Invention Grant
- Patent Title: Systems and methods for automatically determining culture-based behavior in customer service interactions
- Patent Title (中): 在客户服务互动中自动确定文化行为的系统和方法
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Application No.: US13572215Application Date: 2012-08-10
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Publication No.: US08478594B2Publication Date: 2013-07-02
- Inventor: Osamuyimen T. Stewart , David M. Lubensky , Joyram Chakraborty
- Applicant: Osamuyimen T. Stewart , David M. Lubensky , Joyram Chakraborty
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agency: Tutunjian & Bitetto, P.C.
- Agent Anne V. Dougherty
- Main IPC: G10L15/00
- IPC: G10L15/00
Abstract:
Systems and methods are provided to automatically determine culture-based behavioral tendencies and preferences of individuals in the context of customer service interactions. For example, systems and methods are provided to process natural language dialog input of an individual to detect linguistic features indicative of individualistic and collectivistic behavioral tendencies and predict whether such individual will be cooperative or uncooperative with automated customer service.
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