US 11,704,496 B2
Analysis of a topic in a communication relative to a characteristic of the communication
Abdelkadar M'Hamed Benkreira, Washington, DC (US); Joshua Edwards, Philadelphia, PA (US); and Michael Mossoba, Arlington, VA (US)
Assigned to Capital One Services, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Sep. 18, 2020, as Appl. No. 16/948,445.
Application 16/948,445 is a continuation of application No. 16/711,714, filed on Dec. 12, 2019, granted, now 10,783,878.
Application 16/711,714 is a continuation of application No. 16/454,428, filed on Jun. 27, 2019, granted, now 10,515,630, issued on Dec. 24, 2019.
Application 16/454,428 is a continuation of application No. 16/269,373, filed on Feb. 6, 2019, granted, now 10,395,648, issued on Aug. 27, 2019.
Prior Publication US 2021/0005188 A1, Jan. 7, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G10L 15/18 (2013.01); G10L 15/06 (2013.01); G06K 9/62 (2022.01); G06N 20/00 (2019.01); G06F 40/30 (2020.01); G06F 18/21 (2023.01)
CPC G06F 40/30 (2020.01) [G06F 18/2178 (2023.01); G06N 20/00 (2019.01); G10L 15/063 (2013.01); G10L 15/1815 (2013.01); G10L 15/1822 (2013.01); G10L 2015/0635 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, by a device, data associated with a communication between a user and a service representative;
tracking, by the device, during the communication, and using a sentiment analysis model, a level of satisfaction of the user with respect to the communication;
determining, by the device and based on tracking the level of satisfaction of the user, a representative rating for the service representative,
the representative rating being based on a change in a measure of user sentiment during the communication;
redirecting, by the device and based on comparing the representative rating to another representative rating, the communication from the representative to a different representative associated with the other representative rating; and
determining, by the device, a gain value and an average cost value associated with enabling the communication based on computing resources and network resources associated with the communication,
wherein the average cost value is determined based on:
costs associated with powering or supporting hardware for the communication, and
costs associated with routing the communication, and
wherein the gain value is determined based on an amount of revenue associated with a topic associated with the communication.