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

Claim 10:
11. A system for emotion profile prediction using Voice of Customer (VoC) data, the system comprising:
a processor coupled to a memory, the processor configured 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 generating the plurality of clusters is based on a determination that 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 the 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 f or the selected cluster;
determine, in response to identifying the selected cluster, at least one deviation between emotion attributes of the new VoC data and a selected emotion profile of the selected cluster; and
determining an action within a set of predetermined actions, wherein the action is determined based on the at least one deviation.