Analyzing conversations to automatically identify product features that resonate with customers
First Claim
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 the multiple features associated with a first conversation of the multiple conversations to determine a first set of features that is indicative of a favorite functionality of a product, the favorite functionality being a product feature that is determined to be a favorite of a first customer of the multiple customers in the first conversation; and
generating, based on the first set of features, information regarding the favorite functionality.
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Accused Products
Abstract
A product functionality identification system to automatically determine product features that are a favorite of customers by analyzing conversations of representatives with the customers. The product functionality identification system retrieves recordings of various conversations, extracts features of the conversations, and analyzes the features to determine a set of features that is indicative of favorite functionalities of a product for one or more customers. A favorite functionality is one of multiple product features that is determined to be a favorite of one or more customers. The set of features is further analyzed to generate a favorite functionality manifest, which includes information regarding the favorite functionalities (a) as a summary of what is discussed in the conversations or (b) verbatim from the conversations.
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Citations
28 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 the multiple features associated with a first conversation of the multiple conversations to determine a first set of features that is indicative of a favorite functionality of a product, the favorite functionality being a product feature that is determined to be a favorite of a first customer of the multiple customers in the first conversation; and generating, based on the first set of features, information regarding the favorite functionality. - 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)
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24. A non-transitory computer-readable storage medium storing computer-readable instructions, comprising:
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instructions for retrieving a recording of a conversation associated with a representative and a customer; instructions for extracting multiple features from the recording, wherein the multiple features indicate characteristics of any of (a) the customer, (b) the representative, (c) the conversation; instructions for analyzing features associated with the conversation to determine a first set of features that is indicative of a favorite functionality of a product, the favorite functionality being one of multiple product features that is determined as a favorite of the customer; and instructions for generating information regarding the favorite functionality, the information including one or more words or phrases in the conversation that are indicative of the favorite functionality. - View Dependent Claims (25, 26)
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27. A system, comprising:
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a processor; a first component that is configured to extract multiple features from each of multiple recordings of conversations, wherein each 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 features associated with a first conversation of the conversations to determine a first set of features that is indicative of a favorite functionality of a product, wherein the favorite functionality is one of multiple product features that is indicated as a favorite of a first customer of the multiple customers in the first conversation; and a third component that is configured to generate information regarding the favorite functionality based on the first set of features. - View Dependent Claims (28)
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Specification