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US 10,832,587 B2Granted
Communication tone training
AssigneeInternational Business Machines Corporation
InventorsRama K Akkiraju, Jalal U Mahmud, Vibha S Sinha, Mengdi Zhang
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Abstract
An approach is provided that may obtain communication information regarding a communication between a first entity and a second entity while the communication may be ongoing. The communication may include an utterance. A tone associated with the utterance may be identified and may result in an identified tone. An outcome of the communication may be predicted using a machine learning based prediction module and the identified tone.
Claims9
A computer program product stored in a computer readable storage medium, comprising computer program code that, when executed by an information handling system, causes the information handling system to provide communication tone training by performing actions comprising:
- obtaining, by a communication tone training monitor using machine-learning that includes at least one processor, communication information regarding a communication between a first entity and a second entity while the communication is ongoing, wherein the communication includes an utterance;
- parsing, by the communication tone training module monitor, the communication information to extract a tone associated with the utterance, resulting in an identified tone in a dialog flow, wherein the dialog flow includes a plurality of identified tones and communication turns for a period of time that describe a tonal evolution of the communication between the first entity and the second entity resulting in a tonal pattern of the communication that may be analyzed in context;
- predicting, by the communication tone training monitor, an outcome of the communication by accessing a tonal patterns repository and determining whether the tonal pattern of the communication complies with a best-practice tonal pattern from the tonal patterns repository, wherein the tonal patterns repository is operatively coupled to a plurality of entities, and wherein the tonal patterns repository includes a plurality of best-practice tonal patterns based on tones and communication turns for a period of time, resulting in a prediction score;
- determining whether the prediction score is below a threshold;
- when the prediction score is below the threshold, flagging the communication;
- when the prediction score is below the threshold, determining an intervention plan intended
- to increase the prediction score and outputting the intervention plan;
- using, by the communication tone training monitor, the prediction score to determine guidance regarding tonal choice to the second entity for a next turn of the communication, wherein the tonal choice is selected from one of the detected tones from one of the best-practice tonal patterns in the tonal patterns repository;
- and
- outputting the guidance to a display.
7 more elements
An information handling system comprising:
- one or more processors;
- one or more data stores accessible by at least one processor;
- a memory coupled to at least one of the processors;
- and
- a set of computer program instructions stored in the memory and executed by at least one of the processors to perform the actions of:
- obtaining, by a communication tone training monitor using machine learning, communication information regarding a communication between a first entity and a second entity while the communication is ongoing, wherein the communication includes an utterance;
- parsing, by the communication tone training monitor, the communication information to extract a tone associated with the utterance, resulting in an identified tone in a dialog flow, wherein the dialog flow includes a plurality of identified tones and communication turns for a period of time that describe a tonal evolution of the communication between the first entity and the second entity resulting in a tonal pattern of the communication that may be analyzed in context;
- predicting, by the communication tone training monitor, an outcome of the communication by accessing a tonal patterns repository and determining whether the tonal pattern of the communication complies with a best-practice tonal pattern from the tonal patterns repository, wherein the tonal patterns repository is operatively coupled to a plurality of entities, and wherein the tonal patterns repository includes a plurality of best-practice tonal patterns based on tones and communication turns for a period of time, resulting in a prediction score;
- determining whether the prediction score is below a threshold;
- when the prediction score is below the threshold, flagging the communication;
- when the prediction score is below the threshold, determining an intervention plan intended to increase the prediction score and outputting the intervention plan;
- using, by the communication tone training monitor, the prediction score to determine guidance regarding tonal choice to the second entity for the next turn of communication, wherein the tonal choice is selected from one of the detected tones from one of the best-practice tonal patterns in the tonal patterns repository;
- and
- outputting the guidance to a display.
11 more elements
Dependencies are inferred from the claim text.