Method for identifying emerging issues from textual customer feedback
US7899769B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 16, 2007 |
| Grant date | Mar 1, 2011 |
| Priority date | — |
| Expiry date | Nov 28, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F2216/03
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.