COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR MEASURING AND REPORTING BUSINESS INTELLIGENCE BASED ON COMMENTS COLLECTED FROM WEB PAGE USERS USING SOFTWARE ASSOCIATED WITH ACCESSED WEB PAGES

• US 20110022537A1
• Filed: 09/20/2010
• Published: 01/27/2011
• Est. Priority Date: 08/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: OpinionLab Incorporated (Verint Systems Incorporated)
• Inventors: Nickerson, Rand B., Treschl, Mark A.
• Granted Patent: US 8,538,790 B2
• Time in Patent Office: Days
• US Class Current: 705/347
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products

Abstract

According to one embodiment, a computer-implemented method for measuring and reporting business intelligence based on comments collected from web page users using software associated with accessed web pages includes: using a computer system, accessing a plurality of user comments collected from users of one or more web pages using feedback collection software that provides users who access a particular web page a viewable element through which to provide their comments regarding one or more aspects of a business associated with the particular web page; using a computer system, associating each of the plurality of collected user comments with one or more of a plurality of predefined business-related categories; and using a computer system, generating a report identifying, for each of the plurality of predefined business-related categories, one or more quantitative values derived from the collected user comments associated with that business-related category.

Claims

1. A computer-implemented method for measuring and reporting business intelligence based on comments collected from web page users using software associated with accessed web pages, comprising:

using a computer system, accessing a plurality of user comments collected from users of one or more web pages using feedback collection software that provides users who access a particular web page a viewable element through which to provide their comments regarding one or more aspects of a business associated with the particular web page;

using a computer system, associating each of the plurality of collected user comments with one or more of a plurality of predefined business-related categories; and

using a computer system, generating a report identifying, for each of the plurality of predefined business-related categories, one or more quantitative values derived from the collected user comments associated with that business-related category.

2. The method of claim 1, wherein the feedback collection software provides the viewable element in response to a user indicating a desire to provide page-specific feedback regarding a particular accessed web page while the particular accessed web page is viewable within a browser window.

3. The method of claim 2, wherein the collected user comments comprise page-specific feedback regarding particular accessed web pages in addition to one or more other aspects of the business associated with the particular accessed web pages.

4. The method of claim 1, wherein associating the collected user comments with the predefined business-related categories is performed automatically using a computer system in response to accessing the collected user comments.

5. The method of claim 1, wherein the plurality of predefined business-related categories comprises at least two categories selected from the group consisting of customer service, products, marketing, and sales.

6. The method of claim 1, wherein a quantitative value identified in the report for a particular predefined business-related category comprises the quantity of collected user comments associated with that business-related category.

7. The method of claim 1, further comprising, prior to associating the collected user comments with the predefined business related categories:

using a computer system to assign a rating selected from a plurality of available ratings to each collected user comment based on a subjective assessment of the collected user comment;

wherein a quantitative value identified in the report for a particular predefined business-related category comprises a quantity of collected user comments assigned to a particular rating.

8. The method of claim 7, wherein the report comprises a bar graph comprising a plurality of color-coded bars, each color-coded bar representing a corresponding one of the plurality of predefined business-related categories and each color representing a corresponding one of the plurality of available ratings.

9. The method of claim 7, wherein the plurality of available ratings comprises positive, negative, and neutral ratings.

10. (canceled)

11. (canceled)

12. (canceled)

13. A system for measuring and reporting business intelligence pertinent to a business, comprising software encoded in a computer readable medium and when executed using one or more processors operable to:

access a plurality of user comments collected from users of one or more web pages using feedback collection software that provides users who access a particular web page a viewable element through which to provide their comments regarding one or more aspects of a business associated with the particular web page;

associate each of the plurality of collected user comments with one or more of a plurality of predefined business-related categories; and

generate a report identifying, for each of the plurality of predefined business-related categories, one or more quantitative values derived from the collected user comments associated with that business-related category.

14. The system of claim 13, further comprising the feedback collection software that provides users who access a particular web page a viewable element through which to provide their comments regarding one or more aspects of a business associated with the particular web page.

15. The system of claim 14, wherein the feedback collection software provides the viewable element in response to a user indicating a desire to provide page-specific feedback regarding a particular accessed web page while the particular accessed web page is viewable within a browser window.

16. The system of claim 13, wherein the collected user comments comprise page-specific feedback regarding particular accessed web pages in addition to one or more other aspects of the business associated with the particular accessed web pages.

17. The system of claim 13, wherein the plurality of predefined business-related categories comprises at least two categories selected from the group consisting of customer service, products, marketing, and sales.

18. The system of claim 13, wherein a quantitative value identified in the report for a particular predefined business-related category comprises the quantity of collected user comments associated with that business-related category.

19. The system of claim 13, wherein:

the software is further operable to access an assigned rating selected from a plurality of available ratings for each collected user comment based on a subjective assessment of the collected user comment;

wherein a quantitative value identified in the report for a particular predefined business-related category comprises a quantity of collected user comments assigned to a particular rating.

20. The system of claim 19, wherein the report comprises a bar graph comprising a plurality of color-coded bars, each color-coded bar representing a corresponding one of the plurality of predefined business-related categories and each color representing a corresponding one of the plurality of available ratings.

21. The system of claim 20, wherein the plurality of available ratings comprises positive, negative, and neutral ratings.

22. (canceled)

23. (canceled)

24. (canceled)

25. A computer-implemented method for generating an electronically generated business intelligence report, comprising:

generating by a computer system a plurality of category indicators each identifying one of a plurality of predefined business-related categories; and

generating by a computer system a plurality of quantitative indicators identifying, for each of the plurality of predefined business-related categories, one or more quantitative values derived from user comments collected from users of one or more web pages using feedback collection software that provides users who access a particular web page a viewable element through which to provide their comments regarding one or more aspects of a business associated with the particular web page.

26. The method of claim 25, wherein the feedback collection software provides the viewable element in response to a user indicating a desire to provide page-specific feedback regarding a particular accessed web page while the particular accessed web page is viewable within a browser window.

27. The method of claim 25, wherein the plurality of predefined business-related categories comprises at least two categories selected from the group consisting of customer service, products, marketing, and sales.

28. The method of claim 25, wherein a quantitative value identified in the report for a particular predefined business-related category comprises the quantity of collected user comments associated with that business-related category.

29. The method of claim 25, wherein a quantitative value identified in the report for a particular predefined business-related category comprises a quantity of collected user comments assigned to a particular rating, the collected user comments being assigned to one of the plurality of available ratings based on a subjective assessment of each of the collected user comments.

30. The method of claim 29, further comprising generating a bar graph, the plurality of quantitative indicators comprising color-coded bars, each color-coded bar representing one of the plurality of predefined business-related categories, and each color representing one of the plurality of available ratings.

31. The method of claim 29, wherein the plurality of available ratings comprises positive, negative, and neutral ratings.

32. The method of claim 30, wherein the bar graph comprises a first half and a second half, the first half being separated from the second half by an axis of the graph.

33. The method of claim 32, wherein first half comprises a mirror-image of the second half.

34. The method of claim 32, wherein the first half comprises a first set of information and the second half comprises a second set of information, the first set of information being different than the second set of information.