Patent ID: 11954692
Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
Field: Digital communication (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 6:
7. A system comprising:
a network;
a communication channel;
a processor; and
a computer-readable storage medium communicatively coupled to the processor and storing program instructions which, when executed by the processor, cause the processor to perform a method comprising:
collecting a first set of user interaction data generated by image recognition from image data of a user interacting with a product from a device on the network and a first set of user sentiment data related to the product from the communication channel, wherein the user interaction data and user sentiment data are specific to the user;
generating a user profile for the user, wherein the user profile includes a satisfaction threshold for using the product based in part on the first set of user interaction data and the first set of user sentiment data, wherein the first set of user interaction data indicates a high usage pattern with the product and the first set of user sentiment data indicates positive sentiment about the product;
monitoring a second set of user interaction data generated by image recognition from image data of the user interacting with the product from the device on the network and a second set of user sentiment data from the communication channel;
comparing the second set of user interaction data and the second set of user sentiment data to the satisfaction threshold, wherein at least the second set of user interaction data indicates a low usage pattern with the product or the second set of user sentiment data indicates negative sentiment about the product;
determining that the user is experiencing dissatisfaction with the product when the satisfaction threshold has been exceeded;
in response to the satisfaction threshold being exceeded, transmitting a software update to fix a problem related to the product in order to mitigate the dissatisfaction of the user;
monitoring, in response to the software update being implemented, a third set of user interaction data generated by image recognition from image data of the user interacting with the product;
comparing the third set of user interaction data to the satisfaction threshold;
determining that the user is satisfied with the product in response to the satisfaction threshold not being exceeded;
categorizing, using machine learning, a behavioral type of the user based on data associated with the user profile;
correlating, using machine learning, the behavioral type of the user with similar behavioral types of a plurality of other users based on past incident history and similar satisfaction thresholds; and
updating, using machine learning and based on analyzing the third set of interaction data in response to the software update, one or more actions for mitigating user dissatisfaction for the plurality of other users when interacting with a similar product.