Modifying a System in Response to Indications of User Frustration

• US 20100082516A1
• Filed: 09/29/2008
• Published: 04/01/2010
• Est. Priority Date: 09/29/2008
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Muniswamy-Reddy, Kiran-Kumar, Duh, Kevin K., Basu, Sumit, Dunagan, John D.
• Application Number:
  US12/239,886
• Publication Number:
  US 20100082516A1
• Time in Patent Office: Days
• US Class Current: 706/47
• CPC Class Codes: G05B 13/048 using a predictor
• CPC Class Codes: G06N 20/10 using kernel methods, e.g. support vector machines [SVM]
• CPC Class Codes: G06N 3/02 Neural networks
• CPC Class Codes: G06N 5/01 Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound
• CPC Class Codes: G06N 5/02 Knowledge representation; Symbolic representation
• CPC Class Codes: G06N 7/01 Probabilistic graphical models, e.g. probabilistic networks
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

An illustrative frustration processing system modifies the operation of a target system to improve its performance. In one case, the frustration processing system receives express indications that a user is frustrated in the course of interacting with the target system. The frustration processing system responds to these indications by modifying the operation of the target system to reduce the likelihood that the user will be frustrated in the future. The frustration processing system can modify the operation of the target system by applying a policy to the target system. The policy, in turn, is created using a prediction model. The prediction model predicts when a user is likely to be frustrated based on the user'"'"'s prior indications of frustration.

Claims

1. A method for modifying operation of a target system using electronic data processing functionality, comprising:

receiving an indication that a user is frustrated as the user interacts with the target system; and

modifying the operation of the target system in response to said receiving of the indication, so as to reduce a likelihood of future user frustration.

2. The method of claim 1, wherein said receiving of the indication comprises receiving an input from the user when the user is frustrated.

3. The method of claim 2, further comprising storing a frustration event item in response to the user'"'"'s input.

4. The method of claim 3, further comprising storing features that characterize operation of the target system over a span of time.

5. The method of claim 4, further comprising creating a prediction model based on a collection of stored frustration event items and stored features, wherein the prediction model predicts whether the user will be frustrated or not as a function of a set of features that characterize actual or hypothetical operation of the target system.

6. The method of claim 5, wherein said modifying of the operation of the target system comprises:

using the prediction model to determine a policy that is likely to reduce the future frustration of the user; and

applying the policy to the target system.

7. The method of claim 6, wherein the policy is determined by analyzing a plurality of candidate policies using the prediction model and selecting a policy that is determined to most appropriately reduce the future frustration of the user.

8. The method of claim 6, further comprising assessing whether the policy that has been applied actually reduces the future frustration of the user, and, if the policy does not reduce the future frustration of the user, determining and applying another policy.

9. A computer-readable medium for storing computer-readable instructions, the computer-readable instructions providing a frustration processing system when executed by one or more processing devices, the computer-readable instructions comprising:

logic configured to store features that characterize operation of the target system over a span of time;

logic configured to store a plurality of frustration event items, each frustration event item associated with a receipt of an input from a user that indicates that the user is frustrated as the user interacts with the target system;

logic configured to create a prediction model based on the stored frustration event items and the stored features, wherein the prediction model predicts whether the user will be frustrated or not as a function of a set of features that characterize actual or hypothetical operation of the target system;

logic configured to determine a policy using the prediction model that is likely to reduce future frustration of the user; and

logic configured to apply the policy to the target system to modify operation of the target system in a manner specified by the policy.

10. The computer readable medium of claim 9, wherein said logic configured to determine the policy is configured to determine the policy by analyzing a plurality of candidate policies using the prediction model and selecting a policy that is determined to most appropriately reduce the future frustration of the user.

11. A frustration processing system for modifying operation of a target system, comprising:

a prediction module configured to apply a prediction model, the prediction model being configured to predict whether the user will be frustrated or not as a function of a set of features that characterize actual or hypothetical operation of the target system; and

a policy selection module configured to use the prediction model to determine a policy that is likely to reduce future frustration of the user.

12. The frustration processing system of claim 11, wherein the target system is an operating system implemented by a local computing system.

13. The frustration processing system of claim 11, wherein at least part of the target system is a network-accessible resource.

14. The frustration processing system of claim 11, further comprising:

a frustration event collection module configured to collect frustration event items, each frustration event item associated with receipt of an input from a user that indicates that the user is frustrated as the user interacts with the target system; and

a feature collection module configured to collect features that characterize operation of the target system over a span of time,

wherein the prediction model is based on the collected frustration event items and the collected features.

15. The frustration processing system of claim 14, wherein the feature collection module is configured to collect features from a plurality of monitoring modules that monitor different performance aspects of the target system.

16. The frustration processing system of claim 14, wherein the feature collection module is configured to collect features associated with a plurality of processes being performed by the target system, each process being associated with one or more features.

17. The frustration processing system of claim 11, wherein the policy selection module is configured to determine the policy by analyzing a plurality of candidate policies using the prediction model and selecting a policy that is determined to most appropriately reduce the future frustration of the user.

18. The frustration processing system of claim 11, wherein the prediction module includes a policy hint module configured to provide a suggestion to the policy selection module for use by the policy selection module in selecting an appropriate policy.

19. The frustration processing system of claim 11, wherein the policy that is determined by the policy selection module is based on frustration event items associated with frustration experienced by a single user as the single user interacts with the target system.

20. The frustration processing system of claim 11, wherein the policy that is determined by the policy selection module is, at least in part, based on frustration event items associated with frustration experienced by plural users as the users interact with the target system.