ANALYZING CONVERSATIONS TO AUTOMATICALLY IDENTIFY PRODUCT FEATURE REQUESTS

摘要

The disclosure is directed to automatically determining product feature requests by analyzing conversations of representatives with customers. A 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 feature request. A feature request is a request for adding a specified functionality to a product. The set of features is analyzed to generate a feedback manifest, which includes the feature request (a) as a summary of what is discussed in the conversations or (b) verbatim from the conversations.