Patent ID: 11893526
Assignee: AMAZON TECHNOLOGIES, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 12:
13. A non-transitory computer-readable storage medium storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to at least:
establish a plurality of communications channels between a service of a computing resource service provider and a plurality of clients of the computing resource service provider;
obtain a plurality of contacts data from the plurality of communications channels; generate transcripts for the plurality of contacts data, wherein a portion of the transcripts is reconstructed based at least in part on at least two subportions of the transcripts that correspond to separate portions of the plurality of contacts data obtained at a different time;
as a result of reconstructing the portion of the transcripts, generate, using a set of natural language processing (NLP) techniques, metadata encoding conversation characteristics associated with the transcripts;
tag the transcript with one or more categories based at least in part on the metadata, wherein the one or more categories are defined based at least in part on rules that evaluate content and conversation characteristics, and at least one of the rules is determined by an entity that manages the plurality of clients;
generate information for the plurality of communications channels based on the transcripts, metadata, and categories, where the information comprises a new trend identified from at least two of the plurality of contacts data during a specified period; and
provide the information to the entity.