Obtaining and analyzing user physiological data to determine whether a user would benefit from user support

• US 10,332,122 B1
• Filed: 07/27/2015
• Issued: 06/25/2019
• Est. Priority Date: 07/27/2015
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Engstrom, Garron, Eftekhari, Amir, Jose, Ann Catherine, Kaasila, Erik, Gizdarski, Konstantin
• Primary Examiner(s): Chen, Alan
• Application Number:
  US14/810,393
• Time in Patent Office: 1,429 Days
• CPC Class Codes: A61B 5/024 Detecting, measuring or recording pulse rate or heart rate A61B5/0205, A61B5/021 take precedence
• CPC Class Codes: A61B 5/165 Evaluating the state of mind, e.g. depression, anxiety
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]

Abstract

A user'"'"'s physiological status is monitored and the resulting physiological status data is obtained and analyzed to determine whether a user would benefit from user support intervention. If it is determined that the user would benefit from intervention, an intervention notification is provided to a user support service. The user support service may then provide dynamic and responsive user support. To provide effective, efficient user support, different types of user support can be provided to the user.

Claims

1. A method for using physiological status data to determine whether a user would benefit from user support intervention comprising:

defining one or more types of user physiological status data to be obtained and analyzed;

defining threshold parameters for the defined one or more types of user physiological status data to be obtained and analyzed;

generating threshold parameter data representing the defined threshold parameters for the defined one or more types of user physiological status data to be obtained and analyzed;

storing the threshold parameter data in a partitioned threshold parameter data section of a memory device and/or system;

monitoring one or more user support events associated with providing support to a user, the monitored user support event being a human-software interaction being undertaken by the user, the human-software interaction including a data entry event being performed by the user;

generating known user support event data;

obtaining user physiological status data associated with the user, the obtained user physiological status data being one or more of the defined one or more types of user physiological status data, the obtained user physiological status data including data acquired from measuring the user'"'"'s eye rotation;

analyzing the obtained user physiological status data, the threshold parameter data associated with the one or more types of obtained user physiological status data, and the known user support event data;

determining, based at least in part on the analysis of the obtained user physiological status data, the threshold parameter data associated with the one or more types of obtained user physiological status data, and the known user support event data, whether the user would benefit from intervention; and

providing, upon a determination that the user would benefit from intervention, an intervention notice to a user support service.

2. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the user physiological status data is obtained via at least one or more of the following:

a wearable computing system;

a server computing system;

a workstation;

a desktop computing system;

a mobile computing system;

a database system or storage cluster;

a virtual asset;

a hardware system;

or

a communications system.

3. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the user physiological status data includes one or more of the following:

data acquired from the user'"'"'s own characterization of the user'"'"'s emotional state;

data acquired from the user'"'"'s own characterization of the user'"'"'s physical state;

data acquired from historical user data;

data acquired from a segment of users having characteristics comparable to the user;

data acquired from measuring the user'"'"'s heartbeat;

data acquired from measuring the user'"'"'s perspiration;

data acquired from measuring the user'"'"'s respiration;

data acquired from measuring the user'"'"'s oxygen saturation;

data acquired from measuring the user'"'"'s blood pressure;

data acquired from measuring the user'"'"'s skin temperature;

data acquired from measuring the user'"'"'s muscle tension;

data acquired from measuring the user'"'"'s neural activity;

data acquired from measuring the user'"'"'s eye blinking;

data acquired from measuring the user'"'"'s facial expression;

data acquired from measuring the user'"'"'s voice and/or speech;

data acquired from measuring the user'"'"'s skin color and/or changes in the user'"'"'s skin color;

or

data acquired from measuring the user'"'"'s interactions with hardware associated with a software system.

4. The method for using user physiological status data to determine whether a user would benefit from user support intervention of claim 1, further comprising determining an emotional state of the user based, at least in part, on the analysis of the obtained user physiological status data and the threshold parameter data associated with the one or more types of obtained user physiological status data.

