Intuit, Inc.

Warren Bartolome

Igor A Podgorny

Kelvin Hung

Benjamin Indyk

Matthew Cannon

Nolan Richard Patterson

Todd Frey Goodyear

Bradly Stanton Feeley

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

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.

Method and system for increasing internet traffic to a question and answer customer support system

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.

Method and system for performing a probabilistic topic analysis of search queries for a customer support system

A computer-implemented method of increasing the online conversion rate of potential users to a computer-hosted service is described. The method includes a computing device receiving a browser request from a potential user, the computing device receiving user-specific data as part of the browser request. The computing device inputs the user-specific data into a conversion model executed by the computing device and outputs a conversion score for the potential user based on the model. The computing device sends to the browser a marketing intervention if the conversion score falls below a pre-determined threshold value.

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San Diego, CA, United States of America

Warren Bartolome