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US 11,599,841 B2Granted
Data analysis using natural language processing to obtain insights relevant to an organization
AssigneeSaama Technologies, Inc.
InventorsVidya Sagar Anisingaraju, Haranath Gnana, Ghananeel Gondhali
Life of this patent
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Abstract
Methods and apparatuses for generating insights for improving an organization from unstructured and structured data. Natural language processing is employed to process the aggregated data from various data sources to create topics and the features that impact the topics. These topics are then used to generate recommendations to improve customer satisfaction with the organization.
Claims18
A computer-implemented method for obtaining insights from unstructured data pertaining to an organization, comprising:
- storing information in a standardized format about a set of topics in a network-based non-transitory storage devices having a collection of scores stored thereon;
- providing remote access to users over a network so any one of the users can update information about at least one of the topics in real time through a graphical user interface, wherein the one of the users provides the updated information in a non-standardized comment, wherein the non-standardized comment includes an overall score and unstructured data including text;
- converting, by a server, the non-standardized information into a standardized format by:
- processing the unstructured data using natural language processing to generate a set of topics;
- identifying a polarity and a severity of the topics in each individual comment normalizing the severity for each topic of the topics by a multivariate analysis of all topics in the comment against the overall score for the comment:
- wherein a sentiment is associated with a polarity;
- calculating a topic level factor for each individual topic by aggregating each individual topic by the polarity and normalized severity across all users;
- and adjusting the topic level factor based upon the total number of times a given topic is mentioned in the comments and multiplied by a weight based upon the severity of the sentiment and the topic input from the specific organization;
- ranking the topics, from highest to lowest, based upon their adjusted calculated topic factor identifying a set number of the highest ranked topics;
- and identifying features that are correlated to the identified highest ranked topics;
- automatically generating a message containing the updated information about the topic by the server whenever updated information has been stored;
- and
- transmitting the message to the organization over the computer network in real time, so that the organization has immediate access to up-to-date topic information.
10 more elements
A nonvolatile memory product which when implemented on a computer system causes the computer system to the steps of:
- storing information in a standardized format about a set of topics in a network-based non-transitory storage devices having a collection of scores stored thereon;
- providing remote access to users over a network so any one of the users can update information about at least one of the topics in real time through a graphical user interface, wherein the one of the users provides the updated information in a non-standardized comment, wherein the non-standardized comment includes an overall score and unstructured data including text;
- converting, by a server, the non-standardized information into a standardized format by:
- processing the unstructured data using natural language processing to generate a set of topics;
- identifying a polarity and a severity of the topics in each individual comment normalizing the severity for each topic of the topics by a multivariate analysis of all topics in the comment against the overall score for the comment:
- wherein a sentiment is associated with a polarity;
- calculating a topic level factor for each individual topic by aggregating each individual topic by the polarity and normalized severity across all users;
- and adjusting the topic level factor based upon the total number of times a given topic is mentioned in the comments and multiplied by a weight based upon the severity of the sentiment and the topic input from the specific organization;
- ranking the topics, from highest to lowest, based upon their adjusted calculated topic factor identifying a set number of the highest ranked topics;
- and identifying features that are correlated to the identified highest ranked topics;
- automatically generating a message containing the updated information about the topic by the server whenever updated information has been stored;
- and
- transmitting the message to the organization over the computer network in real time, so that the organization has immediate access to up-to-date topic information.
10 more elements
Dependencies are inferred from the claim text.