Using graphical text analysis to facilitate communication between customers and customer service representatives

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United States of America Patent

PATENT NO 9531875
APP PUB NO 20160269554A1
SERIAL NO

14645659

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Abstract

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Embodiments relate to facilitating communications between customers and customer service representatives. A method for facilitating communications between customers and customer service representatives is provided. The method generates a graph of expressions of a customer. The method generates a graph of expressions of each customer service representative of a plurality of customer service representatives. The method performs a graphical text analysis on the graph for the customer to identify an interaction style of the customer. The method performs a graphical text analysis on the graph for each customer service representative to identify an interaction style of the customer service representative. The method selects a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction styles of the plurality of the customer service representative. The method starts a communication between the customer and the selected customer service representative.

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Patent Owner(s)

  • INTERNATIONAL BUSINESS MACHINES CORPORATION

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Cecchi, Guillermo A New York, US 32 305
Kozloski, James R New Fairfield, US 471 5475
Pickover, Clifford A Yorktown Heights, US 921 16287
Rish, Irina Rye Brook, US 69 931
Royyuru, Ajay K Yorktown Heights, US 39 359

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