MACHINE LEARNING FROM TONE ANALYSIS IN ONLINE CUSTOMER SERVICE

Patent №

US 10,650,097

Granted

2020-05-12

Filed 2018

Owner

INTERNATIONAL BUSINESS MACHINES CORPORATION

AI components

4

ml · nlp · speech · hardware

Assignment

Recorded

Dataset

AIPD

2023_r1 edition

Application

16144969

One embodiment provides a method that includes crawling a network for raw data. Emotion metrics are refined for the raw data. Labels for the raw data using refined emotion metrics are received. Factor analysis is performed for labeled data to obtain emotional tone factors. Adjusted labeled data are received based on the emotional tone factors. Words are analyzed using a tone model using the emotional tone factors and integrating the adjusted labeled data. Representative words for each emotional tone factor are provided based on using the tone model.

Machine learningNatural languageSpeechAI hardwareG06F 40/289G06F 16/951G06F 40/205G06F 40/30G06N 7/01G06N 20/00

AI classification

Natural language1.00
Machine learning1.00
Speech1.00
AI hardware0.96
Knowledge representation0.33
Evolutionary computation0.00
Vision0.00
Planning0.00

Ownership

INTERNATIONAL BUSINESS MACHINES CORPORATION

assignment · 471590283

Assignors

YIN, PEIFENG, LIU, ZHE, XU, ANBANG, NAKAMURA, TAIGA

On an employer assignment, the assignors are typically the inventors.

From the same owner

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