US 2018/0025743 A1 · ESCALATION DETECTION USING SENTIMENT ANALYSIS

Abstract

Systems and methods for escalation detection using sentiment analysis are disclosed. A computer-implemented method of the invention includes: determining, by a computer device, the occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing, by the computer device, the audio data for a change in tone over time; analyzing, by the computer device, the audio data for the presence of any negative tones; determining, by the computer device, whether the change in tone, the presence of any negative tones, or a combination of the change in tone and the presence of any negative tones, indicates an escalation during the interaction event to generate escalation data; and saving, by the computer device, the escalation data.

Claims20

Dependent claims

A computer-implemented method, comprising:

determining, by a computer device, the occurrence of an interaction event between a first party and a second party within a video recording including audio data, wherein the determining the occurrence of the interaction event comprises detecting that the first party or the second party has entered a frame of the video recording for a predetermined time period;
analyzing, by the computer device, the audio data for a change in tone over time;
analyzing, by the computer device, the audio data for the presence of any negative tones;
determining, by the computer device, whether the change in tone, the presence of any negative tones, or a combination of the change in tone and the presence of any negative tones, indicates an escalation during the interaction event to generate escalation data;
and
saving, by the computer device, the escalation data.

3 more elements

A computer program product for detecting escalation the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:

determine the occurrence of an interaction event between a first party and a second party within an audio-video recording including audio data;
analyze the audio data for a change in tone over time;
analyze the audio data for the presence of any negative tones;
determine whether the change in tone, the presence of any negative tones, or a combination of the change in tone and the presence of any negative tones, indicates an escalation during the interaction event to generate escalation data;
save the escalation data;
and
compare the saved escalation data to historic escalation data, wherein the comparing the saved escalation data to historic escalation data comprises comparing the saved escalation data to historic escalation data of one or more persons of interest.

4 more elements

A system for detecting escalation, comprising:

a CPU, a computer readable memory and a computer readable storage medium associated with a computing device;
program instructions to determine the occurrence of a first interaction event between a first person of interest and one or more members of the public within an audio-video recording including audio data and video data, wherein the program instructions to determine the occurrence of the first interaction even are selected from the group consisting of:
program instructions to detect a threshold level of sound in the audio data;
program instructions to detect that the first person of interest or the one or more members of the public has entered a frame of the audio-video recording for a predetermined time period;
and combinations thereof:
program instructions to analyze the audio data for a change in tone over time;
program instructions to analyze the audio data for the presence of any negative tones;
program instructions to determine whether the change in tone, the presence of any negative tones, or a combination of the change in tone and the presence of any negative tones, indicates an escalation during the first interaction event to generate escalation data;
and
program instructions to save the escalation data,
wherein the program instructions are stored on the computer readable storage medium for execution by the CPU via the computer readable memory.

8 more elements

Dependencies are inferred from the claim text.

Escalation detection using sentiment analysis

Life of this patent

Escalation detection using sentiment analysis

Life of this patent

Abstract

Claims20