MEASURING THE EFFECTIVENESS OF INDIVIDUAL CUSTOMER REPRESENTATIVE RESPONSES IN HISTORICAL CHAT TRANSCRIPTS
Patent №
US 11,210,677
Granted
2021-12-28
Filed 2019
Owner
INTERNATIONAL BUSINESS MACHINES CORPORATION
Lab
AI components
5
ml · nlp · speech · kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
16452819
A method, computer system, and a computer program product for response effectiveness is provided. The present invention may include receiving a chat transcript. The present invention may include separating the chat transcript into a set of triplets, the set including two or more triplets. The present invention may include tagging each triplet in the set of triplets with one or more tags, wherein the one or more tags includes an intent, an entity, and a sentiment. The present invention may include generating at least one multi-dimensional success vector. The present invention may include aggregating the generated multi-dimensional success vectors to determine an overall satisfaction.
AI classification
Ownership
INTERNATIONAL BUSINESS MACHINES CORPORATION
assignment · 495910979
Assignors
JONES, STEVEN WARE, JAUHARI, ARJUN, MALLETTE, JENNIFER A., SALVE, VIVEK
On an employer assignment, the assignors are typically the inventors.