INTERACTIVE DASHBOARD BASED ON REAL-TIME SENTIMENT ANALYSIS FOR SYNCHRONOUS COMMUNICATION

• US 20140188459A1
• Filed: 03/13/2013
• Published: 07/03/2014
• Est. Priority Date: 12/27/2012
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Fink, Patrick W., McNeil, Kristin E., Parker, Philip E., Werts, David B.
• Granted Patent: US 9,460,083 B2
• Time in Patent Office: Days
• US Class Current: 704/9
• CPC Class Codes: G06F 40/30 Semantic analysis

Abstract

Provided is a technique for providing an interactive dashboard based on real-time sentiment analysis for synchronous communication. In real time, while monitoring communications between a first user and a second user, a cumulative sentiment score is generated representing a sentiment of the first user during a period of time and an instantaneous sentiment score representing a sentiment of the first user at a current time. In real time, an interactive dashboard is displayed with a visual representation for the first user having a first indicator representing the cumulative sentiment score and a second indicator representing the instantaneous sentiment score.

Claims

1. A method, comprising:

in real time, using a processor of a computer, while monitoring communications between a first user and a second user, generating a cumulative sentiment score representing a sentiment of the first user during a period of time and an instantaneous sentiment score representing a sentiment of the first user at a current time; and

displaying, in real time, an interactive dashboard with a visual representation for the first user having a first indicator representing the cumulative sentiment score and a second indicator representing the instantaneous sentiment score.

2. The method of claim 1, wherein the cumulative sentiment score represents a different sentiment than the instantaneous sentiment score.

3. The method of claim 1, further comprising:

generating a cumulative sentiment score representing a sentiment of the second user during a period of time and an instantaneous sentiment score representing a sentiment of the second user at a current time; and

displaying the interactive dashboard with a visual representation for the second user having a third indicator representing the cumulative sentiment score and a fourth indicator representing the instantaneous sentiment score.

4. The method of claim 1, further comprising:

in response to receiving selection of the visual representation for the first user, displaying options to enable reviewing a communication, listening to an on-going communication, and joining the on-going communication.

5. The method of claim 4, further comprising:

in response to receiving selection for reviewing the communication, displaying a report in which particular phrases representing the sentiment are highlighted.

6. The method of claim 1, wherein the visual representation for the first user is a circular gauge, wherein the first indicator is a needle in the circular gauge, wherein the second indicator is a bar displayed below the circular gauge, and wherein a background pattern of the circular gauge indicates another representation of the cumulative sentiment.

7. The method of claim 1, wherein the visual representation is an equalizer, wherein the first indicator is a line, wherein the second indicator is a bar, and wherein a background pattern of the equalizer indicates another representation of the cumulative sentiment.

8. The method of claim 1, wherein a Software as a Service (SaaS) is provided to perform the method.

9. A computer program product, the computer program product comprising:

a computer readable storage medium having computer readable program code embodied therewith, the computer readable program code, executable by at least one processor of a computer, is configured to perform;

in real time while monitoring communications between a first user and a second user, generating a cumulative sentiment score representing a sentiment of the first user during a period of time and an instantaneous sentiment score representing a sentiment of the first user at a current time; and

displaying, in real time, an interactive dashboard with a visual representation for the first user having a first indicator representing the cumulative sentiment score and a second indicator representing the instantaneous sentiment score.

10. The computer program product of claim 9, wherein the cumulative sentiment score represents a different sentiment than the instantaneous sentiment score.

11. The computer program product of claim 9, wherein the computer readable program code, executable by the at least one processor of the computer, is configured to perform:

generating a cumulative sentiment score representing a sentiment of the second user during a period of time and an instantaneous sentiment score representing a sentiment of the second user at a current time; and

displaying the interactive dashboard with a visual representation for the second user having a third indicator representing the cumulative sentiment score and a fourth indicator representing the instantaneous sentiment score.

12. The computer program product of claim 9, wherein the computer readable program code, executable by the at least one processor of the computer, is configured to perform:

in response to receiving selection of the visual representation for the first user, displaying options to enable reviewing a communication, listening to an on-going communication, and joining the on-going communication.

13. The computer program product of claim 12, wherein the computer readable program code, executable by the at least one processor of the computer, is configured to perform:

in response to receiving selection for reviewing the communication, displaying a report in which particular phrases representing the sentiment are highlighted.

14. The computer program product of claim 9, wherein a Software as a Service (SaaS) is configured to perform the computer program product operations.

15. A computer system, comprising:

a processor; and

a storage device connected to the processor, wherein the storage device has stored thereon a program, wherein the processor is configured to execute instructions of the program to perform operations, and wherein the operations comprise;

in real time while monitoring communications between a first user and a second user, generating a cumulative sentiment score representing a sentiment of the first user during a period of time and an instantaneous sentiment score representing a sentiment of the first user at a current time; and

displaying, in real time, an interactive dashboard with a visual representation for the first user having a first indicator representing the cumulative sentiment score and a second indicator representing the instantaneous sentiment score.

16. The computer system of claim 15, wherein the cumulative sentiment score represents a different sentiment than the instantaneous sentiment score.

17. The computer system of claim 15, wherein the operations further comprise:

generating a cumulative sentiment score representing a sentiment of the second user during a period of time and an instantaneous sentiment score representing a sentiment of the second user at a current time; and

displaying the interactive dashboard with a visual representation for the second user having a third indicator representing the cumulative sentiment score and a fourth indicator representing the instantaneous sentiment score.

18. The computer system of claim 15, wherein the operations further comprise:

in response to receiving selection of the visual representation for the first user, displaying options to enable reviewing a communication, listening to an on-going communication, and joining the on-going communication.

19. The computer system of claim 18, wherein the operations further comprise:

in response to receiving selection for reviewing the communication, displaying a report in which particular phrases representing the sentiment are highlighted.

20. The computer system of claim 15, wherein a Software as a Service (SaaS) is provided to perform the system operations.