Patent ID: 11922444
Assignee: FMR LLC
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 18:
19. A non-transitory computer readable medium having software encoded thereon, the software when executed by one or more computing devices operable to:
obtain a plurality of user profiles for a plurality of different users, wherein each of the plurality of user profiles includes user metadata for a different user;
generate a plurality of clusters, wherein each of the plurality of clusters includes a subset of user profiles for a subset of users, wherein the subset of user profiles includes related user metadata;
generate an emotion profile for each of the plurality of clusters, wherein each emotion profile is generated utilizing voice of customer (VoC) data from the subset of users with a pretrained language model;
receive new VoC data and new user metadata for a new user;
identify a selected cluster, of the plurality of clusters, based on a determination that the new user metadata for the new user correlates to selected metadata of a selected subset of user profiles for the selected cluster;
determine, in response to identifying the selected cluster, at least one deviation between attributes of the new VOC data for the new user and a selected emotion profile of the selected cluster; and
determine an action within a set of predetermined actions, wherein the action is determined based on the at least one deviation.