Customer feedback acquisition and processing system
US6510427B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 19, 1999 |
| Grant date | Jan 21, 2003 |
| Priority date | — |
| Expiry date | Jul 19, 2019 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99936
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A customer feedback acquisition and processing system is disclosed. Customer feedback, which may optionally include voice signals, is captured and stored in a database. The database can be searched to develop a subset of records pertaining to an area of interest. A data mining tool can then be used on the subset to identify trend(s) in the customer feedback records. The database tool assigns relevance scores to each word (“concept”) in one or more fields of the records in the subset. It then combines the concepts and develops new relevance scores for the combined concepts to identify trend(s) in the customer feedback records.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.