US 11,734,330 B2
Processing unstructured voice of customer feedback for improving content rankings in customer support systems
Igor A. Podgorny, San Diego, CA (US); Warren Bartolome, Mountain View, CA (US); Kelvin Hung, Mountain View, CA (US); and Benjamin Indyk, San Diego, CA (US)
Assigned to INTUIT, INC., Mountain View, CA (US)
Filed by INTUIT INC., Mountain View, CA (US)
Filed on Feb. 25, 2020, as Appl. No. 16/800,159.
Application 16/800,159 is a continuation of application No. 15/094,653, filed on Apr. 8, 2016, granted, now 10,599,699.
Prior Publication US 2020/0250215 A1, Aug. 6, 2020
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 16/35 (2019.01); G06F 16/335 (2019.01); G06F 16/33 (2019.01)
CPC G06F 16/353 (2019.01) [G06F 16/337 (2019.01); G06F 16/3344 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for adjusting a ranking of information content of a software application having a content repository associated therewith and presented to a user based on voice-of-customer feedback, comprising:
receiving feedback regarding a content item selected from the content repository and presented to a user, the feedback including unstructured text content and structured feedback, the unstructured text content having at least one topic, each topic of the unstructured text content having a respective content type, and the structured feedback having a topic corresponding to a topic of the content item and a content type corresponding to a content type of the content item;
identifying, based on a probabilistic topic model generated from the content repository, at least one topic referenced in the unstructured text content;
determining, for each respective identified topic of the at least one identified topic, using metadata associated with the respective identified topic, a content type associated with the respective identified topic;
determining, for each respective identified topic of the at least one identified topic, whether the respective identified topic is related to a quality of the content item and whether the content type of the respective identified topic matches the content type of the content item;
for each identified topic of the at least one identified topic for which is it determined that the identified topic is related to the quality of the content item and that the content type of the identified topic matches the content type of the content item, applying a first weight to the structured feedback;
for each identified topic of the at least one identified topic for which it is determined that the identified topic is not related to the quality of the content item or that the content type of the identified topic does not match the content type of the content item, applying a weight of a one or more second weights having a value less than the first weight to the structured feedback;
ranking the content item based on the structured feedback, the first weight, and the one or more second weights; and
presenting on a user interface of another user a selection of search results that include the content item, wherein a position of the content item within the selection of search results is based on the ranking of the content item.