US Patent Application 17736412. SYSTEM FOR AUGMENTED INTELLIGENCE FOR SENTIMENT ANALYSIS IN A VIRTUAL AGENT simplified abstract

SYSTEM FOR AUGMENTED INTELLIGENCE FOR SENTIMENT ANALYSIS IN A VIRTUAL AGENT

Organization Name

AT&T Intellectual Property I, L.P.

Inventor(s)

Wen-Ling Hsu of Bridgewater NJ (US)

Zhengyi Zhou of Chappaqua NY (US)

Eric Zavesky of Austin TX (US)

Hasanathullah Inayathullah Mohammed of Irving TX (US)

Jing Guo of Olney MD (US)

Nishant Bhadauria of Dehradun (IN)

Amarendra Mahapatra of Bangalore (IN)

Nancy Herrero of Atlanta GA (US)

Sarah Green of Richardson TX (US)

SYSTEM FOR AUGMENTED INTELLIGENCE FOR SENTIMENT ANALYSIS IN A VIRTUAL AGENT - A simplified explanation of the abstract

This abstract first appeared for US patent application 17736412 titled 'SYSTEM FOR AUGMENTED INTELLIGENCE FOR SENTIMENT ANALYSIS IN A VIRTUAL AGENT

Simplified Explanation

The patent application describes a system that analyzes customer messages to determine their issue and sentiment, and generates a response to address the issue based on the sentiment. The system then delivers the response to the customer's equipment and monitors their reaction to determine any change in sentiment. It generates an additional response based on the change in sentiment to further engage with the customer.

• Analyzes customer messages to determine issue and sentiment
• Generates response to address the issue based on sentiment
• Delivers response to customer's equipment
• Monitors customer reaction to determine change in sentiment
• Generates additional response based on change in sentiment
• Aims to improve customer care and engagement

Original Abstract Submitted

Aspects of the subject disclosure may include, for example, analyzing, by a processing system, a customer message to determine a customer care issue and a customer sentiment, and generating a response to engage with the customer based on the customer sentiment; the response includes the information to address the customer care issue. The system also delivers the response to the equipment of the customer; monitors for a customer reaction to the delivered response to determine a change in the customer sentiment; and generates an additional response to further engage with the customer based on the change in the customer sentiment. Other embodiments are disclosed.