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1.发明授权公开(公告)号：US11256733B2
公开(公告)日：2022-02-22
申请号：US17100518
申请日：2020-11-20
申请人： INTUIT INC.
IPC分类号： G06F16/332 , G06F9/451 , G06F16/338 , G06F16/33 , G06N3/08
摘要： Certain aspects of the present disclosure provide techniques for providing assistance to users by integrating social computing system with conversational user interface. In some cases, a user interacting with a virtual assistant of a conversational user interface provides input that the virtual assistant is not able identify a matching intent. As a result, the virtual assistant can leverage the social computing system to generate a new question based on the user input and post the question to the social computing system. Users of the social computing system can provide an answer, which the virtual assistant provides to the user in the conversational user interface. The social computing system can also generate a new intent for the virtual assistant to increase efficiency of the virtual assistant.
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2.发明授权公开(公告)号：US10394804B1
公开(公告)日：2019-08-27
申请号：US14878709
申请日：2015-10-08
申请人： Intuit Inc.
发明人： Igor A. Podgorny , Matthew Cannon , Warren Bartolome , Nolan Richard Patterson , Bradly Stanton Feeley
IPC分类号： G06F16/245 , G06Q30/00 , G06F16/9535 , G06F16/2457 , G06F16/958 , G06Q10/10
摘要： A method and system increases Internet traffic to a question and answer customer support system, according to one embodiment. The method and system receive a question, and determine a search engine popularity or searchability of the question, according to one embodiment. If the search engine popularity or searchability of the question is less than a threshold, the question is provided to customer support personnel for reformation, according to one embodiment. The question and answer customer support personnel provide question reformation suggests to the customer support personnel, according to one embodiment.
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公开(公告)号：US10162734B1
公开(公告)日：2018-12-25
申请号：US15214927
申请日：2016-07-20
申请人： Intuit Inc.
摘要： Disclosed methods and systems crowdsource quality assurance testing and error detection for user experience pages of a tax return preparation system, according to one embodiment. Testing and debugging combinations and sequences user experience pages can be time consuming and costly, and crowdsourcing error detection can reduce the length of time typically consumed in detecting all errors in a user experience flow, according to one embodiment. The methods and system include monitoring users' navigation behavior (e.g., system access data) within one or more user experience pages, using predictive models to detect when users are experiencing a potential issue, and providing issue resolution content to both help the users and characterize the potential issue, according to one embodiment. If the potential issue is an error, the methods and systems include requesting more information about the error, to facilitate resolving the error for current and subsequent users, according to one embodiment.
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4.发明申请METHOD AND SYSTEM FOR PRO-ACTIVE DETECTION AND CORRECTION OF LOW QUALITY QUESTIONS IN A QUESTION AND ANSWER BASED CUSTOMER SUPPORT SYSTEM 审中-公开在问题和答案的客户支持系统中主要检测和校正低质量问题的方法和系统公开(公告)号：US20160217472A1
公开(公告)日：2016-07-28
申请号：US14607416
申请日：2015-01-28
申请人： Intuit Inc.
摘要： User satisfaction with answers that may be provided through a question and answer based customer support system is predicted by pre-submission analysis of 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 not likely to satisfy either an asking user submitting a question, or subsequent searching users accessing the resulting question and answer pair, are labeled improperly formatted questions, or low quality format questions. The question data representing improperly formatted questions is then either filtered out, avoided completely, or, proactively corrected by providing the user with a set of personalized question format transformation instructions to transform improperly formatted questions into a re-phrased/re-formatted properly formatted questions having a question format predicted to provide a significantly higher probability of user satisfaction with any answer eventually provided.
摘要翻译： 用户对通过基于问题和答案的客户支持系统提供的答案的满意度可以通过在答案产生之前对问题本身的属性进行预先提交分析来预测。 输入基于问题和答案的客户支持系统的问题被标记为格式不正确的问题或低质量格式问题，这些问题和答案的客户支持系统不太可能满足询问用户提交问题或随后搜索访问所产生的问题和答案对的用户。 然后将代表格式不正确的问题的问题数据过滤掉，完全避免，或通过向用户提供一组个性化问题格式转换指令来主动纠正，以将不正确格式化的问题转换成重新格式化/重新格式化的正确格式的问题 具有预测的问题格式，以提供用户满意度的最高概率。
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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：US10748157B1
公开(公告)日：2020-08-18
申请号：US15404944
申请日：2017-01-12
申请人： Intuit Inc.
发明人： Benjamin Indyk , Igor A. Podgorny , Irene F. Ma , Matthew Cannon
IPC分类号： G06F17/30 , G06Q30/00 , G06Q40/00 , G06F16/9535 , G06F16/955
摘要： Disclosed methods and systems determine levels of search sophistication for users of a customer self-help system to personalize a content search user experience provided to the users, to increase a likelihood of users' satisfaction with the search experience. The customer self-help system analyzes submitted search queries and provides an advanced content search user experience to users who are determined to have an advanced level of search sophistication and provides a simplified content search user experience to users who are determined to have a basic or less-experienced level of search sophistication. Providing users with personalized content search user experiences that are based on users' levels of search sophistication allows less-experienced users to feel comfortable searching and allows advanced users to search more quickly or precisely.
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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：US11783204B2
公开(公告)日：2023-10-10
申请号：US17495707
申请日：2021-10-06
申请人： INTUIT INC.
发明人： Igor A. Podgorny , Benjamin Indyk , Matthew Cannon , Chris Gielow
摘要： The present disclosure relates to processing support data to increase a self-support knowledge base. In some embodiments, assisted support data is received comprising a record of an interaction between a user and a support professional. In certain embodiments, a support data set is extracted from the assisted support data. In some embodiments, feedback related to the support data set is received. The feedback may include an indication that the support data set is ready to be included in the self-support knowledge base. In some embodiments, upon determining, based on the feedback, that the support data set is ready to be used for self-support, the support data set is added to the self-support knowledge base. The self-support knowledge base may be accessible by a plurality of users.
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公开(公告)号：US11093951B1
公开(公告)日：2021-08-17
申请号：US15714256
申请日：2017-09-25
申请人： Intuit Inc.
摘要： A customer self-help system employs artificial intelligence and machine learning to identify self-help content that is responsive to a user query by analyzing and searching a plurality of customer self-help systems. The customer self-help system generates a self-help relationship model by applying one or more processes/algorithms on training set data. In response to a user query, the customer self-help system identifies ones of the plurality of customer self-help systems that are relevant to the user query and searches the relevant ones of the plurality of customer self-help systems for self-help content that is responsive to the user query. The customer self-help system then provides the self-help content to the user in response to receipt of the user query from the user.
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公开(公告)号：US10861023B2
公开(公告)日：2020-12-08
申请号：US16587435
申请日：2019-09-30
申请人： Intuit Inc.
摘要： Before routing a question submitted to a question and answer based customer support system to support resources, and before any specific answer data is generated, the submitted question data is analyzed to predict asking user engagement with the question and answer based customer support system after the asking user's question is submitted. In this way, the question itself is analyzed and questions determined to be low engagement probability questions submitted by asking users that have a low probability of further engagement with the question and answer based customer support system are provided to the support resources on a low priority basis and questions determined to be high engagement probability questions submitted by asking users that have a high probability of further engagement with the question and answer based customer support system are provided to the support resources on a high priority basis.
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