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:
Oct. 30, 2007
Filed:
Oct. 07, 2002
Douglas K. Warner, Bozeman, MT (US);
James Neal Richter, Bozeman, MT (US);
Stephen D. Durbin, Bozeman, MT (US);
Greg Gianforte, Bozeman, MT (US);
Douglas K. Warner, Bozeman, MT (US);
James Neal Richter, Bozeman, MT (US);
Stephen D. Durbin, Bozeman, MT (US);
Greg Gianforte, Bozeman, MT (US);
Right Now Technologies, Inc., Bozeman, MT (US);
Abstract
A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.