{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11258901","patent":{"patent_number":"US-11258901","title":"Artificial intelligence driven sentiment analysis during on-hold call state in contact center","assignee":null,"inventors":[],"filing_date":"2019-07-01T00:00:00.000Z","publication_date":"2022-02-22T00:00:00.000Z","cpc_codes":["H04M","G06F","G10L","G10L","H04M","H04M","H04M","G10L","H04M","H04M"],"num_claims":13,"abstract":"Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Artificial intelligence driven sentiment analysis during on-hold call state in contact center","description":"Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recogni","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11258901","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11258901","citation_suggestion":"Patentable. \"Artificial intelligence driven sentiment analysis during on-hold call state in contact center\" (US-11258901). https://patentable.app/patents/US-11258901","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11258901","json":"https://patentable.app/api/llm-context/US-11258901","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-30T08:27:57.193Z"}