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Systems and methods for website improvement

  • US 10,558,718 B2
  • Filed: 11/03/2015
  • Issued: 02/11/2020
  • Est. Priority Date: 11/03/2015
  • Status: Active Grant
First Claim
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1. A method for using evaluation of intent to improve an online support website, comprising:

  • storing in computer memory page text and input text from web pages viewed by a user;

    using a processor to generate a word set from the page text and input text;

    generating a total number of occurrences of a particular word in the page text and input text by subtracting negative scored words for the particular word from other occurrences of the particular word within the page text and input text;

    storing the total number of occurrences of the particular word in the word set;

    transforming the word set to removing stop words and to perform word transformations;

    normalizing nouns to one form and verbs to a single tense, person, and voice;

    performing latent dirichlet allocation modeling on the word set to evaluate user intent, wherein the evaluation of user intent includes determining one or more user intents based on the latent dirichlet allocation modeling;

    redetermining intent after additional page visits and refining the recommendations based on the redetermined intent, wherein the redetermined intent includes identifying topics associated with the additional page visits and the refined recommendations are based on the topics;

    ranking the one or more user intents according to a probability of the one or more user intents;

    selecting one of the user intents based on the ranking of the one or more user intents; and

    providing support pages likely to help with a problem the user is experiencing to the user based on the user intent.

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