公开(公告)号：US20210005217A1

公开(公告)日：2021-01-07

申请号：US16458370

申请日：2019-07-01

Applicant: Avaya Inc.

Inventor： Pushkar Yashavant Deole ,  Sandesh Chopdekar ,  Navin Daga

IPC: G10L25/63 ,  H04M3/22 ,  H04M3/428

Abstract: Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.