Identifying noise in verbal feedback using artificial text from non-textual parameters and transfer learning

A system comprising:

• a processor;
• and
• a memory storing instructions that, when executed, perform operations comprising:
• receiving free-text content corresponding to user satisfaction feedback with performance of software, wherein the free-text content is naturally spoken or written feedback submitted by a user;
• in response to receiving the free-text content, retrieving parameter values associated with the free-text content, wherein the parameter values are organized in accordance with a schema and identifies a feature of the software;
• generating an artificial-text corpus by applying a rule to at least one of the parameter values, wherein the rule specifies instructions for converting the parameter values to a set of words, the artificial-text corpus comprising the set of words;
• generating sentence embeddings based on the free-text content and the artificial-text corpus;
• generating a classification relating to the free-text content based on the sentence embeddings, the classification indicating whether the software is functioning as expected;
• and
• based on determining the software is not functioning as expected, performing a corrective action for the software.

A method comprising:

• receiving free-text content corresponding to user satisfaction feedback with performance of software, wherein the free-text content is naturally spoken or written feedback submitted by a user;
• in response to receiving the free-text content, retrieving a parameter value associated with the free-text content, wherein the parameter value is organized in accordance with a schema and identifies a feature of the software;
• generating an artificial-text corpus by applying a rule to the parameter value, wherein the rule specifies instructions for converting the parameter value to a set of words, the artificial-text corpus comprising the set of words;
• generating sentence embeddings based on the free-text content and the artificial-text corpus;
• generating a classification for the free-text content based on the sentence embeddings, the classification indicating whether the user satisfaction feedback is actionable;
• and
• based on determining the user satisfaction feedback is actionable, performing a corrective action for the software.

A device comprising:

• a processor;
• and
• a memory storing instructions that, when executed, perform operations comprising:
• receiving free-text content corresponding to user satisfaction feedback with performance of software, wherein the free-text content is naturally spoken or written feedback of a user;
• in response to receiving the free-text content, retrieving parameter values associated with the free-text content, wherein the parameter values identify a feature of the software;
• generating an artificial-text corpus by applying a rule to at least one of the parameter values, wherein the rule specifies instructions for converting the parameter values to a set of words;
• generating sentence embeddings based on the free-text content and the artificial-text corpus;
• generating a classification relating to the free-text content based on the sentence embeddings, the classification indicating the software is not functioning as expected;
• and
• based on determining the software is not functioning as expected, performing a corrective action for the software.