Machine learning based call routing system
AssigneeUnited Services Automobile Association (USAA)
InventorsVictor Kwak, Seth E. Ethington, Jesse William Plymale
Life of this patent
Estimating the term…
Abstract
Machine learning technology can analyze in real-time the data from a call between a person and a customer service representative. Based on this analysis, a server can determine a sentiment score that describes a sentiment expressed by the person or the customer service representative. If the server determines that the sentiment score is less than or equal to a pre-determined value, the server can inform the customer service representative's manager so that the manager can take further action to help the person and/or the customer service representative.
Claims20
A method comprising:
- generating, by a machine learning model, a sentiment score for a voice call between a first user device and a second user device that describes a real-time sentiment of a first user of the first user device or a second user of the second user device;
- determining, by the machine learning model, an adjusted sentiment score for the voice call based on a non-voice parameter of the voice call;
- in response to the adjusted sentiment score of the voice call being less than or equal to a pre-determined score, generating a selectable option on a user interface to allow a third user device to join the voice call;
- and
- in response to a selection of the selectable option to join the voice call, connecting the third user device to the voice call.
A system comprising:
- one or more processors;
- and
- one or more memories storing instructions that, when executed by the one or more processors, cause the system to perform a process comprising:
- generating, by a machine learning model, a sentiment score for a voice call between a first user device and a second user device that describes a real-time sentiment of a first user of the first user device or a second user of the second user device;
- determining, by the machine learning model, an adjusted sentiment score for the voice call based on a non-voice parameter of the voice call;
- in response to the adjusted sentiment score of the voice call being less than or equal to a pre-determined score, generating a selectable option on a user interface to allow a third user device to join the voice call;
- and
- in response to a selection of the selectable option to join the voice call, connecting the third user device to the voice call.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations comprising:
- generating, by a machine learning model, a sentiment score for a voice call between a first user device and a second user device that describes a real-time sentiment of a first user of the first user device or a second user of the second user device;
- determining, by the machine learning model, an adjusted sentiment score for the voice call based on a non-voice parameter of the voice call;
- in response to the adjusted sentiment score of the voice call being less than or equal to a pre-determined score, generating a selectable option on a user interface to allow a third user device to join the voice call;
- and
- in response to a selection of the selectable option to join the voice call, connecting the third user device to the voice call.
Dependencies are inferred from the claim text.