Generating test scenarios by detecting failure patterns and themes in customer experiences
US11841892B2 · kind B2 · utility
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20Claims
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Key dates
| Filing date | Mar 11, 2021 |
| Grant date | Dec 12, 2023 |
| Priority date | — |
| Expiry date | Feb 24, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The described technology is generally directed towards processing various customer input data to extract frequently recurring customer experience themes, including positive and negative sentiment regarding customer experiences. Natural language processing, image processing, speech recognition and/or computer vision techniques can be used on customer-related data to determine themes, tests and scenarios, as well as discover insights that can be used to improve customer experiences. The technology can be used to recreate a customer engagement, journey and overall experience by designing test scenarios around failure themes.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.