Systems and methods for detecting complaint interactions
AssigneeNice Ltd.
InventorsSteven Richard Arnold, Katie Truong, Robert William Morris
Life of this patent
Estimating the term…
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.
Claims20
A method for identifying complaint interactions, the method comprising, using a processor:
- detecting appearances of linguistic structures related to complaints in an interaction;
- calculating at least one sentiment metric of the interaction, wherein the calculation is performed by:
- extracting phrases from the interaction;
- and
- associating a sentiment score with each of the phrases;
- classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric;
- and
- providing a periodic report of the complaint interactions.
A system for identifying complaint interactions, comprising:
- a memory;
- and
- a processor configured to:
- detect appearances of linguistic structures related to complaints in an interaction;
- calculate at least one sentiment metric of the interaction, wherein the calculation is performed by:
- extracting phrases from the interaction;
- and
- associating a sentiment score with each of the phrases;
- and
- classify the interaction as being or not being a complaint interaction based on the detected linguistic structures and the least one sentiment metric;
- and
- providing a periodic report of the complaint interactions.
A method for classifying interactions, the method comprising:
- using a processor;
- counting appearances of expressions related to complaints in an interaction;
- calculating at least one sentiment metric of the interaction, wherein the calculation is performed by:
- extracting expressions from the interaction;
- and
- associating a sentiment score with each of the expressions;
- providing the count of appearances of the expressions and the at least one sentiment metric as an input to a trained supervised learning model, the trained supervised learning model to classify the interaction as being or not being a complaint interaction based on the inputs;
- and
- providing a report of the complaint interactions.
Dependencies are inferred from the claim text.