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公开(公告)号：US11734330B2
公开(公告)日：2023-08-22
申请号：US16800159
申请日：2020-02-25
申请人： INTUIT INC.
IPC分类号： G06F16/35 , G06F16/335 , G06F16/33
CPC分类号： G06F16/353 , G06F16/337 , G06F16/3344
摘要： Techniques are disclosed for adjusting a ranking of information content presented to a user based on voice-of-customer feedback. In one embodiment, a user may provide feedback on information content presented to the user. Such feedback may be evaluated to identify at least one topic referenced in the received feedback. If an application determines that the at least one topic is related to topics of the information content, the application determines sentiment regarding the information content based on the feedback, and adjusts a ranking of the information content based on the determined sentiment.
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公开(公告)号：US11429988B2
公开(公告)日：2022-08-30
申请号：US16937141
申请日：2020-07-23
申请人： Intuit Inc.
IPC分类号： G06Q30/02
摘要： Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.
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公开(公告)号：US10599699B1
公开(公告)日：2020-03-24
申请号：US15094653
申请日：2016-04-08
申请人： INTUIT INC.
IPC分类号： G06F16/33 , G06F16/35 , G06F16/335
摘要： Techniques are disclosed for adjusting a ranking of information content presented to a user based on voice-of-customer feedback. In one embodiment, a user may provide feedback on information content presented to the user. Such feedback may be evaluated to identify at least one topic referenced in the received feedback. If an application determines that the at least one topic is related to topics of the information content, the application determines sentiment regarding the information content based on the feedback, and adjusts a ranking of the information content based on the determined sentiment.
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公开(公告)号：US10755294B1
公开(公告)日：2020-08-25
申请号：US14698425
申请日：2015-04-28
申请人： Intuit Inc.
IPC分类号： G06Q30/02
摘要： Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.
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公开(公告)号：US10083213B1
公开(公告)日：2018-09-25
申请号：US14697108
申请日：2015-04-27
申请人： Intuit Inc.
CPC分类号： G06F16/24578 , G06F16/3329 , G06F16/951 , G06Q30/0203
摘要： A question and answer based customer support system is provided through which users submit question data representing questions to be answered using support resources. Low quality and/or high quality question formats are defined and questions having a low quality question format are labeled improperly formatted questions, while questions having a high quality question format are labeled properly formatted questions. Received question data is analyzed to determine if the question data represents an improperly or properly formatted question before allocating support resources to generating an answer. If, a determination is made that the question data represents an improperly formatted question, corrective actions are taken before allocating support resources to generating an answer. If a determination is made that the question data represents a properly formatted question, the question represented by the question data is allocated support resources to generate an answer on a priority basis.
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公开(公告)号：US10134050B1
公开(公告)日：2018-11-20
申请号：US14699072
申请日：2015-04-29
申请人： Intuit Inc.
发明人： Kelvin Hung , Igor A. Podgorny , Matthew Cannon
摘要： Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by pre-submission parsing and analysis of the attributes of the question before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. The user interface for the mobile device is configured/customized based on the attributes/content/analysis of the question to enable customer support personnel to more quickly respond to question submissions.
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