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 8,538,790 B2
• Filed: 09/20/2010
• Issued: 09/17/2013
• 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.
• Primary Examiner(s): DIXON, THOMAS A
• Application Number:
  US12/886,302
• Publication Number:
  US 20110022537A1
• Time in Patent Office: 1,093 Days
• Field of Search: 705/7.11
• US Class Current: 705/7.11
• 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 the computer system, assigning 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 the subjective assessment comprises a keyword association;

using the computer system, associating each of the plurality of collected user comments with one or more predefined business-related categories of a plurality of predefined business-related categories, wherein the plurality of predefined business-related categories comprises at least two predefined business-related categories selected from the group consisting of customer service, products, marketing, and sales; and

using the 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, further comprising using the computer system, categorizing the plurality of user comments according to a comment categorization scheme.

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,

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. 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;

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 the subjective assessment comprises a keyword association;

associate each of the plurality of collected user comments with one or more predefined business-related categories of a plurality of predefined business-related categories, wherein the plurality of predefined business-related categories comprises at least two predefined business-related categories selected from the group consisting of customer service, products, marketing, and sales; 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.

11. The system of claim 10, 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.

12. The system of claim 11, 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.

13. The system of claim 10, 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.

14. The system of claim 10, wherein the software is further operable, when executed, to categorize the plurality of user comments according to a comment categorization scheme.

15. The system of claim 10, 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.

16. The system of claim 10,

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.

17. The system of claim 16, 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.

18. The system of claim 17, wherein the plurality of available ratings comprises positive, negative, and neutral ratings.

19. 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 predefined business-related category of a plurality of predefined business-related categories, wherein the plurality of predefined business-related categories comprises at least two predefined business-related categories selected from the group consisting of customer service, products, marketing, and sales; and

generating by the 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, 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; and

the subjective assessment comprises a keyword association.

20. The method of claim 19, 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.

21. The method of claim 19, further comprising categorizing the plurality of user comments according to a comment categorization scheme.

22. The method of claim 19, 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.

23. The method of claim 19, 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.

24. The method of claim 19, wherein the plurality of available ratings comprises positive, negative, and neutral ratings.

25. The method of claim 23, 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.

26. The method of claim 25, wherein first half comprises a mirror-image of the second half.

27. The method of claim 25, 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.

28. 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 the computer system, categorizing the plurality of user comments according to a comment categorization hierarchy;

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

using the computer system, associating each of the plurality of collected user comments with at least two categories selected from the group consisting of customer service, products, marketing, and sales;

using the computer system, generating a report identifying, for each of the selected categories, one or more quantitative values derived from the collected user comments associated with the selected categories, 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 report comprises a bar graph comprising a first half and a second half, the first half being separated from the second half by an axis of the graph;

the first half comprises a first set of color-coded bars and the second half comprises a second set of color-coded bars, the first set of color-coded bars being different from the second set of color-coded bars; and

each color-coded bar representing one of the selected categories.