METHODS AND APPARATUS FOR DETERMINING OUTCOMES OF ON-LINE CONVERSATIONS AND SIMILAR DISCOURSES THROUGH ANALYSIS OF EXPRESSIONS OF SENTIMENT DURING THE CONVERSATIONS

• US 20130325992A1
• Filed: 08/10/2013
• Published: 12/05/2013
• Est. Priority Date: 08/05/2010
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Solariat, Inc. (Genesys Cloud Services Incorporated)
• Inventors: McGann, Conor, Orshansky, Mariya
• Application Number:
  US13/964,073
• Publication Number:
  US 20130325992A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services

Abstract

Systems and methods for automatically analyzing on-line conversations or similar discourses among individuals and determining through such analyses outcomes of the conversations as evidenced, for example, by expressions of sentiment during the conversation. Sentiments are derived from analyses of intentions of a user as expressed in an on-line conversation or other user generated content (UGC). These intentions are identified and subsequently acted upon, for example by making others aware of the conversation and suggesting possible responses to the UGC. The intention signals derived from the UGC may also be used to fashion or update a user profile or inform a broader view of the individual associated with the UGC.

Claims

1. A computer-implemented method, comprising analyzing, by a matching and decision engine, a text-based form of a conversation carried on between at least two participants, the conversation being characterized by posts from each participant, to extract an intention type and intention topic of utterances contained within one or more of the posts;

on the basis of the intention type and intention topic, inferring sentiment of each post; and

, on the basis of sentiments inferred for multiple ones of the posts, determining an outcome of the conversation.

2. The method of claim 1, wherein at least some of the posts comprise user generated content (UGC) presented via a network-enabled platform.

3. The method of claim 2 wherein candidate creatives for responsive posts during the conversation are suggested based upon assessments of the intention type and intention topic from the UGC.

4. The method of claim 1, wherein those conversations determined to originate with posts comprising actionable intentions are selected for responses.

5. The method of claim 4, wherein if a response to an actionable post is not recognized within a predetermined time period, the conversation is determined to be a missed opportunity.

6. The method of claim 4, wherein if a problem recognized from an actionable post is not deemed to be resolved during the conversation, the conversation is determined to have a negative outcome.

7. The method of claim 4, wherein if a problem recognized from an actionable post is deemed to be resolved during the conversation, the conversation is determined to have a positive outcome.

8. The method of claim 4, wherein sentiments determined with respect to prior posts during the conversation are updated on the basis of information determined from analysis of later posts during the conversation.

9. The method of claim 1, wherein the conversation is modeled on the basis of business rules that define transition states within the model, the states being associated with a party having the initiative in the conversation.

10. The method of claim 1, wherein sentiments derived from analyses of intentions in the posts comprising the conversation are used to update a user profile.

11. A computer-implemented method, comprising determining an outcome of a conversation by analyzing one or more text-based representations of at least portions of posts by participants in the conversation and, based thereon, inferring positive or negative affinity for a brand associated with the conversation.

12. The method of claim 11, wherein at least some of the posts comprise user generated content (UGC) presented via a network-enabled platform.

13. The method of claim 12 wherein at least some of the posts comprise candidate creatives suggested based upon assessments of intention type and intention topic derived from the UGC.

14. The method of claim 11, wherein only those conversations determined to originate with posts comprising actionable intentions are selected for responses.

15. The method of claim 14, wherein actionability of a subject post is determined on the basis of the subject post, a tokenized representation of the subject post and a determined intention topic of the subject post.

16. The method of claim 13, wherein candidate creative are selected according to a determined relevance thereof, said relevance assessed on the basis of a determined intention topic of a subject post and a determined intention type of the subject post.