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SYSTEM AND METHOD OF SENTIMENT ACCURACY INDEXING FOR CUSTOMER SERVICE

  • US 20160335252A1
  • Filed: 05/11/2016
  • Published: 11/17/2016
  • Est. Priority Date: 05/12/2015
  • Status: Abandoned Application
First Claim
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1. A method for evaluating a customer generated communication about a customer device, comprising:

  • receiving terms of a customer generated communication with respect to the customer'"'"'s device;

    through a sentiment analysis engine, determining a sentiment expressed through the customer generated communication, the sentiment having a sentiment strength, positive or negative;

    through a parsing engine, extracting an issue with respect to the device as expressed through the terms of the customer generated communication;

    retrieving a device profile of the device, the profile having device parameters;

    determining relevant device parameters to the extracted issue, and forwarding these to a rules engine;

    through the rules engine, verifying the extent to which the extracted issue is factually justified; and

    correlating the extent of factual justification with the sentiment strength to arrive at a sentiment accuracy index.

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