公开(公告)号：US10992805B1

公开(公告)日：2021-04-27

申请号：US16752913

申请日：2020-01-27

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Eric Johnson ,  Preetam Pagar ,  Richard Mostaert ,  Mariya Bondareva

IPC: H04M3/51 ,  G06Q50/26 ,  G16H10/60 ,  G10L15/22 ,  G10L15/18 ,  G06K9/00 ,  G06Q10/06 ,  G06K9/72

Abstract: A device, system and method for modifying workflows based on call profile inconsistencies is provided. A device monitors a call, received from a caller reporting an incident. The device performs one or more sentiment analysis and semantic analysis on one or more of: video of the caller on call; audio of the caller on call; and transcribed text of the audio of the call. The device determines a profile for the call, from a plurality of predetermined profiles stored at a memory accessible to the device, the plurality of predetermined profiles previously generated from historical data. In response to determining an inconsistency between the profile for the call and one or more of the sentiment analysis and the semantic analysis, the device determines a modified workflow for handling the call. The device provides, at a notification device, the modified workflow for handling the call reporting the incident.