SYSTEM AND METHOD OF SENTIMENT ACCURACY INDEXING FOR CUSTOMER SERVICE

摘要

A method is provided for evaluating a customer generated communication about a customer device. Terms of a customer generated communication are received with respect to the customer's device. Through a sentiment analysis engine, a sentiment expressed through the customer generated communication is determined. The sentiment has a sentiment strength, positive or negative. Through a parsing engine, an issue is extracted with respect to the device as expressed through the terms of the customer generated communication. A device profile of the device is retrieved, which has device parameters. Relevant device parameters to the extracted issue are determined, and these are forwarded to a rules engine. Through the rules engine, the extent to which the extracted issue is factually justified is verified. The extent of factual justification is correlated with the sentiment strength to arrive at a sentiment accuracy index.

主权项

1. A method for evaluating a customer generated communication about a customer device, comprising:
receiving terms of a customer generated communication with respect to the customer's device; through a sentiment analysis engine, determining a sentiment expressed through the customer generated communication, the sentiment having a sentiment strength, positive or negative; through a parsing engine, extracting an issue with respect to the device as expressed through the terms of the customer generated communication; retrieving a device profile of the device, the profile having device parameters; determining relevant device parameters to the extracted issue, and forwarding these to a rules engine; through the rules engine, verifying the extent to which the extracted issue is factually justified; and correlating the extent of factual justification with the sentiment strength to arrive at a sentiment accuracy index.