SURVEY MANAGEMENT SYSTEMS AND METHODS WITH NATURAL LANGUAGE SUPPORT

• US 20150206156A1
• Filed: 01/20/2014
• Published: 07/23/2015
• Est. Priority Date: 01/20/2014
• Status: Abandoned Application

• Current Assignee: Vital Insights, Inc.
• Original Assignee: Vital Insights, Inc.
• Inventors: Tryfon, Jason, Oosterhuis, Samuel
• Application Number:
  US14/159,433
• Publication Number:
  US 20150206156A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

Systems and methods for processing natural language survey responses are provided herein. Methods may include providing to a client a survey that comprises questions which are designed to elicit responses from a customer regarding customer satisfaction with a product, service, or provider, wherein the survey includes a graphical user interface for displaying the questions, the GUI comprising a speech input interface for at least one question, receiving from a client a natural language response for the at least one question, performing a textual analysis of the natural language response to determine textual content and a sentiment for the natural language response, and returning to the client the textual content, which is displayed on the GUI proximate the at least one question.

Claims

1. A method for processing natural language survey responses using a survey response system that comprises a processor and a memory for storing logic, the processor executing the logic to perform the method, comprising:

providing to a client a survey that comprises questions which are designed to elicit responses from a customer regarding customer satisfaction with a product, service, or provider, wherein the survey includes a graphical user interface (GUI) for displaying the questions, the GUI comprising a speech input interface for at least one question;

receiving from the client a natural language response for the at least one question;

performing a textual analysis of the natural language response to determine textual content and a sentiment for the natural language response; and

returning to the client the textual content, which is displayed on the GUI proximate the at least one question.

2. The method according to claim 1, further comprising generating a provider dashboard that includes a representation of the sentiment for the at least one question.

3. The method according to claim 2, wherein the provider dashboard comprises a representation of a calculation of a plurality of sentiment values calculated for a plurality of customers.

4. The method according to claim 2, further comprising extracting words from textual content of a plurality of natural language responses and generating a word cloud from the textual content.

5. The method according to claim 4, wherein the word cloud is displayed on the provider dashboard.

6. The method according to claim 2, further comprising displaying the textual content determined from the natural language response on the provider dashboard.

7. The method according to claim 1, wherein each of the questions include a speech input interface configured to receive natural language responses, further wherein textual content and a sentiment are determined for natural language responses received for each of the questions.

8. The method according to claim 1, wherein the speech input interface is provided in addition to a response selection interface that includes a predetermined set of selectable responses, wherein the speech input interface provides a mechanism that allows the customer to augment a selected response of the set of selectable responses.

9. The method according to claim 1, wherein the speech input interface is provided in addition to a response selection interface that includes a predetermined set of selectable responses, further comprising automatically completing the response selection interface by selecting one of the set of selectable responses using the sentiment calculated for the natural language response.

10. The method according to claim 1, further comprising receiving feedback from the customer as to an accuracy of the textual content generated from the natural language response.

11. The method according to claim 10, further comprising receiving a supplemental natural language response when the customer indicates that the accuracy of the textual content is unacceptable.

12. A survey response system for processing natural language survey responses, the system comprising:

a processor;

a memory for storing logic, the logic being executed by the processor to perform operations comprising;

providing to a client a survey that comprises questions which are designed to elicit responses from a customer regarding customer satisfaction with a product, service, or provider, wherein the survey includes a graphical user interface (GUI) for displaying the questions, the GUI comprising a speech input interface for at least one question;

receiving from a client a natural language response for the at least one question;

performing a textual analysis of the natural language response to determine textual content and a sentiment for the natural language response; and

returning to the client the textual content, which is displayed on the GUI proximate the at least one question.

13. The system according to claim 12, wherein the processor further executes the logic to perform operations comprising generating a provider dashboard that includes a representation of the sentiment for the at least one question.

14. The system according to claim 13, wherein the provider dashboard comprises a representation of a calculation of a plurality of sentiment values calculated for a plurality of customers.

15. The system according to claim 14, wherein the processor further executes the logic to perform operations comprising extracting words from textual content of a plurality of natural language responses and generating a word cloud from the textual content.

16. The system according to claim 15, wherein the word cloud is displayed on the provider dashboard.

17. The system according to claim 14, wherein the processor further executes the logic to perform operations comprising displaying the textual content determined from the natural language response on the provider dashboard.

18. The system according to claim 12, wherein the speech input interface is provided in addition to a response selection interface that includes a predetermined set of selectable responses, wherein the speech input interface provides a mechanism that allows the customer to augment a selected response of the set of selectable responses.

19. The system according to claim 18, wherein the speech input interface is provided in addition to a response selection interface that includes a predetermined set of selectable responses, further comprising automatically completing the response selection interface by selecting one of the set of selectable responses using the sentiment calculated for the natural language response.

20. The system according to claim 12, wherein each of the questions include a speech input interface configured to receive natural language responses, further wherein textual content and a sentiment are determined for natural language responses received for each of the questions.

21. The system according to claim 12, wherein the processor further executes the logic to perform operations comprising receiving feedback from the customer as to an accuracy of the textual content generated from the natural language response;

and receiving a supplemental natural language response when the customer indicates that the accuracy of the textual content is unacceptable.

22. A graphical user interface (GUI) generated by a computing device that comprises a processor and a memory for storing logic, the processor executing the logic to generate the GUI, the GUI comprising:

a series of survey questions designed to elicit responses that are indicative of customer experiences;

a speech input interface disposed in proximity to one or more of the series of survey questions, the speech input interface triggering a speech recording function of the computing device; and

a text display object associated with the speech input interface, the text display object providing textual content extracted from natural language responses recorded by the computing device.

23. The GUI of claim 22, wherein each of the series of survey questions comprises a speech input interface and each speech input interface comprises a text display object.