Method and system for facilitating the production of answer content from a mobile device for a question and answer based customer support system

• US 10,134,050 B1
• Filed: 04/29/2015
• Issued: 11/20/2018
• Est. Priority Date: 04/29/2015
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Hung, Kelvin, Podgorny, Igor A., Cannon, Matthew
• Primary Examiner(s): Jeanty, Romain
• Application Number:
  US14/699,072
• Time in Patent Office: 1,301 Days
• Field of Search: 705 732
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 40/123 Tax preparation or submission

Abstract

Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by pre-submission parsing and analysis of the attributes of the question before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. The user interface for the mobile device is configured/customized based on the attributes/content/analysis of the question to enable customer support personnel to more quickly respond to question submissions.

Claims

1. A method for facilitating use of mobile devices to respond to questions submitted to a question and answer customer support system, to improve a rate of response to the questions by customer support personnel, the method comprising:

training, using a computing system, predictive models using historical question and answer data, the training resulting in at least one predictive model configured to estimate, based on a received question, an expected answer length, determine whether an answer to the question is likely to include a web link, and determine whether a question answerer is more likely than not to have to perform research in order to answer the question;

receiving, with a computing system having a processor and a memory, a first question from a user having a first type;

determining that the received question is a first type of question and forming and sending a response to the user with recommendations for the user to reform the question into a different type;

receiving a reformed first question from the user, the reformed question being the first question transformed into a second type of question;

analyzing, using the one or more predictive models, the reformed first question with a question and answer customer support system of the computing system by

determining one or more attributes of the reformed first question and determining that the reformed first question is a mobile device answerable question, because one or more of the determined one or more attributes of the reformed first question satisfy one or more mobile device question criteria;

prioritizing, using the computing system, the answering of the reformed first question over the answering of questions that are not mobile device answerable questions;

configuring multiple user interface elements, at least partially based on the one or more attributes of the reformed first question by at least prepopulating the user interface elements to include at least one proposed answer to the reformed first question; and

providing the user interface elements with the question and answer customer support system for display in a user interface on the mobile device of a first question answerer.

2. The method of claim 1, wherein the first question answerer is an expert user of the question and answer customer support system.

3. The method of claim 2, wherein first question answerer is a volunteer who does not receive payment from a service provider that provides the question and answer customer support system.

4. The method of claim 1, wherein the attributes of the question include one or more of subject matter, type, format, predicted length of the response to the question, and potential responses for the question.

5. The method of claim 4, wherein the subject matter of the question includes one or more of content related to the software system and content related to filing tax returns,

wherein the type of the question includes one of an open-ended question and a closed-ended question,

wherein the format of the question includes one of a binary choice, a multiple choice, a factoid, and an open-ended response.

6. The method of claim 4, wherein the attributes of the question include whether the response to the question is predicted to include a web link and whether the response to the question is predicted to involve research by the one or more support personnel.

7. The method of claim 1, wherein configuring the multiple user interface elements includes pre-populating response buttons within the user interface with potential answers to the question to enable the one or more support personnel to generate the response by selecting one or more of the response buttons.

8. The method of claim 1, wherein the one or more criteria include:

the response to the question being predicted, by the question and answer customer support system, to be under a predetermined length;

the response to the question being predicted, by the question and answer customer support system, to not include a web link; and

the response to the question being predicted, by the question and answer customer support system, to not include research by the one or more support personnel formulating the response.

9. The method of claim 8 wherein the predetermined length is 160 characters.

10. The method of claim 1, wherein the question and answer customer support system is a component of a software system selected from a group of software systems consisting of:

a computing system implemented tax preparation software system;

a network accessed tax preparation software system;

a web-based tax preparation software system;

a cloud-based tax preparation software system;

a computing system implemented business management software system;

a network accessed business management software system;

a web-based business management software system;

a cloud-based business management software system;

a computing system implemented accounting software system;

a network accessed accounting software system;

a web-based accounting software system;

a cloud-based accounting software system;

a computing system implemented financial management system;

a network accessed financial management system;

a web-based financial management system; and

a cloud-based financial management system.

11. The method of claim 1, wherein the question and answer based customer support system includes a web-based question and answer forum associated with at least one of the software system and an area of endeavor of the software system.

12. The method of claim 1, wherein the question and answer based customer support system includes a customer support question and answer database, the customer support question and answer database including question and answer data representing one or more questions submitted by asking users of the software system and the answers to those questions provided by the one or more support personnel, wherein the question and answer data in the customer support question and answer database can be searched and accessed by searching users of the software system.

13. The method of claim 1 wherein determining that the reformed first question is a mobile device answerable question includes searching the question for “

Who”

question formats, “

What”

question formats, “

When”

question formats, “

Where”

question formats, and “

How”

question formats to predict a length of the response to the question.

