| CPC G06F 40/35 (2020.01) [G06F 40/205 (2020.01); G06F 40/295 (2020.01); G10L 17/00 (2013.01)] | 13 Claims |
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1. A disposition analysis system comprising:
a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
receiving text of a connected contact interaction;
determining, by a natural language processor, a lexeme, a sentiment, entities, and key phrases from the text;
training a neural network to assign a contact disposition to the connected contact interaction by providing training data comprising transcripts classified as having a callback disposition, a do-not-call disposition, and a positive with payment amount to be paid by a customer disposition;
assigning, by the trained neural network, the contact disposition to the connected contact interaction based on the text, the lexeme, the sentiment, the entities, and the key phrases;
generating a disposition response to the connected contact interaction based on the assigned contact disposition, wherein:
the disposition response comprises scheduling a callback to the customer for a specific date and time, and
obtaining the specific date and time from the entities and the key phrases from the text of the connected contact interaction; and
presenting the generated disposition response to a user,
wherein the lexeme comprises a base or root of a word or series of words.
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