporation, Charlotte, NC (US);
Isaac Persing, Sierra Vista, AZ (US);
Emad Noorizadeh, Plano, TX (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Sushil Golani, Charlotte, NC (US);
Hari Gopalkrishnan, Plainsboro, NJ (US);
Dana Patrice Morrow Branch, Celina, TX (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.