Analyzing conversations to automatically identify product features that resonate with customers
US10360911B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 27, 2018 |
| Grant date | Jul 23, 2019 |
| Priority date | — |
| Expiry date | Mar 27, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.