Analysis of the temporal evolution of emotions in an audio interaction in a service delivery environment
First Claim
Patent Images
1. A method for analyzing an audio interaction, the method comprising:
- identifying, by a computer, a change in an emotion of a speaker in an audio interaction;
identifying, by the computer, aspects of the audio interaction;
analyzing, by the computer, the change in the emotion of the speaker in conjunction with the aspects of the audio interaction;
determining, by the computer, a relationship between the change in the emotion of the speaker and the aspects of the audio interaction based on the computer analyzing the change in the emotion of the speaker in conjunction with the aspects;
identifying, by the computer, an emotion-influencing aspect of the audio interaction that caused the change in the emotion of the speaker based on the computer determining the relationship between the change in the emotion of the speaker and the aspects of the audio interaction; and
providing, by the computer, the emotion-influencing aspect identified in the audio interaction that caused the change in the emotion of the speaker.
1 Assignment
0 Petitions
Accused Products
Abstract
Analyzing an audio interaction is provided. At least one change in an emotion of a speaker in an audio interaction and at least one aspect of the audio interaction are identified. The at least one change in an emotion is analyzed in conjunction with the at least one aspect to determine a relationship between the at least one change in an emotion and the at least one aspect, and a result of the analysis is provided.
-
Citations
19 Claims
-
1. A method for analyzing an audio interaction, the method comprising:
-
identifying, by a computer, a change in an emotion of a speaker in an audio interaction; identifying, by the computer, aspects of the audio interaction; analyzing, by the computer, the change in the emotion of the speaker in conjunction with the aspects of the audio interaction; determining, by the computer, a relationship between the change in the emotion of the speaker and the aspects of the audio interaction based on the computer analyzing the change in the emotion of the speaker in conjunction with the aspects; identifying, by the computer, an emotion-influencing aspect of the audio interaction that caused the change in the emotion of the speaker based on the computer determining the relationship between the change in the emotion of the speaker and the aspects of the audio interaction; and providing, by the computer, the emotion-influencing aspect identified in the audio interaction that caused the change in the emotion of the speaker. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. A computer program product stored in a computer readable storage device having computer usable program code embodied therein that is executable by a computer for analyzing an audio interaction, the computer program product comprising:
-
computer usable program code for identifying a change in an emotion of a speaker in an audio interaction; computer usable program code for identifying aspects of the audio interaction; computer usable program code for analyzing the change in the emotion of the speaker in conjunction with the aspects of the audio interaction; computer usable program code for determining a relationship between the change in the emotion of the speaker and the aspects of the audio interaction based on the analyzing of the change in the emotion of the speaker in conjunction with the aspects; computer usable program code for identifying an emotion-influencing aspect of the audio interaction that caused the change in the emotion of the speaker based on the determining of the relationship between the change in the emotion of the speaker and the aspects of the audio interaction; and computer usable program code for providing the emotion-influencing aspect identified in the audio interaction that caused the change in the emotion of the speaker. - View Dependent Claims (10, 11, 12, 13, 14)
-
-
15. A computer system for analyzing an audio interaction, the computer system comprising:
-
a storage device storing instructions, and a processor for executing the instructions to; identify a change in an emotion of a speaker in an audio interaction; identify aspects of the audio interaction; analyze the change in the emotion of the speaker in conjunction with the aspects of the audio interaction; determine a relationship between the change in the emotion of the speaker and the aspects of the audio interaction based on analyzing the change in the emotion of the speaker in conjunction with the aspects; identify an emotion-influencing aspect of the audio interaction that caused the change in the emotion of the speaker based on determining the relationship between the change in the emotion of the speaker and the aspects of the audio interaction; and provide the emotion-influencing aspect identified in the audio interaction that caused the change in the emotion of the speaker. - View Dependent Claims (16, 17, 18, 19)
-
Specification