Escalation detection using sentiment analysis
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United States of America Patent
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Jan 30, 2018
Grant Date -
Jan 25, 2018
app pub date -
Jul 21, 2016
filing date -
Jul 21, 2016
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Abstract
Systems and methods for escalation detection using sentiment analysis are disclosed. A computer-implemented method of the invention includes: determining, by a computer device, the occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing, by the computer device, the audio data for a change in tone over time; analyzing, by the computer device, the audio data for the presence of any negative tones; determining, by the computer device, whether the change in tone, the presence of any negative tones, or a combination of the change in tone and the presence of any negative tones, indicates an escalation during the interaction event to generate escalation data; and saving, by the computer device, the escalation data.
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