Intuit, Inc.

Social Mecca, Inc.

Kelvin Hung

Igor A Podgorny

Warren Bartolome

Matthew Cannon

Benjamin Indyk

Brian Douglas Derfer

Robert Rose

Nichole Goodyear

Camille Matthews

Jeremy Wiles

Kevin Rollins

Todd Frey Goodyear

Gina Paoni

Mark Seaman

Owen Adams

Tom Underwood

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

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.

Method and system for increasing use of mobile devices to provide answer content in a question and answer based customer support system

Techniques are disclosed for dynamically personalizing application content presented to a user based on 'voice-of-customer' feedback, in real-time. As described, the user may provide voice-of-customer feedback characterizing an initial selection of application content presented to the user may be evaluated to identify a set of topics referenced by the voice-of-customer feedback. Keywords associated with the identified topics may be used to enhance the selection of application content presented to the user. For example, keywords associated with the identified topics may be added to an initial search query composed by the user. Doing so can improve the relevance or helpfulness of information content or software interfaces identified using the query.

Method and system for personalizing software based on real time tracking of voice-of-customer feedback

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.

Method and system for facilitating the production of answer content from a mobile device for a question and answer based customer support system

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.

Method and system for routing a question based on analysis of the question content and predicted user satisfaction with answer content before the answer content is generated

Online marketing platforms are disclosed that harness user generated content to encourage the viral sharing and tracking of online marketing campaigns. One embodiment includes a campaign hosting system including a database connected to a network, a campaign creation device connected to the network and a plurality of user devices connected to the network. In addition, the campaign creation device is configured to provide campaign information to the campaign hosting system via the network, the campaign hosting system is configured to automatically create an online campaign that is customized according to the campaign information and to store the campaign as one of a plurality of online campaigns in the database, at least one of the user devices is configured to provide profile information to the campaign hosting system via the network, the campaign hosting system is configured to automatically create a user profile using the profile information and to store the user profile as one of a plurality of user profiles in the database, each user device is configured to engage with the online campaign by communicating with the campaign hosting system via the network and each user device is configured to access the user profile by communicating with the campaign hosting system via the network.

Online marketing platform

Systems and methods for generating displays showing interactions with a piece of content accessible via a number of unrelated websites are described. One embodiment of the invention includes storing a piece of content within a database and providing access to the piece of content via a website hosted by a server associated with the database, receiving a request from a user to propagate the piece of content to a 3party website hosted via a 3party server, obtaining user account information, accessing the 3party server using the user account information, providing propagation player code to the 3party server, where the propagation player code includes information enabling a browser application to access the piece of content via the server associated with the database, receiving requests from browser applications, where the requests are associated with user interactions with the piece of content, identifying requests associated with a user interaction via the propagation player included in the 3party website, updating database records tracking user interactions with the piece of content via different websites in response to the received requests, and generating a display of the websites to which the content has been propagated, where the display includes the 3party website.

Growing community of inventors

San Diego, CA, United States of America

Kelvin Hung