公开(公告)号：US11822888B2

公开(公告)日：2023-11-21

申请号：US16546941

申请日：2019-08-21

Applicant: Verint Americas Inc.

Inventor： Ian Beaver ,  Cynthia Freeman ,  Andrew T. Pham

IPC: G06F40/30 ,  G06F40/274 ,  G06F3/04817 ,  G06F3/0482 ,  H04L67/131 ,  H04L67/1001 ,  G10L15/22 ,  G06F16/903 ,  G10L15/30 ,  G10L15/32

CPC classification number: G06F40/30 ,  G06F3/0482 ,  G06F3/04817 ,  G06F40/274 ,  G10L15/22 ,  H04L67/1001 ,  H04L67/131 ,  G06F16/90335 ,  G10L15/30 ,  G10L15/32 ,  G10L2015/226

Abstract: Features, libraries, and techniques are provided herein for determining the kinds of relational language that are present. Applying audio, emojis, and sentiment shifts as features may be used to determine whether the customer is providing backstory, whether there is ranting, etc. Textual features may be considered, as well as audio features may be considered.