Analyzing conversations to automatically identify customer pain points
US10387573B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 22, 2018 |
| Grant date | Aug 20, 2019 |
| Priority date | — |
| Expiry date | Feb 22, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/088
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.