The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 01, 2011
Filed:
Jan. 16, 2007
Guy Jones, Vista, CA (US);
Scott Austin, Carlsbad, CA (US);
Grant Foster, Portland, ME (US);
Eric Scott, El Cajon, CA (US);
Guy Jones, Vista, CA (US);
Scott Austin, Carlsbad, CA (US);
Grant Foster, Portland, ME (US);
Eric Scott, El Cajon, CA (US);
Overtone, Inc., Carlsbad, CA (US);
Abstract
Systems, methods and software products identify emerging issues from textual customer feedback. A message stream of customer feedback is received. The message stream includes a plurality of unstructured text messages from at least one homogeneous source. A time interval is established. The volume of text messages for the time interval is determined to establish a reference volume. The volume of text messages in subsequent time intervals is measured to establish a trend volume. The trend volume is compared to the reference volume to determine a volumetric change. At least one action is initiated in response to a volumetric change above a pre-determined threshold. At least one action is initiated in response to a volumetric change below a pre-determined threshold.