Processing unstructured voice of customer feedback for improving content rankings in customer support systems
US11734330B2 · kind B2 · utility
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20Claims
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Key dates
| Filing date | Feb 25, 2020 |
| Grant date | Aug 22, 2023 |
| Priority date | — |
| Expiry date | Nov 4, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/337
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.