14. The method of claim 1 further comprising:

training a predictive model with one or more of;

user historical data associated with interactions between one or more users and the question and answer customer support system;

user profile data associated with user interaction with the software system; and

feedback data received in response to the one or more support personnel reviewing questions from the question and answer based customer support system.

15. The method of claim 1, wherein the question and answer customer support system delivers the user interface elements to the mobile device to enable the mobile device to integrate the user interface elements into a mobile user interface provided to the user with a mobile application.

16. The method of claim 15, wherein the mobile application is one of a mobile web browser and a native mobile application.

17. A system for facilitating use of mobile devices to respond to questions submitted to a question and answer customer support system, to reduced unanswered questions maintained in the question and answer customer support system, the system comprising:

at least one processor; and

at least one memory coupled to the at least one processor, the at least one memory having stored therein instructions which, when executed by any set of the one or more processors, perform;

training, using a computing system, predictive models using historical question and answer data, the training resulting in at least one predictive model configured to estimate, based on a received question, an expected answer length, determine whether an answer to the question is likely to include a web link, and determine whether a question answerer is more likely than not to have to perform research in order to answer the question;

receiving, with a computing system having a processor and a memory, a first question from a user having a first type;

determining that the received question is a first type of question and forming and sending a response to the user with recommendations for the user to reform the question into a different type;

receiving a reformed first question from the user, the reformed question being the first question transformed into a second type of question;

analyzing, using the one or more predictive models, the reformed first question with a question and answer customer support system of the computing system by determining one or more attributes of the reformed first question and determining that the reformed first question is a mobile device answerable question, because one or more of the determined one or more attributes of the reformed first question satisfy one or more mobile device question criteria;

prioritizing, using the computing system, the answering of the reformed first question over the answering of questions that are not mobile device answerable questions;

configuring multiple user interface elements, at least partially based on the one or more attributes of the reformed first question by at least prepopulating the user interface elements to include at least one proposed answer to the reformed first question; and

providing the user interface elements with the question and answer customer support system for display in a user interface on the mobile device of a first question answerer.

18. The system of claim 17, wherein the first question answerer is an expert user of the question and answer customer support system and is a volunteer.

19. The system of claim 17, wherein the attributes of the question include one or more of subject matter, type, format, predicted length of the response to the question, and potential responses for the question.

20. The system of claim 19, wherein the subject matter of the question includes one or more of content related to the software system and content related to filing tax returns,

wherein the type of the question includes one of an open-ended question and a closed-ended question,

wherein the format of the question includes one of a binary choice, a multiple choice, a factoid, and an open-ended response.

21. The system of claim 19, wherein the attributes of the question include whether the response to the question is predicted to include a web link and whether the response to the question is predicted to involve research by the one or more support personnel.

22. The system of claim 17, wherein configuring the multiple user interface elements includes pre-populating response buttons within the user interface with potential answers to the question to enable the one or more support personnel to generate the response by selecting one or more of the response buttons.

23. The system of claim 17, wherein the one or more criteria include:

the response to the question being predicted, by the question and answer customer support system, to be under a predetermined length;

the response to the question being predicted, by the question and answer customer support system, to not include a web link; and

the response to the question being predicted, by the question and answer customer support system, to not include research by the one or more support personnel formulating the response.

24. The system of claim 23 wherein the predetermined length is 160 characters.

25. The system of claim 17, wherein the question and answer customer support system is a component of a software system selected from a group of software systems consisting of:

a computing system implemented tax preparation software system;

a network accessed tax preparation software system;

a web-based tax preparation software system;

a cloud-based tax preparation software system;

a computing system implemented business management software system;

a network accessed business management software system;

a web-based business management software system;

a cloud-based business management software system;

a computing system implemented accounting software system;

a network accessed accounting software system;

a web-based accounting software system;

a cloud-based accounting software system;

a computing system implemented financial management system;

a network accessed financial management system;

a web-based financial management system; and

a cloud-based financial management system.

26. The system of claim 17, wherein determining that the reformed first question is a mobile device answerable question includes searching the question for “

Who”

question formats, “

What”

question formats, “

When”

question formats, “

Where”

question formats, and “

How”

question formats to predict a length of the response to the question.

27. The system of claim 17, further comprising:

training the predictive model with one or more of;

user historical data associated with interactions between one or more users and the question and answer customer support system;

user profile data associated with user interaction with the software system; and

feedback data received in response to the one or more support personnel reviewing questions from the question and answer based customer support system.

28. The system of claim 17, wherein the question and answer customer support system delivers the user interface elements to the mobile device to enable the mobile device to integrate the user interface elements into a mobile user interface provided to the user with a mobile application.