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Determining application experience based on paralinguistic information

  • US 10,614,806 B1
  • Filed: 08/08/2018
  • Issued: 04/07/2020
  • Est. Priority Date: 10/27/2016
  • Status: Active Grant
First Claim
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1. A computer-implemented method for determining application experience of a user, comprising:

  • receiving, at a computing device, an audio stream comprising audio of a user interacting with an application;

    extracting paralinguistic information from the audio stream, wherein the paralinguistic information characterizes acoustic aspects of the audio stream that are distinct from verbal content of the audio stream;

    determining, based on the paralinguistic information, a sentiment of the user;

    generating, based on the sentiment of the user and a propensity model, an abandonment score associated with a probability of the user discontinuing use of the application;

    determining, based on the abandonment score meeting a predetermined threshold, the user is predicted to discontinue using the application; and

    initiating an intervention to reduce a likelihood of the user discontinuing use of the application.

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