Performing Real-Time Analytics for Customer Care Interactions
AssigneeInternational Business Machines Corporation
InventorsIndervir Singh Banipal, James D. Wiggins, Shikhar Kwatra, Maharaj Mukherjee
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Abstract
A system, computer program product, and method are provided to analyze an interaction associated with a dialogue. An intelligent real-time analytics using natural language processing (NLP) monitors and analyzes customer dialogue. The system performs analytics on a detected or received dialogue to mine data associated with attributes unique to one or more human communication patterns. The NLP-based system generates and measures a tone, and classifies the tone into a category.
Claims20
A system comprising:
- a processing unit operatively coupled to memory;
- an artificial intelligence (AI) platform, in communication with the processing unit and the memory, the AI platform comprising:
- a tone manager in communication with the processing unit to read an interaction record;
- an analyzer in communication with the tone manager, the analyzer configured to identify and analyze one or more characteristics within the generated tone graph and generate a tone graph based on the interaction record;
- and
- a classifier in communication with the analyzer, the classifier to classify a state of the analyzed interaction record based on the analysis of the one or more characteristics identified by the analyzer within the generated tone graph;
- and
- a first hardware device operatively coupled to the classifier and the processing unit, the first hardware device to receive an instruction output associated with the classified state of the analyzed interaction record, wherein receipt of the instruction causes a physical action selected from the group consisting of:
- a state change of the first hardware device, actuation of the first hardware device, and maintain an operating state of the first hardware device.
A computer program product to process natural language (NL), the computer program product comprising a computer readable storage device having program code embodied therewith, the program code executable by a processing unit to:
- read an interaction record and generate a tone graph based on the interaction record;
- identify and analyze one or more characteristics within the generated tone graph;
- classify a state of the analyzed interaction record based on the analysis of the one or more characteristics identified by the analyzer within the generated tone graph;
- transmit an instruction output associated with the classified state of the analyzed interaction record to a first hardware device;
- and
- receive, at the first hardware device, the instruction output associated with the classified state of the analyzed interaction record;
- and
- the first hardware device to perform a physical action responsive to the received instruction, the physical action selected from the group consisting of:
- a state change of the first hardware device, actuation of the first hardware device, and maintain an operating state of the first hardware device.
A method for analyzing an interaction, comprising:
- reading an interaction record and generating a tone graph based on the interaction record;
- identifying and analyzing one or more characteristics within the generated tone graph;
- classifying a state of the analyzed interaction record based on the analysis of the one or more characteristics identified by the analyzer within the generated tone graph;
- transmitting an instruction output associated with the classified state of the analyzed interaction record to a first hardware device;
- receiving, at the first hardware device, the instruction output associated with the classified state of the analyzed interaction record;
- and
- the first hardware device performing a physical action selected from the group consisting of:
- changing a state of the first hardware device, actuating the first hardware device, and maintaining an operating state of the first hardware device.
Dependencies are inferred from the claim text.