US 2019/0096428 A1 · COMPUTER-BASED ESCALATION DETECTION

Abstract

Systems and methods for computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyzing the audio data, an escalation during the interaction event to generate escalation data; saving the escalation data; partitioning each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event; assigning a sentiment score for each of the plurality of sections; and calculating an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score.

Claims20

Dependent claims

A computer-implemented method, comprising:

determining, by a computer device, an 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;
determining, by the computer device and based on the analyzing the audio data, an escalation during the interaction event to generate escalation data;
saving, by the computer device, the escalation data
partitioning, by the computer device, each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event;
assigning, by the computer device, a sentiment score for each of the plurality of sections;
and
calculating, by the computer device, an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score.

5 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 an 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;
program instructions to analyze the audio data for a change in tone over time;
program instructions to analyze the audio data for a 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;
program instructions to save the escalation data;
program instructions to gather overall sentiment scores for a plurality of interaction events involving the first party;
and
program instructions to monitor the overall sentiment scores over time to determine any increase or decrease in the overall sentiment scores,
wherein the program instructions are stored on the computer readable storage medium for execution by the CPU via the computer readable memory.

7 more elements

Dependencies are inferred from the claim text.

Computer-based escalation detection

Life of this patent

Computer-based escalation detection

Life of this patent

Abstract

Claims20