Patents by Inventor Ryan P. DiCicco

Ryan P. DiCicco has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Multi-channel customer sentiment determination system and graphical user interface
    Patent number: 10860807
    Abstract: Techniques described herein are directed to a sentiment analysis engine for classifying and quantifying customer sentiments between a customer and an agent. The sentiment analysis engine includes a data acquisition engine configured to receive data from a plurality of different communication channels. A preprocessing engine of the sentiment analysis engine is configured to apply rule(s) that are configured to perform formatting and/or filtering operations on the received data and/or isolate customer-provided messages from agent-provided messages. A customization engine of the sentiment analysis engine is configured to perform channel-specific customizations on the received data, such as, but not limited to interpreting the data in a channel-specific manner A batch scoring engine of the sentiment analysis engine is configured to quantify customer sentiments in real-time (e.g.
    Type: Grant
    Filed: October 31, 2018
    Date of Patent: December 8, 2020
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Tachen C. Ni, Christian A. Gschwend, Himesh Shah, Reid Joseph Kuhn, Kang Su Gatlin, Ryan P. DiCicco, Shireen Z. Asous, Christina S. Gentile
  • MULTI-CHANNEL CUSTOMER SENTIMENT DETERMINATION SYSTEM AND GRAPHICAL USER INTERFACE
    Publication number: 20200089767
    Abstract: Techniques described herein are directed to a sentiment analysis engine for classifying and quantifying customer sentiments between a customer and an agent. The sentiment analysis engine includes a data acquisition engine configured to receive data from a plurality of different communication channels. A preprocessing engine of the sentiment analysis engine is configured to apply rule(s) that are configured to perform formatting and/or filtering operations on the received data and/or isolate customer-provided messages from agent-provided messages. A customization engine of the sentiment analysis engine is configured to perform channel-specific customizations on the received data, such as, but not limited to interpreting the data in a channel-specific manner A batch scoring engine of the sentiment analysis engine is configured to quantify customer sentiments in real-time (e.g.
    Type: Application
    Filed: October 31, 2018
    Publication date: March 19, 2020
    Inventors: Tachen C. Ni, Christian A. Gschwend, Himesh Shah, Reid Joseph Kuhn, Kang Su Gatlin, Ryan P. DiCicco, Shireen Z. Asous, Christina S. Gentile