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公开(公告)号：US20210201897A1
公开(公告)日：2021-07-01
申请号：US16731542
申请日：2019-12-31
Applicant: Avaya Inc.
Inventor： Piyush Mital , Nikita Kotak , Asmita Gokhale , Robert E. Braudes
Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.
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公开(公告)号：US11264012B2
公开(公告)日：2022-03-01
申请号：US16731542
申请日：2019-12-31
Applicant: Avaya Inc.
Inventor： Piyush Mital , Nikita Kotak , Asmita Gokhale , Robert E. Braudes
IPC: G10L15/00 , G10L15/26 , G10L15/18 , H04L51/00 , G10L15/22 , G06K9/00 , G10L25/63 , H04L41/0806 , H04L41/12
Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.
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