Analyzing conversations to automatically identify deals at risk
First Claim
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1. A computer-implemented method, comprising:
- retrieving multiple recordings of conversations associated with multiple representatives, wherein each of the conversations is between at least one of the representatives and at least one of multiple customers, and wherein each conversation is associated with a deal offered by the at least one of the representatives to the at least one of the customers;
extracting multiple features from each of the multiple recordings, wherein the multiple features indicate characteristics of any of (a) a customer of multiple customers in the corresponding conversation, (b) a representative of multiple representatives in the corresponding conversation, (c) the corresponding conversation;
analyzing features associated with a first conversation of the conversations to determine if the first conversation includes any feature that is indicative of a first deal associated with the first conversation being at a risk, wherein the analyzing is performed for each of the conversations; and
generating, based on the analyzing, information regarding a set of deals that is at risk, wherein each deal of the set of deals is determined to be at risk in an event one or more conversations with which the corresponding deal is associated includes features that are indicative of the corresponding deal being at risk, the generating further including generating a reason why each deal of the set of deals is at risk.
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Abstract
A risk identification system automatically determines deals at risk by analyzing conversations of representatives with customers. The risk identification system retrieves recordings of various conversations, extracts features of each of the conversations, and analyzes the features to determine if any of the conversations includes features that are indicative of a deal discussed in that conversation being at risk. By performing such an analysis of conversations, the risk identification system can identify a number of deals that are at risk and generate a report of such deals and notify a consumer user of the risk identification system of such deals.
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Citations
32 Claims
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1. A computer-implemented method, comprising:
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retrieving multiple recordings of conversations associated with multiple representatives, wherein each of the conversations is between at least one of the representatives and at least one of multiple customers, and wherein each conversation is associated with a deal offered by the at least one of the representatives to the at least one of the customers; extracting multiple features from each of the multiple recordings, wherein the multiple features indicate characteristics of any of (a) a customer of multiple customers in the corresponding conversation, (b) a representative of multiple representatives in the corresponding conversation, (c) the corresponding conversation; analyzing features associated with a first conversation of the conversations to determine if the first conversation includes any feature that is indicative of a first deal associated with the first conversation being at a risk, wherein the analyzing is performed for each of the conversations; and generating, based on the analyzing, information regarding a set of deals that is at risk, wherein each deal of the set of deals is determined to be at risk in an event one or more conversations with which the corresponding deal is associated includes features that are indicative of the corresponding deal being at risk, the generating further including generating a reason why each deal of the set of deals is at risk. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A non-transitory computer-readable storage medium storing computer-readable instructions, comprising:
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instructions for retrieving multiple recordings of conversations associated with multiple representatives, wherein each conversation includes at least one of multiple customers and at least one of the representatives, and wherein each conversation is associated with a deal offered by the at least one of the representatives to the at least one of the customers; instructions for extracting multiple features from each of the multiple recordings, wherein the multiple features indicate characteristics of any of (a) a customer of multiple customers in the corresponding conversation, (b) a representative of multiple representatives in the corresponding conversation, (c) the corresponding conversation; instructions for analyzing the features of each of the conversations to determine if a first conversation of the conversations includes any feature that is indicative of a first deal associated with the first conversation being at a risk; and instructions for generating, based on the analyzing, information regarding a set of deals that is at risk, wherein each deal of the set of deals is determined to be at risk in an event one or more conversations with which the corresponding deal is associated includes features that are indicative of the corresponding deal being at risk, the generating further including generating a reason why each deal of the set of deals is at risk. - View Dependent Claims (30, 31)
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32. A system, comprising:
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a first component that is configured to extract multiple features from each of multiple recordings of conversations, wherein each conversation includes at least one of multiple customers and at least one of the representatives, and wherein each conversation is associated with a deal offered by the at least one of the representatives to the at least one of the customers; a second component that is configured to analyze the features of each of the conversations to determine if a first conversation of the conversations includes any feature that is indicative of a first deal associated with the first conversation being at a risk; and a third component that is configured to generate information regarding a set of deals that is at risk, wherein each deal of the set of deals is determined to be at risk in an event one or more conversations with which the corresponding deal is associated includes features that are indicative of the corresponding deal being at risk, the generating further including generating a reason why each deal of the set of deals is at risk.
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Specification