公开(公告)号：US20220005052A1

公开(公告)日：2022-01-06

申请号：US17481094

申请日：2021-09-21

Applicant: NICE Ltd.

Inventor： Steven Richard ARNOLD ,  Katie Truong ,  Robert William Morris

IPC: G06Q30/00 ,  G06N20/10 ,  H04M3/493 ,  H04M3/523 ,  H04M11/10 ,  G10L15/16 ,  H04M3/51

Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

公开(公告)号：US20230252486A1

公开(公告)日：2023-08-10

申请号：US18302940

申请日：2023-04-19

Applicant: Nice Ltd.

Inventor： Steven Richard ARNOLD ,  Katie TRUONG ,  Robert William MORRIS

IPC: G06Q30/016 ,  G06N20/10 ,  H04M3/493 ,  H04M3/523 ,  H04M11/10 ,  G10L15/16 ,  H04M3/51

CPC classification number: G06Q30/016 ,  G06N20/10 ,  H04M3/4936 ,  H04M3/4938 ,  H04M3/5235 ,  H04M11/10 ,  G10L15/16 ,  H04M3/5175

Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

公开(公告)号：US20210158366A1

公开(公告)日：2021-05-27

申请号：US16693411

申请日：2019-11-25

Applicant: Nice Ltd.

Inventor： Steven Richard ARNOLD ,  Katie TRUONG ,  Robert William MORRIS

IPC: G06Q30/00 ,  G06N20/10 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M11/10 ,  G10L15/16

Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.