Patent ID: 11900063
Assignee: PRESS GANEY ASSOCIATES, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 18:
19. One or more non-transitory computer-readable storage media comprising a plurality of instructions stored thereon that, in response to being executed, cause a server to:
receive a plurality of communications, wherein each of the plurality of communications comprises comment data, wherein the comment data comprises structured or unstructured data;
parse the comment data from each of the plurality of communications for individual phrases to generate a plurality of phrases in response to receiving the plurality of communications;
predict one or more annotations for each of the plurality of phrases based upon a machine learning score in response to parsing the comment data, wherein each of the one or more annotations comprises a sentiment of the corresponding phrase and a primary tag indicative of a subject matter of the corresponding phrase, other than sentiment;
determine whether a certainty associated with the one or more annotations is less than a predetermined threshold based on the machine learning score; and
predict the one or more annotations for the plurality of phrases based upon a reference score in response to determining that the certainty is less than the predetermined threshold.