Intuit, Inc.

Other

Christopher C Gielow

Igor A Podgorny

Matthew Cannon

Todd Frey Goodyear

Joseph B Cessna

Benjamin Indyk

Henry M Anderson, Jr

Vivek R Huilgol

Graziella E Stocco

Jonathan Chay

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.

Method and system for question prioritization based on analysis of the question content and predicted asker engagement before answer content is generated

Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches user content (e.g., business transactions, personal transactions, etc.) and customer self-service system content for content that is relevant to the search query terms, and provides incremental search results navigation links within a results text box to enable users to easily see search results (e.g., transaction records) and to enable users to navigate to transactions records or other user content, from the results text box, according to one embodiment.

Method and system for searching for and navigating to user content and other user experience pages in a financial management system with a customer self-service system for the financial management system

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.

Method and system for pro-active detection and correction of low quality questions in a question and answer based customer support system

Disclosed methods and systems crowdsource the detection of usability issues in user experience pages of a tax return preparation system, according to one embodiment. Testing and debugging combinations and sequences of user experience pages can be time consuming and costly, and crowdsourcing the detection of usability issues can reduce the length of time typically consumed in detecting issues in a user experience flow, according to one embodiment. The methods and system include monitoring users' navigation behavior (e.g., system access data) within 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 a usability issue, the methods and systems include requesting more information about the usability issue, to facilitate resolving the usability issue for current and subsequent users, according to one embodiment.

Method and system for crowdsourcing the detection of usability issues in a tax return preparation system

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.

Method and system for crowdsourcing software quality testing and error detection in a tax return preparation system

A portable computer includes a base and a cover incorporating a display screen pivotably mounted to the base between a closed position overlying the base and an open position raised over the base. A swivel arrangement is located in the cover enabling at a least a portion of the cover and the display screen to be rotatable about an axis which is perpendicular to the cover in the open position, and between a landscape orientation in which the display screen has a longer dimension extending in a substantially horizontal direction and a portrait orientation in which the display screen has a shorter dimension extending in a substantially horizontal direction. The cover is also mounted for sliding movement. Front speaker ports are opened and closed when the cover moves. A recessed corner segment is provided on the cover for easier manipulation of the cover.

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Carlsbad, CA, United States of America

Christopher C Gielow