Patent ID: 11886824
Assignee: OPTUM TECHNOLOGY, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 8:
9. A computing system comprising one or more processors and a memory including a computer program code, the memory and the computer program code configured to, with the one or more processors, cause the computing system to:
identify a conversation block within a conversation data object;
identify an initial sentiment score for the conversation block;
identify a subjectivity probability value for the conversation block that describes an inferred likelihood that the conversation block is characterized by one or more subjective sentiments;
generate, using a stage-wise penalty factor determination model, a stage-wise penalty factor for the conversation block that describes a stage-aware sentiment score for the conversation block based at least in part on a related conversation stage of a plurality of conversation stages associated with the conversation data object;
generate, based at least in part on the initial sentiment score, the subjectivity probability value, and the stage-wise penalty factor, a regularized sentiment score for the conversation block; and
cause one or more actions to be performed based at least in part on the regularized sentiment score.