公开(公告)号：US20220398635A1

公开(公告)日：2022-12-15

申请号：US17751376

申请日：2022-05-23

申请人： Airbnb, Inc.

发明人： Kevin Jungmeisteris ,  Artem Kizil ,  Jonathan Li On Wing ,  Hui Wang ,  Bo Zeng ,  Ying Zhang ,  Yufeng Zhang ,  Cen Zhao

IPC分类号： G06Q30/02 ,  G06Q50/00

摘要： A preliminary software feature is applied in a testing rollout to a discrete subset of customers. Survey data may be collected from those customers through a variety of sources, such as chatbot text, session workflow, historical user data, social media data, email survey data, user profile data, messaging threads, and the like. This survey data is analyzed using machine learning algorithms to derive the meaning of input text as well as to determine the user sentiment expressed therein. The outputs of this analysis are normalized across sources and aggregated at a feature-level to generate overall metrics of customer satisfaction with the feature. A holistic analysis is performed on this customer sentiment data to obtain an aggregate or combined user satisfaction score. This score is applied against a set of guardrails to determine whether to ship the feature to a broader customer base.