Adjusting a ranking of information content of a software application based on feedback from a user

• US 10,410,628 B2
• Filed: 06/11/2018
• Issued: 09/10/2019
• Est. Priority Date: 06/23/2016
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Chan, Raymond, Podgorny, Igor A., Indyk, Benjamin
• Primary Examiner(s): Singh, Satwant K
• Application Number:
  US16/004,986
• Publication Number:
  US 20180293976A1
• Time in Patent Office: 456 Days
• Field of Search: None
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/683 using metadata automatically derived from the content
• CPC Class Codes: G10L 15/08 Speech classification or search
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: G10L 25/72 for transmitting results of analysis

Abstract

Techniques are disclosed for adjusting a ranking of information content of a software application based on feedback from a user. One embodiment presented herein includes a method comprising receiving, at a computing device, an audio stream comprising audio of the user, the audio being indicative of feedback related to information content. The method further comprises analyzing the audio stream for paralinguistic information to determine an attribute of the user. The method further comprises adjusting a ranking of the information content based on at least one of the feedback and additional feedback and the determined attribute of the user.

Claims

1. A computer-implemented method for adjusting a user experience of a software application, the method comprising:

receiving, at a computing device, an audio stream comprising audio of a user;

analyzing, by the computing device, the audio stream to determine an attribute of the user by extracting paralinguistic information from the audio stream and identifying the attribute;

identifying content of the audio stream based on a set of keywords;

determining a set of user interfaces based on the content of the audio stream;

selecting a user interface from the set of user interfaces to display to the user based on the attribute of the user; and

displaying the selected user interface at the computing device.

2. The computer-implemented method of claim 1, wherein the attribute of the user comprises at least one of:

a gender of the user, an age of the user, or an emotional state of the user.

3. The computer-implemented method of claim 1, wherein the set of user interfaces includes at least one of:

a feedback screen, an assisted support screen, a customer content screen, or a survey screen.

4. The computer-implemented method of claim 3, wherein based on the attribute of the user comprising a negative emotional state, displaying the assisted support screen that includes routing the user to assisted support.

5. The computer-implemented method of claim 3, wherein displaying the feedback screen includes requesting feedback from the user.

6. The computer-implemented method of claim 3, wherein displaying the survey screen includes displaying a survey from a set of surveys.

7. The computer-implemented method of claim 1, further comprising identifying the content in the audio stream by performing speech recognition.

8. A computing device for adjusting a user experience of a software application, the computing device comprising:

a memory; and

a processor configured to;

receive an audio stream comprising audio of a user;

analyze the audio stream to determine an attribute of the user by extracting paralinguistic information from the audio stream and identifying the attribute;

identify content of the audio stream based on a set of keywords;

determine a set of user interfaces based on the content of the audio stream;

select a user interface from the set of user interfaces to display to the user based on the attribute of the user; and

display the selected user interface.

9. The computing device of claim 8, wherein the attribute of the user comprises at least one of:

a gender of the user, an age of the user, or an emotional state of the user.

10. The computing device of claim 8, wherein the set of user interfaces includes at least one of a feedback screen, an assisted support screen, a customer content screen, or a survey screen.

11. The computing device of claim 10, wherein based on the attribute of the user comprising a negative emotional state, display the assisted support screen that includes routing the user to assisted support.

12. The computing device of claim 10, wherein the display of the feedback screen includes requesting feedback from the user.

13. The computing device of claim 10, wherein the display of the survey screen includes displaying a survey from a set of surveys.

14. The computing device of claim 8, wherein the processor is further configured to identify the content in the audio stream by performing speech recognition.

15. A non-transitory computer-readable medium comprising instructions that when executed by a computing device cause the computing device to perform a method for adjusting a user experience of a software application, the method comprising:

receiving, at a computing device, an audio stream comprising audio of a user;

analyzing, by the computing device, the audio stream to determine an attribute of the user by extracting paralinguistic information from the audio stream and identifying the attribute;

identifying content of the audio stream based on a set of keywords;

determining a set of user interfaces based on the content of the audio stream;

selecting a user interface from the set of user interfaces to display to the user based on the attribute of the user; and

displaying the selected user interface at the computing device.

16. The non-transitory computer-readable medium of claim 15, wherein the attribute of the user comprises at least one of:

a gender of the user, an age of the user, or an emotional state of the user.

17. The non-transitory computer-readable medium of claim 15, wherein the set of user interfaces includes at least one of:

a feedback screen, an assisted support screen, a customer content screen, or a survey screen.

18. The non-transitory computer-readable medium of claim 17, wherein based on the attribute of the user comprising a negative emotional state, displaying the assisted support screen that includes routing the user to assisted support.

19. The non-transitory computer-readable medium of claim 17, wherein displaying the feedback screen includes requesting feedback from the user.

20. The non-transitory computer-readable medium of claim 15, wherein the method further comprises identifying the content in the audio stream by performing speech recognition.