Feedback prioritization system

Patent metadata

Field	Value
Publication number	US-11689432-B1
Application number	US-202217657437-A
Country	US
Kind code	B1
Filing date	Mar 31, 2022
Priority date	Mar 31, 2022
Publication date	Jun 27, 2023
Grant date	Jun 27, 2023

Abstract

The present disclosure generally relates to a feedback processing service that can receive customer input, as customer feedback corresponds to a service context. The feedback processing service aggregates semantically similar feedback as a cluster. Then, the feedback processing service can prioritize each of the clusters by ranking each of the clusters.

First claim

What is claimed is:

1. A system for prioritizing customers' feedback in network-based services, the system comprising
one or more computing devices associated with a processor and a memory for executing computer-executable instructions to implement a feedback management service, wherein the feedback management service is configured to:
obtain a set of customer inputs as customer feedback related to one or more network services hosted on behalf of network service providers;
vectorize the set of customer inputs to form a set of vectorized customer inputs, wherein vectorizing the set of customer inputs includes generating an individual numerical vector for individual customer inputs from the set of customer inputs; in the control policy input includes a specification of a network service type associated with the plurality of network services;
cluster the set of vectorized customer inputs, wherein clustering the set of vectorized inputs includes:
aggregate semantically similar vectorized customer inputs based on comparison of the numerical vectors; and
for individual clusters, identify a representative vectorized customer input based on a centroid of the individual cluster;

for the individual cluster, filter any cluster not exceeding a minimal vectorized customer input threshold to form a set of filtered clusters;
for the filtered clusters, prioritize the individual cluster, wherein the prioritization comprising;
measuring a ranking criteria; and
ranking the cluster based on the measured criteria; and

generate a processing result based on the prioritized, filtered clusters.

2. The system as recited in claim 1 , wherein the set of customer inputs includes textual inputs characterized as customer feedback.

3. The system as recited in claim 1 , wherein the feedback processing service parses the set of customer inputs to identify keywords corresponding to at least one of the one or more network service.

4. The system as recited in claim 1 , wherein the feedback processing service is further configured to detect a triggering event, wherein the triggering event initiates the feedback management service to cluster the set of vectorized customer inputs.

5. The system as recited in claim 4 , wherein the triggering event is set periodically.

6. The system as recited in claim 4 , wherein the triggering event is based on a number of newly obtained customer inputs.

7. The system as recited in claim 1 , wherein the feedback processing service aggregates semantically similar vectorized customer inputs using k-means clustering, wherein the k-means clustering can use a sentence-bert (“SBERT”) technique for the vectorization.

8. The system as recited in claim 1 , wherein the feedback management service aggregates semantically similar vectorized customer inputs using a deep embedded clustering (“DEC”).

9. The system as recited in claim 1 , wherein the ranking criteria is an inertia score, wherein the inertia score is a coherence of each of the cluster.

10. The system as recited in claim 1 , wherein the ranking criteria is a number of customers of each cluster.

11. The system as recited in claim 1 , wherein the ranking criteria is a number of feedbacks of each cluster.

12. The system as recited in claims 1 , wherein the ranking criteria is a combination of an inertia score, a number of customers, or a number of feedbacks of each cluster.

13. The system as recited in claim 1 , wherein the processing results corresponds to one or more cluster attributes, wherein individual cluster attributes include a theme of the individual cluster.

14. The system as recited in claim 1 , wherein the feedback processing service can extract nouns, proper nouns, and noun phrases of one or more representative feedbacks from a cluster to identify the representative vectorized customer input.

15. A method for managing network-based feedback processing service comprising:
vectorizing a set of customer input associated with a network service to identify customer feedbacks for a plurality of network services hosted on behalf of network service providers;
clustering the set of vectorized customer inputs, wherein clustering the set of vectorized customer inputs comprise:
aggregating semantically similar vectorized customer inputs based on comparison of the numerical vectors; and
for individual clusters, identifying a representative vectorized customer input based on a centroid of the individual cluster;

prioritizing the individual clusters, wherein the prioritization comprises:
measuring a ranking criteria; and ranking the cluster based on the measured criteria; and

generating a processing result based on the prioritized clusters.

16. The method as recited in claim 15 , further comprising obtaining the set of customer inputs as customer feedback related to a plurality of network services.

17. The method as recited in claim 16 , wherein obtaining the set of customer inputs include textual inputs characterized as customer feedback.

18. The method as recited in claim 15 further comprising detecting a triggering event, wherein the triggering event initiates clustering the set of vectorized customer inputs.

19. The method as recited in claim 15 , wherein the aggregation uses k-means clustering, wherein the k-means clustering can use a sentence-bert (“SBERT”) technique for the vectorization.

20. The method as recited in claim 15 , wherein the aggregation uses a deep embedded clustering (“DEC”).

21. The method as recited in claim 15 , wherein the ranking criteria is an inertia score, wherein the inertia score is a coherence of each of the cluster.

22. The method as recited in claim 15 , wherein the ranking criteria is a number of customers of each cluster.

23. The method as recited in claim 15 , wherein the ranking criteria corresponds to one or more attributes associated with customers.

24. The method as recited in claim 15 , wherein the one or more attributes corresponds to age of an individual customer.

25. The method as recited in claim 24 , wherein the one or more attributes corresponds to a characterized size of an individual customer.

26. The method as recited in claim 25 , wherein the characterized size corresponds to at least one of an attributed revenue of the individual customer or potential opportunity with the individual customer. The method as recited in claim 15 , wherein the ranking criteria is a combination of two or more criterion.

27. The method as recited in claim 15 , wherein the ranking criteria is a weighted combination of two or more criterion.

28. The method as recited in claim 15 , wherein generating a processing result based on the prioritized clusters includes generating each cluster's attributes, wherein the attribute is a theme of the individual cluster.

29. A method for managing network-based feedback processing service comprising:
obtaining a set of customer inputs as customer feedback related to one or more network services hosted on behalf of network service providers, wherein the set of customer inputs includes textual inputs characterized as customer feedback;
vectorizing the set of customer inputs to form a set of vectorized customer inputs, wherein vectorizing the set of customer inputs includes generating an individual numerical vector for individual customer inputs from the set of customer inputs; in the control policy input i

Assignees

• Amazon Tech Inc

Inventors

• Bhattacharjee Kasturi
• Gangadharaiah Rashmi
• Shapira Sharon
• Kapoor Ankit
• Ng Tony Chun Tung
• Chidambaram Senthil Chock
• Nadig Deepak Seetharam

Classifications

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title

• H04L41/5064 Primary

  Customer relationship management · CPC title

• H04L41/5032

  Generating service level reports · CPC title