Analyzing conversations to automatically identify action items
First Claim
Patent Images
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;
extracting multiple features from each of the 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 multiple conversations to determine a set of features that is indicative of an action item, wherein the action item is a task to be performed by a first customer of the multiple customers or a first representative of the multiple representatives associated with the first conversation; and
generating, based on the set of features, information regarding the action item.
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Abstract
An action item identification system automatically determines action items by analyzing conversations of representatives with customers. The action item identification system retrieves recordings of various conversations, extracts features of each of the conversations, and analyzes the features to determine a set of features that is indicative of an action item associated with the corresponding conversation. The set of features is further analyzed to generate the action item in an action item manifest (a) as a summary of what is discussed in the conversations or (b) verbatim from the conversations.
16 Citations
30 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; extracting multiple features from each of the 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 multiple conversations to determine a set of features that is indicative of an action item, wherein the action item is a task to be performed by a first customer of the multiple customers or a first representative of the multiple representatives associated with the first conversation; and generating, based on the set of features, information regarding the action item. - 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)
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28. 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 of the conversations is between at least one of the representatives and at least one of multiple customers; instructions for extracting multiple features from each of the 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 features associated with a first conversation of the multiple conversations to determine a set of features that is indicative of an action item, wherein the action item is a task to be performed by a first customer of the multiple customers or a first representative of the multiple representatives associated with the first conversation; and instructions for generating, based on the set of features, information regarding the action item, the information including (a) one or more words or phrases in the first conversation that are indicative of the action item or (b) a summary of the action item, the summary generated based on the one or more words or phrases in the first conversation that are indicative of the action item. - View Dependent Claims (29)
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30. A system, comprising:
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a first component that is configured to extract multiple features from a recording of a conversation, wherein the conversation is associated with at least one of multiple customers and at least one of multiple representatives; a second component that is configured to analyze the features of the conversation to determine a set of features that is indicative of an action item, wherein the action item is a task to be performed by a first customer of the multiple customers or a first representative of the multiple representatives; and a third component that is configured to generate information regarding the action item based on the set of features.
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Specification