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:
Jul. 09, 2024
Filed:
Apr. 19, 2023
Applicant:
Nice Ltd., Ra'anana, IL;
Inventors:
Steven Richard Arnold, Canton, GA (US);
Katie Truong, Coppell, TX (US);
Robert William Morris, Decatur, GA (US);
Assignee:
Nice Ltd., Ra'anana, IL;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06Q 30/00 (2023.01); G06N 20/10 (2019.01); G06Q 30/016 (2023.01); G10L 15/16 (2006.01); H04M 3/493 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 11/10 (2006.01);
U.S. Cl.
CPC ...
G06Q 30/016 (2013.01); G06N 20/10 (2019.01); G10L 15/16 (2013.01); H04M 3/4936 (2013.01); H04M 3/4938 (2013.01); H04M 3/5175 (2013.01); H04M 3/5235 (2013.01); H04M 11/10 (2013.01);
Abstract
A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.