CUSTOMER SENTIMENT ANALYSIS USING RECORDED CONVERSATION
First Claim
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1. A system, comprising:
- one or more server devices to;
receive voice emotion information related to an audio recording,the audio recording containing a vocal utterance of a speaker, andthe voice emotion information indicating that the vocal utterance is spoken with negative or positive emotion;
associate the voice emotion information with attribute information related to the audio recording;
aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information;
generate a report based on the aggregated information and one or more report parameters; and
provide the report.
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Abstract
A system is configured to receive voice emotion information, related to an audio recording, indicating that a vocal utterance of a speaker is spoken with negative or positive emotion. The system is configured to associate the voice emotion information with attribute information related to the audio recording, and aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information. The system is configured to generate a report based on the aggregated information and one or more report parameters, and provide the report.
97 Citations
20 Claims
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1. A system, comprising:
one or more server devices to; receive voice emotion information related to an audio recording, the audio recording containing a vocal utterance of a speaker, and the voice emotion information indicating that the vocal utterance is spoken with negative or positive emotion; associate the voice emotion information with attribute information related to the audio recording; aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information; generate a report based on the aggregated information and one or more report parameters; and provide the report. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer-readable medium storing instructions, the instructions comprising:
a plurality of instructions that, when executed by one or more processors, cause the one or more processors to; receive voice emotion information related to an audio recording, the audio recording containing a vocal utterance of a speaker, and the voice emotion information indicating that the vocal utterance relates to a particular emotion; receive attribute information related to the audio recording; associate the voice emotion information with the attribute information; aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information; generate a report based on the aggregated information and one or more report parameters; and provide the report. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A method, comprising:
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receiving, by one or more processors, voice emotion information related to an audio recording, the audio recording containing a vocal utterance by a speaker, and the voice emotion information indicating that the vocal utterance is spoken with negative or positive emotion; associating, by one or more processors, the voice emotion information with attribute information, related to the speaker, within a data structure; aggregating, within the data structure, the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information; receiving, by one or more processors, one or more report parameters; generating, by one or more processors, a report based on the aggregated information and the one or more report parameters; and outputting, by one or more processors, the report for display. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification