System and method for monitoring a sentiment score

• US 10,664,661 B2
• Filed: 06/06/2017
• Issued: 05/26/2020
• Est. Priority Date: 09/12/2014
• Status: Active Grant

• Current Assignee: Nextiva Incorporated (UnitedWeb, Inc.)
• Original Assignee: Nextiva Incorporated (UnitedWeb, Inc.)
• Inventors: Gorny, Tomas
• Primary Examiner(s): Lu, Kuen S
• Application Number:
  US15/615,534
• Publication Number:
  US 20170270099A1
• Time in Patent Office: 1,085 Days
• Field of Search: 707748
• CPC Class Codes: G06F 17/18 for evaluating statistical data , e.g. average values, frequency distributions, probability functions, regression analysis forecasting specially adapted for a specific administrative, business or logistic context G06Q10/04
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/00 Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism healthcare informatics G16H
• CPC Class Codes: H04L 51/212 using filtering or selective blocking

Abstract

A system and method are disclosed for scoring sentiments of communication activity and includes one or more databases that stores data describing electronic communication between one or more customer devices and one or more service center devices and a computer. The computer is configured to monitor communication activity of the one or more customer devices and the one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices and identify one or more communication activities associated with the electronic communications. The computer is further configured to compare the identified one or more communication activities with one or more predetermined communication data, determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data.

Claims

1. A system for scoring sentiments of communication activity, comprising:

one or more databases that store data describing electronic communication between one or more customer devices and one or more service center devices;

a computer coupled with the one or more databases and configured to;

monitor communication activity of the one or more customer devices and the one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices;

responsive to the communication channel being opened between the one or more customer devices and the one or more service center devices, identify one or more communication activities associated with the electronic communication and associate the one or more communication activities with one or more tickets of one or more service centers, each of the one or more customer devices associated with the one or more tickets of the one or more service centers, and log the one or more communication activities in connection with case data;

compare the identified one or more communication activities with one or more predetermined communication data to determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data for one of the one or more tickets; and

store the sentiment score in the one or more databases.

2. The system of claim 1, wherein the computer is further configured to, in response to the communication channel being opened between the one or more customer devices and the one or more service center devices, monitor the communication activity to determine one or more of:

the time of the communication activity;

whether the one or more customer devices and the one or more service center devices initiated the communication activity;

whether the one or more customer devices and the one or more service center devices received the communication activity;

the duration of the communication activity; and

the contents of the communication activity.

3. The system of claim 1, wherein each communication activity is associated with the one or more tickets of the one or more service centers associated with the one or more customer devices and the one or more service center devices.

4. The system of claim 3, wherein the computer is further configured to:

identify one or more trends for each of the one or more tickets by monitoring changes in the communication activity to determine whether the sentiment score is changing over time for the communication activity between the one or more customer devices and the one or more service center devices.

5. The system of claim 1, wherein the computer is further configured to:

block the one or more service center devices from electronically communicating via the communication channel to the one or more customers devices, if the sentiment score is below a predetermined threshold.

6. The system of claim 1, wherein the sentiment score is displayed on a computer display associated with one or more service center computers.

7. A computer-implemented method for scoring sentiments of communication activity, comprising:

monitoring communication activity of one or more customer devices and one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices;

responsive to the communication channel being opened between the one or more customer devices and the one or more service center devices, identifying one or more communication activities associated with electronic communication between the one or more customer devices and the one or more service center devices and associating the one or more communication activities with one or more tickets of one or more service centers, each of the one or more customer devices associated with the one or more tickets of the one or more service centers, and logging the one or more communication activities in connection with case data;

comparing the identified one or more communication activities with one or more predetermined communication data to determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data for one of the one or more tickets; and

storing the sentiment score in one or more databases.

8. The computer-implemented method of claim 7, wherein the computer is further configured to, in response to the communication channel being opened between the one or more customer devices and the one or more service center devices, monitor the communication activity to determine one or more of:

the time of the communication activity;

whether the one or more customer devices and the one or more service center devices initiated the communication activity;

whether the one or more customer devices and the one or more service center devices received the communication activity;

the duration of the communication activity; and

the contents of the communication activity.

9. The computer-implemented method of claim 7, wherein each communication activity is associated with the one or more tickets of the one or more service centers associated with the one or more customer devices and the one or more service center devices.

10. The computer-implemented method of claim 9, further comprising:

identifying one or more trends for each of the one or more tickets by monitoring changes in the communication activity to determine whether the sentiment score is changing over time for the communication activity between the one or more customer devices and the one or more service center devices.

11. The computer-implemented method of claim 7, further comprising:

blocking the one or more service center devices from electronically communicating via the communication channel to the one or more customers devices, if the sentiment score is below a predetermined threshold.

12. The computer-implemented method of claim 7, further comprising displaying the sentiment score on a computer display associated with one or more service center computers.

13. A non-transitory computer-readable medium embodied with software for scoring sentiments of communication activity, the software when executed is configured to:

monitor communication activity of one or more customer devices and one or more service center devices to determine whether a communication channel has been opened between the one or more customer devices and the one or more service center devices;

responsive to the communication channel being opened between the one or more customer devices and the one or more service center devices, identify one or more communication activities associated with electronic communication between the one or more customer devices and the one or more service center devices and associate the one or more communication activities with one or more tickets of one or more service centers, each of the one or more customer devices associated with the one or more tickets of the one or more service centers, and log the one or more communication activities in connection with case data;

compare the identified one or more communication activities with one or more predetermined communication data to determine a sentiment score based on one or more correlations between the identified one or more communication activities and the communication data for one of the one or more tickets; and

store the sentiment score in one or more databases.

14. The non-transitory computer-readable medium of claim 13, wherein the software is further configured to, in response to the communication channel being opened between the one or more customer devices and the one or more service center devices, monitor the communication activity to determine one or more of:

the time of the communication activity;

whether the one or more customer devices and the one or more service center devices initiated the communication activity;

whether the one or more customer devices and the one or more service center devices received the communication activity;

the duration of the communication activity; and

the contents of the communication activity.

15. The non-transitory computer-readable medium of claim 13, wherein each communication activity is associated with the one or more tickets of the one or more service centers associated with the one or more customer devices and the one or more service center devices.

16. The non-transitory computer-readable medium of claim 15, wherein the software is further configured to:

identify one or more trends for each of the one or more tickets by monitoring changes in the communication activity to determine whether the sentiment score is changing over time for the communication activity between the one or more customer devices and the one or more service center devices.

17. The non-transitory computer-readable medium of claim 13, wherein the software is further configured to:

block the one or more service center devices from electronically communicating via the communication channel to the one or more customers devices, if the sentiment score is below a predetermined threshold.

18. The non-transitory computer-readable medium of claim 13, wherein the software is further configured to display the sentiment score on a computer display associated with one or more service center computers.