- 专利标题： System and method for monitoring and visualizing emotions in call center dialogs at call centers
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申请号： US16531514申请日： 2019-08-05
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公开(公告)号： US10805464B2公开(公告)日： 2020-10-13
- 发明人: Thomas G. Zimmerman
- 申请人： International Business Machines Corporation
- 申请人地址： US NY Armonk
- 专利权人： International Business Machines Corporation
- 当前专利权人： International Business Machines Corporation
- 当前专利权人地址： US NY Armonk
- 代理机构： Terrile, Cannatti & Chambers, LLP
- 代理商 Michael Rocco Cannatti
- 主分类号： H04M3/51
- IPC分类号： H04M3/51 ; G10L25/63 ; G06T11/20 ; G10L21/10 ; G10L15/18 ; G10L15/26 ; G10L15/08
摘要：
A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
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