Automatic negative question handling
AssigneeAvaya Inc.
InventorsDavid Skiba, George W. Erhart, Lee Becker, Valentine C. Matula
Life of this patent
Estimating the term…
Abstract
A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.
Claims20
A computer-implemented method for determining an agent routing in a contact center, the method comprising executing on a processor the steps of:
- obtaining, by the processor, a group of two or more electronic communication messages from two or more social media networks in a computer with a memory;
- filtering, by the processor, the group of the two or more electronic communication messages to determine a second group of two or more messages, wherein the messages in the second group of two or more messages contain similar content;
- aggregating, by the processor, the second group of two or more messages into a packet of messages;
- receiving, by the processor, the packet of messages;
- identifying content in the packet of messages with negative sentiment;
- determining whether the identified content is actionable;
- and
- if the identified content is negative and actionable, providing the packet of messages to an agent for response.
A non-transitory computer readable medium having stored thereon processor executable instructions that cause a computing system to execute a computer-implemented method for generating an agent routing, the instructions comprising:
- instructions to obtain a group of two or more social media messages from two or more social media networks;
- instructions to filter the group of the two or more social media messages to determine a second group of two or more messages, wherein the messages in the second group of two or more messages contain similar content;
- instructions to aggregate the second group of two or more messages into a packet of messages;
- instructions to receive the packet of messages;
- instructions to identify content in the packet of messages with negative sentiment;
- instructions to determine whether the identified negative content is actionable;
- instructions to parse the negative actionable content;
- instructions to sort the parsed actionable content;
- instructions to order the sorted actionable content;
- and
- based on the order, instructions to provide the packet of messages to an agent for response.
A communication system comprising:
- a social media gateway, in communication with two or more social media networks over a communications network, wherein the social media gateway obtains a group of two or more social media messages from the two or more social media networks;
- a dialog system in communication with the social media gateway, wherein the dialog system:
- filters the group of the two or more social media messages to determine a second group of two or more messages, wherein the messages in the second group of two or more messages contain similar content;
- aggregates the second group of two or more messages into a packet of messages;
- determines an agent routing for the packet of messages;
- wherein the dialog system comprises:
- a text processing component that receives and analyzes the packet of messages, wherein the text processing component comprises:
- a negative sentiment analyzer that identifies content in the packet of messages with negative sentiment;
- an actionable text analyzer in communication with the negative sentiment analyzer, wherein the actionable text analyzer determines whether the identified negative content is actionable;
- a parser in communication with the actionable text analyzer, wherein the parser parses the actionable content;
- a sorter/order in communication with the parser, wherein the sorter/order one or more of sorts or orders the actionable content;
- and
- wherein, based on at least one of the sort or the order, the text processing component provides the packet of messages to an agent interface to route the long message to an agent for a response.
Dependencies are inferred from the claim text.