5. The method for using user physiological status data to determine whether a user would benefit from user support intervention of claim 4, wherein the user'"'"'s emotional state includes at least one or more of the following:

a tense user emotional state;

a nervous user emotional state;

a stressed user emotional state;

an upset user emotional state;

a frustrated user emotional state;

a happy user emotional state or happiness;

a sad user emotional state or sadness;

a surprised user emotional state or surprise;

a fearful user emotional state or fear;

a disgusted user emotional state or disgust;

an angry user emotional state or anger;

a depressed user emotional state;

a bored user emotional state;

a fatigued user emotional state;

an alert user emotional state;

an excited user emotional state;

an elated user emotional state;

a happy user emotional state;

a contented user emotional state;

a serene user emotional state;

a relaxed user emotional state;

or

a calm user emotional state.

6. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed are defined based on user physiological status data associated with a general population.

7. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 6, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed includes at least one or more of the following:

a heart rate threshold parameter associated with a user'"'"'s heartbeat;

a heart rate variability level threshold parameter associated with a user'"'"'s heartbeat;

a scan path threshold parameter associated with a user'"'"'s eye rotation;

a fixation period threshold parameter associated with a user'"'"'s eye rotation;

a skin conductance level threshold parameter associated with a user'"'"'s perspiration;

a respiration rate threshold parameter associated with a user'"'"'s respiration;

an oxygen saturation level threshold parameter associated with a user'"'"'s oxygen saturation;

a blood pressure level threshold parameter associated with a user'"'"'s blood pressure;

a skin temperature threshold parameter associated with a user'"'"'s skin temperature;

a muscle tension level threshold parameter associated with a user'"'"'s muscle tension;

a neural activity level threshold parameter associated with a user'"'"'s neural activity;

an eye blink rate threshold parameter associated with a user'"'"'s eye blinking;

a facial muscle movement threshold parameter associated with a user'"'"'s facial expression;

an acoustic characteristics threshold parameter associated with a user'"'"'s voice and/or speech;

a contact pressure threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system;

or

a contact rate threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system.

8. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed are customized based on user physiological status profile data associated with a specific user.

9. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 8, wherein the one or more threshold parameters include at least one or more of the following:

a heart rate threshold parameter associated with the user'"'"'s heartbeat;

a heart rate variability level threshold parameter associated with the user'"'"'s heartbeat;

a scan path threshold parameter associated with the user'"'"'s eye rotation;

a fixation period threshold parameter associated with the user'"'"'s eye rotation;

a skin conductance level threshold parameter associated with the user'"'"'s perspiration;

a respiration rate threshold parameter associated with the user'"'"'s respiration;

an oxygen saturation level threshold parameter associated with the user'"'"'s oxygen saturation;

a blood pressure level threshold parameter associated with the user'"'"'s blood pressure;

a skin temperature threshold parameter associated with the user'"'"'s skin temperature;

a muscle tension level threshold parameter associated with the user'"'"'s muscle tension;

a physical activity threshold parameter associated with the user'"'"'s physical activity;

a neural activity level threshold parameter associated with the user'"'"'s neural activity;

an eye blink rate threshold parameter associated with the user'"'"'s eye blinking;

a facial muscle movement threshold parameter associated with the user'"'"'s facial expression;

an acoustic characteristics threshold parameter associated with the user'"'"'s voice and/or speech;

a contact pressure threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system;

a user'"'"'s skin color and/or change in the user'"'"'s skin color threshold parameter;

or

a contact rate threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system.

10. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the user support event includes, but is not limited to, at least one or more of the following user support events:

interview questions are presented to the user;

content or topics of the interview questions are presented to the user;

a font size is used while information is presented to the user;

a description length is used while information is presented to the user;

a theme is presented to the user;

an icon type is displayed to the user;

a type of interface format is presented to the user;

an interface display is presented to the user;

an image is displayed to the user;

assistance resources are listed and/or recommended to the user;

user recommendations are presented to the user;

backgrounds are presented to the user;

background audio is presented to the user;

avatars and/or icons are presented to the user;

highlighting mechanisms are used and highlighted components are presented to the user;

support mechanisms are presented to the user;

or

supplemental actions and recommendations are presented to the user.

11. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, further comprising intervening on behalf of the user, wherein intervening includes at least one or more of the following intervention mechanisms:

a pop-up display;

a graphic display;

a text message;

an e-mail message;

a phone call or message;

an instant message;

or

a printed message.

12. The method for using physiological status data to determine whether a user would benefit from user support intervention of claim 1, wherein the user support service is at least one or more of the following:

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;

or

a cloud-based financial management system.

13. A computer program product for using physiological status data to determine whether a user would benefit from user support intervention comprising:

a nontransitory computer readable medium; and

computer program code, encoded on the computer readable medium, comprising computer readable instructions which when executed on one or more processors perform a process including;

defining one or more types of user physiological status data to be obtained and analyzed;

defining threshold parameters for the defined one or more types of user physiological status data to be obtained and analyzed;

generating threshold parameter data representing the defined threshold parameters for the defined one or more types of user physiological status data to be obtained and analyzed;

storing the threshold parameter data in a partitioned threshold parameter data section of a memory device and/or system;

monitoring one or more user support events associated with providing support to a user, the monitored user support event being a human-software interaction being undertaken by the user, the human-software interaction including a data entry event being performed by the user;

generating known user support event data;

obtaining user physiological status data associated with the user, the obtained user physiological status data being one or more of the defined one or more types of user physiological status data, the obtained user physiological status data including data acquired from measuring the user'"'"'s eye rotation;

analyzing the obtained user physiological status data, the threshold parameter data associated with the one or more types of obtained user physiological status data, and the known user support event data;

determining, based at least in part on the analysis of the obtained user physiological status data, the threshold parameter data associated with the one or more types of obtained user physiological status data, and the known user support event data, whether the user would benefit from intervention; and

providing, upon a determination that the user would benefit from intervention, an intervention notice to a user support service.

14. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the user physiological status data is obtained via at least one or more of the following:

a wearable computing system;

a server computing system;

a workstation;

a desktop computing system;

a mobile computing system;

a database system or storage cluster;

a virtual asset;

a hardware system;

or

a communications system.

15. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the user physiological status data includes one or more of the following:

data acquired from the user'"'"'s own characterization of the user'"'"'s emotional state;

data acquired from the user'"'"'s own characterization of the user'"'"'s physical state;

data acquired from historical user data;

data acquired from a segment of users having characteristics comparable to the user;

data acquired from measuring the user'"'"'s heartbeat;

data acquired from measuring the user'"'"'s perspiration;

data acquired from measuring the user'"'"'s respiration;

data acquired from measuring the user'"'"'s oxygen saturation;

data acquired from measuring the user'"'"'s blood pressure;

data acquired from measuring the user'"'"'s skin temperature;

data acquired from measuring the user'"'"'s muscle tension;

data acquired from measuring the user'"'"'s neural activity;

data acquired from measuring the user'"'"'s eye blinking;

data acquired from measuring the user'"'"'s facial expression;

data acquired from measuring the user'"'"'s voice and/or speech;

data acquired from measuring the user'"'"'s skin color and/or changes in the user'"'"'s skin color;

or

data acquired from measuring the user'"'"'s interactions with hardware associated with a software system.

16. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, further comprising determining an emotional state of the user based, at least in part, on the analysis of the obtained user physiological status data and the threshold parameter data associated with the one or more types of obtained user physiological status data.

17. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 16, wherein the user'"'"'s emotional state includes at least one or more of the following:

a tense user emotional state;

a nervous user emotional state;

a stressed user emotional state;

an upset user emotional state;

a frustrated user emotional state;

a happy user emotional state or happiness;

a sad user emotional state or sadness;

a surprised user emotional state or surprise;

a fearful user emotional state or fear;

a disgusted user emotional state or disgust;

an angry user emotional state or anger;

a depressed user emotional state;

a bored user emotional state;

a fatigued user emotional state;

an alert user emotional state;

an excited user emotional state;

an elated user emotional state;

a happy user emotional state;

a contented user emotional state;

a serene user emotional state;

a relaxed user emotional state;

or

a calm user emotional state.

18. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed are defined based on user physiological status data associated with a general population.

19. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 18, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed includes at least one or more of the following:

a heart rate threshold parameter associated with a user'"'"'s heartbeat;

a heart rate variability level threshold parameter associated with a user'"'"'s heartbeat;

a scan path threshold parameter associated with a user'"'"'s eye rotation;

a fixation period threshold parameter associated with a user'"'"'s eye rotation;

a skin conductance level threshold parameter associated with a user'"'"'s perspiration;

a respiration rate threshold parameter associated with a user'"'"'s respiration;

an oxygen saturation level threshold parameter associated with a user'"'"'s oxygen saturation;

a blood pressure level threshold parameter associated with a user'"'"'s blood pressure;

a skin temperature threshold parameter associated with a user'"'"'s skin temperature;

a muscle tension level threshold parameter associated with a user'"'"'s muscle tension;

a neural activity level threshold parameter associated with a user'"'"'s neural activity;

an eye blink rate threshold parameter associated with a user'"'"'s eye blinking;

a facial muscle movement threshold parameter associated with a user'"'"'s facial expression;

an acoustic characteristics threshold parameter associated with a user'"'"'s voice and/or speech;

a contact pressure threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system;

or

a contact rate threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system.

20. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the one or more threshold parameters for each defined type of user physiological status data to be obtained and analyzed are customized based on user physiological status profile data associated with a specific user.

21. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 20, wherein the one or more threshold parameters include at least one or more of the following:

a heart rate threshold parameter associated with the user'"'"'s heartbeat;

a heart rate variability level threshold parameter associated with the user'"'"'s heartbeat;

a scan path threshold parameter associated with the user'"'"'s eye rotation;

a fixation period threshold parameter associated with the user'"'"'s eye rotation;

a skin conductance level threshold parameter associated with the user'"'"'s perspiration;

a respiration rate threshold parameter associated with the user'"'"'s respiration;

an oxygen saturation level threshold parameter associated with the user'"'"'s oxygen saturation;

a blood pressure level threshold parameter associated with the user'"'"'s blood pressure;

a skin temperature threshold parameter associated with the user'"'"'s skin temperature;

a muscle tension level threshold parameter associated with the user'"'"'s muscle tension;

a physical activity threshold parameter associated with the user'"'"'s physical activity;

a neural activity level threshold parameter associated with the user'"'"'s neural activity;

an eye blink rate threshold parameter associated with the user'"'"'s eye blinking;

a facial muscle movement threshold parameter associated with the user'"'"'s facial expression;

an acoustic characteristics threshold parameter associated with the user'"'"'s voice and/or speech;

a contact pressure threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system;

a user'"'"'s skin color and/or change in the user'"'"'s skin color threshold parameter;

or

a contact rate threshold parameter associated with the user'"'"'s interactions with hardware associated with a software system.

22. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the user support event includes, but is not limited to, at least one or more of the following user support events:

interview questions are presented to the user;

content or topics of the interview questions are presented to the user;

a font size is used while information is presented to the user;

a description length is used while information is presented to the user;

a theme is presented to the user;

an icon type is displayed to the user;

a type of interface format is presented to the user;

an interface display is presented to the user;

an image is displayed to the user;

assistance resources are listed and/or recommended to the user;

user recommendations are presented to the user;

backgrounds are presented to the user;

background audio is presented to the user;

avatars and/or icons are presented to the user;

highlighting mechanisms are used and highlighted components are presented to the user;

support mechanisms are presented to the user;

or

supplemental actions and recommendations are presented to the user.

23. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, further comprising intervening on behalf of the user, wherein intervening includes at least one or more of the following intervention mechanisms:

a pop-up display;

a graphic display;

a text message;

an e-mail message;

a phone call or message;

an instant message;

or

a printed message.

24. The computer program product for using physiological status data to determine whether a user would benefit from user support intervention of claim 13, wherein the user support service is at least one or more of the following:

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;

or

a cloud-based financial management system.