Method and system for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a question and answer customer support system
First Claim
1. A computer-implemented method for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a question and answer customer support system, the method comprising:
- receiving, with a computing system, submission content from a user through a user interface for the question and answer customer support system;
applying, in real-time while portions of the submission content are being received, a probabilistic topic model to the submission content to determine submission content topics and submission content statistics;
generating customer support content at least partially based on the submission content topics and at least partially based on the submission content statistics, to facilitate use of the question and answer customer support system by the user, the generated customer support content including recommendations for modifying question content that is received in the submission content and recommendations for modifying answer content that is received in the submission content; and
providing the customer support content to the user through the user interface, in response to receiving the submission content from the user through the user interface, the provided customer support content including populated new customer support content including real-time recommendations for improving the quality and/or the popularity of the question content, the populated content further including a real-time question quality indicator and a real-time question popularity indicator.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and system applies a probabilistic topic model to content in a tax environment to improve user satisfaction with a question and answer customer support system, according to one embodiment. The probabilistic topic model may be the Latent Dirichlet allocation algorithm or other implementations of probabilistic topic models, according to various embodiments. The method and system include receiving submission content from a user, according to one embodiment. The method and system include applying a probabilistic topic model to the submission content to determine submission content topics and submission content statistics, according to one embodiment. The method and system include generating and providing customer support content at least partially based on the submission content topics and at least partially based on the submission content statistics, to facilitate use of the question and answer customer support system by the user, according to one embodiment.
-
Citations
40 Claims
-
1. A computer-implemented method for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a question and answer customer support system, the method comprising:
-
receiving, with a computing system, submission content from a user through a user interface for the question and answer customer support system; applying, in real-time while portions of the submission content are being received, a probabilistic topic model to the submission content to determine submission content topics and submission content statistics; generating customer support content at least partially based on the submission content topics and at least partially based on the submission content statistics, to facilitate use of the question and answer customer support system by the user, the generated customer support content including recommendations for modifying question content that is received in the submission content and recommendations for modifying answer content that is received in the submission content; and providing the customer support content to the user through the user interface, in response to receiving the submission content from the user through the user interface, the provided customer support content including populated new customer support content including real-time recommendations for improving the quality and/or the popularity of the question content, the populated content further including a real-time question quality indicator and a real-time question popularity indicator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
-
-
18. A non-transitory computer-readable medium having instructions which, when executed by one or more computer processors, perform a method for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a question and answer customer support system, the instructions including:
-
a customer support content database configured to maintain existing submission content to support operations for a question and answer customer support system; an analytics module configured to apply, in real-time while portions of the submission content are being received, a probabilistic topic model to new submission content to generate new customer support content, the generated customer support content including recommendations for modifying question content that is received in the submission content and recommendations for modifying answer content that is received in the submission content, wherein the new customer support content is at least partially based on submission content topics and submission content topics statistics that are generated by the probabilistic topic model from the new submission content; and a customer support engine configured to receive new submission content from a user, to update the existing submission content in the customer support content database with the new submission content, to provide the new submission content to the analytics module, and to receive customer support content from the analytics module that is at least partially based on the new submission content provided to the analytics module, the received customer support content including populated new customer support content including real-time recommendations for improving the quality and/or the popularity of the question content, the populated content further including a real-time question quality indicator and a real-time question popularity indicator. - View Dependent Claims (19, 20, 21, 22, 23)
-
-
24. A system for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a 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 a process for applying probabilistic topic models to content in a tax environment, the process including; receiving, with a computing system, submission content from a user through a user interface for the question and answer customer support system; applying, in real-time while portions of the submission content are being received, a probabilistic topic model to the submission content to determine submission content topics and submission content statistics; generating customer support content at least partially based on the submission content topics and at least partially based on the submission content statistics, to facilitate use of the question and answer customer support system by the user, the generated customer support content including recommendations for modifying question content that is received in the submission content and recommendations for modifying answer content that is received in the submission content; and providing the customer support content to the user through the user interface, in response to receiving the submission content from the user through the user interface, the provided customer support content including populated new customer support content including real-time recommendations for improving the quality and/or the popularity of the question content, the populated content further including a real-time question quality indicator and a real-time question popularity indicator. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
-
Specification