Determining application experience based on paralinguistic information
First Claim
1. A computer-implemented method for determining application experience of a user, comprising:
- receiving, at a computing device, one or more audio streams, each audio stream comprising audio of a user interacting with at least a first page of an application;
generating paralinguistic information from at least one of the audio streams, wherein the paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream;
determining, from the paralinguistic information, at least a current user sentiment regarding the first page;
determining, based on evaluating the current user sentiment with a propensity model, that the user is predicted to discontinue use of the application, wherein determining that the user is predicted to discontinue use of the application comprises;
generating, from the evaluation of the current user sentiment with the propensity model, a score indicating a likelihood of the user to discontinue use of the application; and
determining that the score satisfies a predetermined condition for the determination that the user is predicted to discontinue use of the application;
determining, based on evaluating at least the current user sentiment with an uplift model, an intervention that reduces the likelihood of the user discontinuing use of the application; and
modifying a user interface according to the intervention while the user is interacting with the application.
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Abstract
Techniques are disclosed for determining application experience of a user based on paralinguistic information determined for the user. One embodiment presented herein includes a computer-implemented method, which includes receiving, at a computing device, one or more audio streams. Each audio stream includes audio from a user interacting with at least one page of an application. The computer-implemented method also includes generating paralinguistic information from at least one of the audio streams. The paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream. The computer-implemented method further includes determining, from the paralinguistic information, at least a current user sentiment regarding the at least one page, determining, based on evaluating the current user sentiment, that the user is predicted to discontinue use of the application, and taking action to reduce the likelihood of the user discontinuing use of the application.
29 Citations
18 Claims
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1. A computer-implemented method for determining application experience of a user, comprising:
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receiving, at a computing device, one or more audio streams, each audio stream comprising audio of a user interacting with at least a first page of an application; generating paralinguistic information from at least one of the audio streams, wherein the paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream; determining, from the paralinguistic information, at least a current user sentiment regarding the first page; determining, based on evaluating the current user sentiment with a propensity model, that the user is predicted to discontinue use of the application, wherein determining that the user is predicted to discontinue use of the application comprises; generating, from the evaluation of the current user sentiment with the propensity model, a score indicating a likelihood of the user to discontinue use of the application; and determining that the score satisfies a predetermined condition for the determination that the user is predicted to discontinue use of the application; determining, based on evaluating at least the current user sentiment with an uplift model, an intervention that reduces the likelihood of the user discontinuing use of the application; and modifying a user interface according to the intervention while the user is interacting with the application. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computing device for determining application experience of a user, the computing device comprising:
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a memory; and a processor configured to; receive one or more audio streams, each audio stream comprising audio of a user interacting with at least a first page of an application; generate paralinguistic information from at least one of the audio streams, wherein the paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream; determine, from the paralinguistic information, at least a current user sentiment regarding the first page; determine, based on evaluating the current user sentiment with a propensity model, that the user is predicted to discontinue use of the application, wherein the processor is configured to determine that the user is predicted to discontinue use of the application by; generating, from the evaluation of the current user sentiment with the propensity model, a score indicating a likelihood of the user to discontinue use of the application; and determining that the score satisfies a predetermined condition for the determination that the user is predicted to discontinue use of the application; determine, based on evaluating at least the current user sentiment with an uplift model, an intervention that reduces the likelihood of the user discontinuing use of the application; and modify a user interface according to the intervention while the user is interacting with the application. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory computer-readable medium comprising instructions that when executed by a computing device cause the computing device to perform a method for determining application experience of a user, the method comprising:
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receiving one or more audio streams, each audio stream comprising audio of a user interacting with at least a first page of an application; generating paralinguistic information from at least one of the audio streams, wherein the paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream; determining, from the paralinguistic information, at least a current user sentiment regarding the first page; determining, based on evaluating the current user sentiment with a propensity model, that the user is predicted to discontinue use of the application, wherein determining that the user Is predicted to discontinue use of the application comprises; generating from the evaluation of the current user sentiment with the propensity model, a score indicating a likelihood of the user to discontinue use of the application; and determining that the score satisfies a predetermined condition for the determination that the user is predicted to discontinue use of the application; determining, based on evaluating at least the current user sentiment with an uplift model, an intervention that reduces the likelihood of the user discontinuing use of the application; and modifying a user interface according to the intervention while the user is interacting with the application. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification