Computer-based escalation detection
Systems and methods for computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyz...
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| creator | Childress, Rhonda L McNair, Ryan D Eckert, Kim A |
| description | Systems and methods for computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyzing the audio data, an escalation during the interaction event to generate escalation data; saving the escalation data; partitioning each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event; assigning a sentiment score for each of the plurality of sections; and calculating an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score. |
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In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyzing the audio data, an escalation during the interaction event to generate escalation data; saving the escalation data; partitioning each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event; assigning a sentiment score for each of the plurality of sections; and calculating an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score.</description><language>eng</language><subject>ACOUSTICS ; MUSICAL INSTRUMENTS ; PHYSICS ; SPEECH ANALYSIS OR SYNTHESIS ; SPEECH OR AUDIO CODING OR DECODING ; SPEECH OR VOICE PROCESSING ; SPEECH RECOGNITION</subject><creationdate>2020</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20200225&DB=EPODOC&CC=US&NR=10573337B2$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,780,885,25563,76418</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20200225&DB=EPODOC&CC=US&NR=10573337B2$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>Childress, Rhonda L</creatorcontrib><creatorcontrib>McNair, Ryan D</creatorcontrib><creatorcontrib>Eckert, Kim A</creatorcontrib><title>Computer-based escalation detection</title><description>Systems and methods for computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyzing the audio data, an escalation during the interaction event to generate escalation data; saving the escalation data; partitioning each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event; assigning a sentiment score for each of the plurality of sections; and calculating an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score.</description><subject>ACOUSTICS</subject><subject>MUSICAL INSTRUMENTS</subject><subject>PHYSICS</subject><subject>SPEECH ANALYSIS OR SYNTHESIS</subject><subject>SPEECH OR AUDIO CODING OR DECODING</subject><subject>SPEECH OR VOICE PROCESSING</subject><subject>SPEECH RECOGNITION</subject><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2020</creationdate><recordtype>patent</recordtype><sourceid>EVB</sourceid><recordid>eNrjZFB2zs8tKC1JLdJNSixOTVFILU5OzEksyczPU0hJLUlNBrF4GFjTEnOKU3mhNDeDoptriLOHbmpBfnxqcUFicmpeakl8aLChgam5sbGxuZORMTFqAP9KJtU</recordid><startdate>20200225</startdate><enddate>20200225</enddate><creator>Childress, Rhonda L</creator><creator>McNair, Ryan D</creator><creator>Eckert, Kim A</creator><scope>EVB</scope></search><sort><creationdate>20200225</creationdate><title>Computer-based escalation detection</title><author>Childress, Rhonda L ; McNair, Ryan D ; Eckert, Kim A</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_US10573337B23</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2020</creationdate><topic>ACOUSTICS</topic><topic>MUSICAL INSTRUMENTS</topic><topic>PHYSICS</topic><topic>SPEECH ANALYSIS OR SYNTHESIS</topic><topic>SPEECH OR AUDIO CODING OR DECODING</topic><topic>SPEECH OR VOICE PROCESSING</topic><topic>SPEECH RECOGNITION</topic><toplevel>online_resources</toplevel><creatorcontrib>Childress, Rhonda L</creatorcontrib><creatorcontrib>McNair, Ryan D</creatorcontrib><creatorcontrib>Eckert, Kim A</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Childress, Rhonda L</au><au>McNair, Ryan D</au><au>Eckert, Kim A</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>Computer-based escalation detection</title><date>2020-02-25</date><risdate>2020</risdate><abstract>Systems and methods for computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first party and a second party within a recording including audio data; analyzing the audio data; determining, based on the analyzing the audio data, an escalation during the interaction event to generate escalation data; saving the escalation data; partitioning each interaction event into a plurality of sections, wherein a first section represents a start of the interaction event, and another section represents an end of the interaction event; assigning a sentiment score for each of the plurality of sections; and calculating an overall sentiment score for the interaction event by combining the sentiment scores for each of the plurality of sections, wherein the saved escalation data includes the overall sentiment score.</abstract><oa>free_for_read</oa></addata></record> |
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| subjects | ACOUSTICS MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION |
| title | Computer-based escalation detection |
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