US Patent Issued on Dec. 16 for "Generating data features from speech and sentiment analytics for enhanced predictive routing" (Irish Inventors)

ALEXANDRIA, Va., Dec. 16 -- United States Patent no. 12,499,872, issued on Dec. 16.

"Generating data features from speech and sentiment analytics for enhanced predictive routing" was invented by Manan Kalra (Galway, Ireland), Emir Munoz (Galway, Ireland), Greg Toth (Galway, Ireland) and David Farrell (Galway, Ireland).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method for processing data for training a predictive routing model. The method includes receiving interaction data from previous interactions that includes audio data capturing a conversation and transcript data of the conversation. The method continues by performing speech analytics by processing the audio data to determine scores for speech metr...