Systems and methods to utilize text representations of conversations
First Claim
1. A method for electronically utilizing content in an electronic communication, the method comprising the steps of:
- capturing, by a processor, an audible conversation between first and second users;
converting, by the processor, the audible conversation into computer searchable text data;
storing, by the processor, the audible conversation in an audio repository and the searchable text data representative of the audio conversation in an text repository;
analyzing iteratively in real time, by a processor, the computer searchable text data during the audible conversation to identify one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second users, wherein each of the one or more meta tags are associated with the second user and wherein each meta tag provides a contextual item determined from at least a portion of one of the current or previous conversations with the second user; and
determine sentiment toward the contextual item associated with the meta tag by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity whereby once polarity has been determined, a number of positive and negative sentiment words spoken the customer in relation to identified contextual items are countered.
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Abstract
A method for electronically utilizing content in a communication between a customer and a customer representative is provided. An audible conversation between a customer and a service representative is captured. At least a portion of the audible conversation is converted into computer searchable data. The computer searchable data is analyzed during the audible conversation to identify relevant meta tags previously stored in a data repository or generated during the audible conversation. Each meta tag is associated with the customer. Each meta tag provides a contextual item determined from at least a portion of one of a current or previous conversation with the customer. A meta tag determined to be relevant to the current conversation between the service representative and the customer is displayed in real time to the service representative currently conversing with the customer.
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Citations
19 Claims
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1. A method for electronically utilizing content in an electronic communication, the method comprising the steps of:
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capturing, by a processor, an audible conversation between first and second users; converting, by the processor, the audible conversation into computer searchable text data; storing, by the processor, the audible conversation in an audio repository and the searchable text data representative of the audio conversation in an text repository; analyzing iteratively in real time, by a processor, the computer searchable text data during the audible conversation to identify one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second users, wherein each of the one or more meta tags are associated with the second user and wherein each meta tag provides a contextual item determined from at least a portion of one of the current or previous conversations with the second user; and determine sentiment toward the contextual item associated with the meta tag by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity whereby once polarity has been determined, a number of positive and negative sentiment words spoken the customer in relation to identified contextual items are countered. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer program product for electronically utilizing content in an electronic communication between first and second users, the computer program product comprising:
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one or more non-transitory computer-readable storage devices and a plurality of program instructions stored on at least one of the one or more computer-readable storage devices, the plurality of program instructions comprising; program instructions to capture an audible conversation between the first and second users; program instructions to convert the audible conversation into computer searchable text data; program instructions to store the audible conversation in an audio repository and the searchable text data representative of the audio conversation in a text repository; program instructions to analyze the computer searchable text data during the audible conversation to identify one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second users, wherein each of the one or more meta tags are associated with the second user and wherein each meta tag provides a contextual item determined from at least a portion of one of the current or previous conversation with the second user; and program instructions to determine sentiment toward the contextual item associated with the meta tag by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity whereby once polarity has been determined, a number of positive and negative sentiment words spoken by the second user in relation to identified contextual items are countered. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A computer system for electronically utilizing content in a communication between first and second users, the computer system comprising:
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one or more processors, one or more computer-readable storage devices, and a plurality of program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors, the plurality of program instructions comprising; program instructions to capture an audible conversation between the first and second users; program instructions to convert the audible conversation into computer searchable text data; program instructions to store the audible conversation in an audio repository and the searchable text data representative of the audio conversation in a text repository; program instructions to analyze the computer searchable text data during the audible conversation to identify one or more meta tags previously stored in the text repository or generated during the audible conversation determined relevant to a current conversation between the first and second users, wherein each of the one or more meta tags are associated with the second user and wherein each meta tag provides a contextual item determined from at least a portion of one of the current or previous conversation with the second user; program instructions to determine sentiment toward the contextual item associated with the meta tag by detecting one or more words having a sentiment polarity using a sentiment dictionary containing sentiment related words having a particular polarity whereby once polarity has been determined, a number of positive and negative sentiment words spoken by the second user in relation to identified contextual items are countered. - View Dependent Claims (18, 19)
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Specification