Communication tone coach

Patent metadata

Field	Value
Publication number	US-2018268736-A1
Application number	US-201715810893-A
Country	US
Kind code	A1
Filing date	Nov 13, 2017
Priority date	Mar 15, 2017
Publication date	Sep 20, 2018
Grant date	—

Abstract

An approach is provided that provides a communication tone coach. The approach may obtain communication information regarding a communication between a first entity and a second entity while the communication may be ongoing. The communication may include an utterance. A tone associated with the utterance may be identified and may result in an identified tone. An outcome of the communication may be predicted using a machine learning based prediction module and the identified tone.

First claim

1 . A method comprising:
obtaining communication information regarding a communication between a first entity and a second entity while the communication is ongoing, wherein the communication includes an utterance; identifying a tone associated with the utterance, resulting in an identified tone; and predicting an outcome of the communication using a machine learning based prediction module and the identified tone, resulting in a predicted outcome.

2 . The method of claim 1 , further comprising:
annotating the communication information to associate the identified tone with the utterance.

3 . The method of claim 1 , further comprising:
identifying additional tones associated with additional utterances, resulting in additional identified tones; annotating the communication information to associate the additional identified tones with the additional utterances to indicate a tonal evolution of the communication; a determining whether the tonal evolution of the communication complies with known best-practice tonal patterns; and if it is determined that the tonal evolution of the communication fails to comply with known best-practice tonal patterns, flagging the communication.

4 . The method of claim 1 , further comprising:
determining whether the identified tone is inappropriate for a context of the communication; and if it is determined that the identified tone is inappropriate, flagging the communication.

5 . The method of claim 1 , further comprising:
determining whether the predicted outcome is considered a positive outcome; and if the predicted outcome fails to be considered a positive outcome, flagging the communication.

6 . The method of claim 1 , further comprising:
determining that the predicted outcome fails to be considered a positive outcome; flagging the communication; determining an intervention plan intended to improve the outcome of the communication; and providing the intervention plan.

7 . The method of claim 1 , further comprising:
provide training to improve a future communication.

Assignees

• IBM

Inventors

• Akkiraju Rama K
• Mahmud Jalal U
• Sinha Vibha S
• Zhang Mengdi

Classifications

• G06F40/30

  Semantic analysis · CPC title

• G06F40/253

  Grammatical analysis; Style critique · CPC title

• G09B5/06

  with both visual and audible presentation of the material to be studied · CPC title

• G06N20/00 Primary

  Machine learning · CPC title

• G09B19/00 Primary

  Teaching not covered by other main groups of this subclass (teaching or practice apparatus for gun-aiming or gun-laying F41G3/26) · CPC title