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

Claim 4:
5. The method of claim 1, wherein when generating the selected emotion profile for the selected cluster, the method further comprising:
collecting interaction metadata for the VoC data for a selected subset of users, wherein the selected subset of users is associated with the selected subset of user profiles included in the selected cluster;
segmenting the VoC data, for the selected subset of users, into one or more different lengths, wherein the segmenting generates a plurality of segments;
providing the plurality of segments and interaction metadata as input to the pretrained language model;
determining, by the pretrained language model, a segment-level emotion value for each segment of the plurality of segments to generate emotion detection results; and
extracting a plurality of key attributes based on an analysis of the emotion detection results.