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1.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：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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4.发明申请公开(公告)号：US20170124184A1
公开(公告)日：2017-05-04
申请号：US14926232
申请日：2015-10-29
申请人： Intuit Inc.
CPC分类号： G06F17/30696 , G06F17/3064 , G06N7/005 , G06Q30/016
摘要： A method and system uses a probabilistic topic model to identify topics that are relevant search query terms received by a customer support system from a user, according to one embodiment. The probabilistic topic model identifies topics that are relevant to the search query terms at least partially based on the context around the receipt of the search query terms, according to one embodiment. By identifying relevant topics at least partially based on the context around the receipt of the search query terms, a likelihood of inaccurately identifying a relevant topic is reduced, according to one embodiment.
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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：US10242093B2
公开(公告)日：2019-03-26
申请号：US14926232
申请日：2015-10-29
申请人： Intuit Inc.
摘要： A method and system uses a probabilistic topic model to identify topics that are relevant search query terms received by a customer support system from a user, according to one embodiment. The probabilistic topic model identifies topics that are relevant to the search query terms at least partially based on the context around the receipt of the search query terms, according to one embodiment. By identifying relevant topics at least partially based on the context around the receipt of the search query terms, a likelihood of inaccurately identifying a relevant topic is reduced, according to one embodiment.
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