Method for routing electronic correspondence based on the...

Details Method for routing electronic correspondence based on the... Method for routing electronic correspondence based on the...

2007-10-30

2007-10-30

Dorvil, Richemond (Department: 2626)

Data processing: speech signal processing, linguistics, language

Linguistics

Natural language

Reexamination Certificate

active

10266180

ABSTRACT:
A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to 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. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.

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