公开(公告)号：US20230206255A1

公开(公告)日：2023-06-29

申请号：US17646142

申请日：2021-12-27

Applicant: Google LLC

Inventor： Rui Zhong ,  Xu Gao ,  Colleen Conway Walsh ,  Aditya Padala ,  Hirak Mondal ,  Dayu Yuan ,  Ngoc Thuy Le ,  Zi Yang ,  Pradhat Kiran Bharathidhasan ,  Sarath Balasubramaniam Ramachandran

IPC: G06Q30/02 ,  G06F40/30 ,  G06N20/00

CPC classification number: G06Q30/0201 ,  G06F40/30 ,  G06N20/00

Abstract: A method for predicting a customer trust target metric includes receiving, from a business, a customer trust target metric definition defining a customer trust target metric customized by the business. The method also includes obtaining sentiment data representative of one or more interactions between a customer and the business. The sentiment data includes textual feedback data and non-textual metadata. The method also includes determining, using a natural language processing model, a sentiment score of the sentiment data. Further, the method includes predicting, using the sentiment score and the customer trust target metric definition, a respective customer trust target metric for a respective one of the one or more interactions between the customer and the business. The method also includes sending, to the business, the predicted respective customer trust target metric.