US Patent 11250876 Method and system for confidential sentiment analysis

A confidential sentiment analysis method includes receiving call data, storing the call data including interaction metadata, generating a speech-to-text transcript corresponding to words spoken by one or more callers, generating an anonymized transcript by anonymizing personally identifiable words, and generating a sentiment score by analyzing the anonymized transcript. A computing system includes a processor, and a memory including computer executable instructions that, when executed by the one processor, cause the system to receive call data, store the call data, generate a speech-to-text transcript, generate an anonymized transcript by anonymizing personally identifiable words, and generate a sentiment score based on the anonymized transcript. A non-transitory computer readable medium contains program instructions that when executed, cause a computer system to receive call data, store the call data, generate a speech-to-text transcript, generate an anonymized transcript by anonymizing personally identifiable words, and generate a sentiment score based on the anonymized transcript.