Bank of America Corporation
System for Inspecting Messages Using an Interaction Engine

Abstract:

A system for categorizing vendor interactions by inspecting messages is disclosed. The system is configured to scan a plurality of messages and identify keywords from the body of the messages. Based on the identified keywords, the system determines a topic for each of the messages. The system further performs a sentiment analysis to determine an overall contextual polarity for each of the messages and categorizes the messages based on the determined overall contextual polarity. Additionally, the system stores the determined overall contextual polarity and the category of the messages in interaction data entries.