公开(公告)号：US11302346B2

公开(公告)日：2022-04-12

申请号：US16776601

申请日：2020-01-30

Applicant: Nice Ltd.

Inventor： Jessica Perri ,  Amelie Stephan ,  Julia Laski ,  Mark Schmelzenbach ,  Sara Olson ,  Shaun Matthews

IPC: G10L25/63 ,  G10L15/06 ,  G10L15/183 ,  G10L15/22 ,  G06N20/00

Abstract: A computer based system and method for automatically detecting frustration in an interaction, may include: identifying in the interaction using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules further define weights associated with the natural language patterns and rule metadata; reviewing the rule metadata associated with the identified natural language patterns to identify override attributes, wherein if the rule metadata does not include override attributes, then a frustration level in the interaction is determined based on the identified natural language patterns and weights associated with the identified natural language patterns; and if the rule metadata includes override attributes than the frustration level is determined based on the identified override attributes.

公开(公告)号：US11900960B2

公开(公告)日：2024-02-13

申请号：US17674350

申请日：2022-02-17

Applicant: NICE Ltd.

Inventor： Jessica Perri ,  Amelie Stephan ,  Julia Laski ,  Mark Schmelzenbach ,  Sara Olson ,  Shaun Matthews

IPC: G10L25/63 ,  G06F16/683 ,  G10L15/06 ,  G10L15/183 ,  G10L15/22 ,  G06N20/00

CPC classification number: G10L25/63 ,  G10L15/063 ,  G10L15/183 ,  G10L15/22 ,  G06N20/00

Abstract: A computer based system and method for automatically detecting frustration in an interaction, may include: identifying in the interaction using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules further define weights associated with the natural language patterns and rule metadata; reviewing the rule metadata associated with the identified natural language patterns to identify override attributes, wherein if the rule metadata does not include override attributes, then a frustration level in the interaction is determined based on the identified natural language patterns and weights associated with the identified natural language patterns; and if the rule metadata includes override attributes than the frustration level is determined based on the identified override attributes.