公开(公告)号：WO2003032190A1

公开(公告)日：2003-04-17

申请号：PCT/US2002/032412

申请日：2002-10-09

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Douglas, K. ,  RICHTER, James, Neal ,  DURBIN, Stephen, D. ,  GIANFORTE, Greg

IPC: G06F17/20

CPC classification number: G06F17/271 ,  G06F17/2785 ,  G06Q10/107

Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence (308) to route or prioritize the information (105), to set the expectations of a customer support worker (115, 120, 125, 130), to flag those workers who are using inappropriate language with the customer, or determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected (224). The message is then given an emotional ranking (224) which is used to determine what future action is most appropriate for the correspondence.

Abstract translation: 一种用于确定用于路由或优先化信息（105）的电子通信（308）的情感内容的系统，方法和计算机程序产品，以设置客户支持工作者（115,120,125,130）的期望， 将与客户使用不当语言的工作人员进行标记，或者确定发送信件的另一个最佳方法。 在优选实施例中，客户通过电子邮件向公司发送电子通信。 检测到每个句子中充满情感的单词或符号（224）。 然后，该消息被给予情绪排序（224），其用于确定将来的行动最适合于对应。