COMMUNICATION MONITORING BASED ON SENTIMENT

• Main Authors: Johnson Andrew, Xu Fenglian, Baldwin Timothy J, Johnson Peter J
• Format: Patent
• Language: English
• Published: 23.02.2017
• Subjects: CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRIC DIGITAL DATA PROCESSING; ELECTRICITY; PHYSICS; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

Method and system are provided for communication monitoring based on sentiment. The method includes: monitoring a new communication prior to sending created by a sender to a recipient, wherein the new communication includes text input by the sender; and analyzing the text of the new communication using sentiment analysis and determining a sentiment score on a scale between negative sentiment and positive sentiment. In response to the sentiment score for the text of the new communication being on the negative side of a predefined threshold on the scale, referencing an overall relationship score based on past communications between the sender and the recipient. In response to the overall relationship score being on the negative side of a predefined threshold, holding a transmission of the new communication for further review.