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

Claim 0:
1. A method for processing and actionizing experience data, the method comprising:
receiving, by a server, a plurality of communications, wherein each of the plurality of communications comprises comment data, wherein the comment data comprises structured or unstructured data;
parsing, by the server, 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;
predicting, by the server with a natural language processing (NLP) engine, 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
determining, by the server, whether a certainty associated with the one or more annotations is less than a predetermined threshold based on the machine learning score; and
predicting, by the server, 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.