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

Claim 0:
1. A method for emotion profile prediction using Voice of Customer (VoC) data, the method comprising:
obtaining 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;
forming a plurality of clusters by a processor of a computing device, wherein each of the plurality of clusters includes a subset of user profiles for a subset of users, wherein formatting the plurality of clusters is based on a determination that the subset of user profiles includes related user metadata;
generating, by the processor, an emotion profile for each of the plurality of clusters, wherein each emotion profile is generated utilizing the VoC data f rom the subset of users with a pretrained language model;
receiving, by the processor, new VoC data and new user metadata for a new user; identifying 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;
determining, by the processor and 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.