Analyzing conversations to automatically identify customer pain points
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 a “
pain point”
associated with a product, wherein the pain point is a problem a first customer of the multiple customers associated with the first conversation having with the product; and
generating, based on the set of features, information regarding the pain point.
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Abstract
A feedback identification system to automatically determine customer pain points by analyzing conversations of representatives with customers. The feedback 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 a customer pain point. A customer pain point is a problem the customer is facing with a product. The set of features is analyzed to generate a feedback manifest, which includes the customer pain point (a) as a summary of what is discussed in the conversations or (b) verbatim from the conversations.
17 Citations
27 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 a “
pain point”
associated with a product, wherein the pain point is a problem a first customer of the multiple customers associated with the first conversation having with the product; andgenerating, based on the set of features, information regarding the pain point. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. 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 set of features that is indicative of a pain point, wherein the pain point is a problem the customer is having with the product; and instructions for generating information regarding the pain point, the information including one or more words or phrases in the conversation that are indicative of the pain point. - View Dependent Claims (24, 25)
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26. 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 the features of each of the conversations to determine a set of features that is indicative of a pain point, wherein the pain point is a problem a first customer of the multiple customers associated with the corresponding conversation is having with the product; and a third component that is configured to generate information regarding the pain point based on the set of features. - View Dependent Claims (27)
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Specification