Intuit, Inc.

Benjamin Indyk

Igor A Podgorny

Raymond C Chan

Matthew Cannon

Todd Frey Goodyear

Michael J Graves

Irene F Ma

Kelvin Hung

Warren Bartolome

Chris Gielow

Faraz Sharafi

Christopher C Gielow

Ling Feng Wei

Pravin Bhutada

Tom Kowalski

Ameya U Patil

Jonathan Chay

Darren Duc Dao

Jonathan Guidry

Techniques are disclosed for determining application experience of a user. One embodiment presented herein includes a computer-implemented method, which includes receiving, at a computing device, eye tracking data of a user interacting with at least a first page of an application. The computer-implemented method further includes determining, based at least on the eye tracking data, at least a current user experience regarding the first page. The computer-implemented method further includes predicting, based on evaluating the current user experience, that the user is likely to discontinue use of the application. The computer-implemented method further includes determining, based at least on the prediction, an intervention that reduces a likelihood of the user discontinuing use of the application, and interacting with the user according to the intervention.

Predicting application conversion using eye tracking

The present disclosure includes computer implemented techniques for providing a survey to a user. In one embodiment, a software application receives an audio stream including utterances spoken by the user interacting with a voice-user interface of the application. The application then determines a set of paralinguistic features from the audio stream and estimates at least a first attribute of the user based on the set of paralinguistic features. The application selects survey content based on a value of the first attribute and transmits a survey including the selected survey content to the user.

Adjusting product surveys based on paralinguistic information

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.

Processing and re-using assisted support data to increase a self-support knowledge base

Embodiments disclosed herein select a content message to present to a user on a page of an application based on paralinguistic features of audio input received from the user for the application. The audio input is received via a microphone associated with a computing device. A feature extractor extracts paralinguistic features from the audio input. A predictive model determines a label indicating a measure of receptiveness to product placement (e.g., a predicted marketing outcome) based on the paralinguistic features. A content-selection component selects a content message to present to the user based on the label and based on a profile of the user.

Adjusting content presentation based on paralinguistic information

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.

Processing unstructured voice of customer feedback for improving content rankings in customer support systems

A method and system provide a data management system that provides data management services and products to users. The method and system provide a self-help service including an assistance documents database including a large number of assistance documents. The data management system includes a database of messaging content including a large number of messages that can be provided with assistance documents accessed by users. The data management system includes a predictive model that has been trained with a machine learning process to match messages from the messaging content database to assistance documents. When a user accesses an assistance document, the predictive model matches the assistance document to a message from the messaging content database in real time. The data management system provides personalized messaging content data including the matched message in real time with the assistance documents accessed by the user.

Method and system for generating real-time personalized advertisements in data management self-help systems

Disclosed methods and systems improve search results by recency boosting customer support content for a customer self-help system associated with one or more financial management systems. The customer self-help system retrieves content relevance from a variety of sources, such as media outlets, taxation agencies and news feeds for the financial management system. The customer self-help system generates content relevance weights from the content relevance data, and applies the content relevance weights to customer support content maintained by the customer self-help system. In response to receiving a search query from a user, the customer self-help system provides relevant portions of customer support content that has been recency boosted (e.g., adjusted by the content relevance weights), to increase the likelihood that the customer support content provided to the user is relevant to the user's search query.

Search results by recency boosting customer support content

Disclosed methods and systems provide domain-specific type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system, according to one embodiment. Type ahead suggestions include suggestions for completing a single search query term and/or suggestions for completing a search query having multiple search query terms. The customer self-service system receives one or more search query terms in a search text box, searches for potential search queries that are likely to complete the one or more search query terms, and provides a selected one of the potential search queries in the search text box as a type ahead suggestion, adjacent to the received one or more search query terms, according to one embodiment. The customer self-service system selects one of the potential search queries based on the received search query terms, the user's profile, and/or the user's tax data, according to one embodiment.

Method and system for providing domain-specific and dynamic type ahead suggestions for search query terms

Certain aspects of the present disclosure provide techniques for selecting a response to a self-support query. One example method generally includes receiving an audio stream query including spoken content from a user recorded by a mobile device and determining a set of paralinguistic features from the spoken content. The method further includes estimating an emotional state of the user based on the set of paralinguistic features and identifying subject matter of the spoken content in the audio stream query. The method further includes determining two or more query responses corresponding to the subject matter to present to the user and transmitting at least one query response to the mobile device.

Generating self-support metrics based on paralinguistic information

A method and system provides personalized assistance to users of a data management system. The method and system trains an analysis model with both a supervised machine learning process and an unsupervised machine learning process to identify relevant assistance topics based on a user query and the attributes of the user that provided the query. The method and system outputs personalized assistance to the user based on the analysis of the analysis model.

Method and system for user experience personalization in data management systems using machine learning

The present disclosure relates to processing support requests, or support queries, in a software application including automated and human interaction-based support systems. An example method generally includes receiving a support request from a client device. A query processor parses the support request to identify one or more characteristics of the support request and identifies a support system to process the support request based at least in part on the identified one or more characteristics of the support request. The query processor instantiates a support session with the identified support system to process the support request.

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San Diego, CA, United States of America

Benjamin Indyk