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Method and System for Recommending Contacts in Real Time based on Current Sentiments of Contacts

IP.com Disclosure Number: IPCOM000244023D
Publication Date: 2015-Nov-05
Document File: 3 page(s) / 114K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system is disclosed for recommending contacts in real time based on current sentiments of contacts.

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This is the abbreviated version, containing approximately 51% of the total text.

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Method and System for Recommending Contacts in Real Time based on Current Sentiments of Contacts

When a person has a problem, there might be a pool of people who the user can contact at some point based on the level of expertise of people. The quality of responses of the people might be different throughout the day depending on sentiment status of each person at a particular time. For example, a call center where a specialist might have been handling a series of critical situations throughout the day. After a

given number of stressful calls, the specialist might not be in the best position to continue handling, non-stop calls, and responses of the specialist might not be as high quality as before. The sentiment status (mood) is a major factor in the speed and quality of response from a person.

Disclosed is a method and system for recommending contacts in real time based on current sentiments of contacts. The method and system provides a user with a preferred list of contacts that maximizes the chances for a timely and quality response based on sentiment status of the contacts at the time of the query.

The method and system monitors and assesses emotional status of members of a team to assign ranks. As the user prepares to contact a Subject Matter Expert (SME) in the team, the user is alerted with chances of a successful response from the SME. In addition, the user is also recommended with other members for the successful response. The recommended members list is refined and proposed to the user based on the emotional status and expertise defined in profiles of the members.

The figure illustrates a flowchart of an implementation of the method and system for recommending contacts in real time based on current sentiments of contacts.

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Figure

As illustrated in the figure, the method and system monitors emotional status of team members. An agent is installed on all devices of the team m...