US 11,688,400 B1 · Systems and methods to utilize text representations of conversations

Abstract

A method for electronically utilizing content in a communication between a customer and a customer representative is provided. An audible conversation between a customer and a service representative is captured. At least a portion of the audible conversation is converted into computer searchable data. The computer searchable data is analyzed during the audible conversation to identify relevant meta tags previously stored in a data repository or generated during the audible conversation. Each meta tag is associated with the customer. Each meta tag provides a contextual item determined from at least a portion of one of a current or previous conversation with the customer. A meta tag determined to be relevant to the current conversation between the service representative and the customer is displayed in real time to the service representative currently conversing with the customer.

Claims18

Dependent claims

A method for electronically utilizing content in a current audible conversation between first and second participants by a computer processor, the method comprising the steps of:

analyzing computer searchable text data, captured, converted and stored by the computer processor during the audible conversation to identify one or more contextual items determined from at least a portion of the current audible conversation between the first and second participants;
identifying, by the processor, one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second participants, wherein each of the one or more meta tags are associated with the second participant and wherein each meta tag is associated with an identified contextual item;
and
determining a sentiment toward each of the one or more identified contextual items by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity.

1 more element

A computer system for electronically utilizing content in a current audible conversation between first and second participants, comprising:

a memory configured to store instructions;
a processor disposed in communication with said memory, wherein said processor upon execution of the instructions is configured to:
analyze computer searchable text data, captured, converted and stored by the computer processor during the audible conversation to identify one or more contextual items determined from at least a portion of the current audible conversation between the first and second participants;
identify one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second participants, wherein each of the one or more meta tags are associated with the second participant and wherein each meta tag is associated with an identified contextual item;
and
determine a sentiment toward each of the one or more identified contextual items by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity.

3 more elements

Dependencies are inferred from the claim text.

Systems and methods to utilize text representations of conversations

Life of this patent

Systems and methods to utilize text representations of conversations

Life of this patent

Abstract

Claims18