Method and system for pro-active detection and correction of low quality questions in a question and answer based customer support system

• US 10,475,043 B2
• Filed: 01/28/2015
• Issued: 11/12/2019
• Est. Priority Date: 01/28/2015
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Podgorny, Igor A., Cannon, Matthew, Goodyear, Todd Frey, Gielow, Christopher C.
• Primary Examiner(s): Waesco, Joseph M
• Application Number:
  US14/607,416
• Publication Number:
  US 20160217472A1
• Time in Patent Office: 1,749 Days
• Field of Search: None
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 40/123 Tax preparation or submission

Abstract

User satisfaction with answers that may be provided through a question and answer based customer support system is predicted by pre-submission analysis of the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are not likely to satisfy either an asking user submitting a question, or subsequent searching users accessing the resulting question and answer pair, are labeled improperly formatted questions, or low quality format questions. The question data representing improperly formatted questions is then either filtered out, avoided completely, or, proactively corrected by providing the user with a set of personalized question format transformation instructions to transform improperly formatted questions into a re-phrased/re-formatted properly formatted questions having a question format predicted to provide a significantly higher probability of user satisfaction with any answer eventually provided.

Claims

1. A method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system, the method comprising:

providing a computing system implemented tax preparation software system to one or more users;

providing users of the computing system implemented tax preparation software system a question and answer based customer support system through which question data can be entered by the users, the question data representing questions to potentially be provided to one or more support personnel associated with the question and answer based customer support system so that the questions represented by the question data can be answered by at least one of the one or more support personnel;

defining low quality question formats that are predicted to result in answers that will have user satisfaction ratings below a threshold level of user satisfaction, wherein low quality question formats that are predicted to result in answers that will have user satisfaction ratings below a threshold level of user satisfaction include;

“

Who”

question formats,

“

What”

question formats,

“

When”

question formats,

“

Where”

question formats,

“

Why”

question formats,

“

How”

question formats,

rhetorical question formats,

grammatically incorrect question formats, and

ill-formed question formats;

defining questions having low quality question formats as improperly formatted questions;

continuously receiving, through a user interface of the question and answer customer support system, a character at a time, question data representing a question in the process of being submitted by one of the one or more users while dynamically analyzing a format of the received question data as it is being submitted, and providing one or more transformation instructions through the user interface as single characters of the question are being received, the format transformation instructions providing guidance for transforming an improperly formatted question into a properly formatted question, the guidance for transforming an improperly formatted question being customized, prior to being provided, to the question being submitted through the user interface, the analysis including determining whether the question begins with an auxiliary verb and also determining whether a multiple choice answer is embedded in the question; and

upon a determination being made, based on the analysis of the question data, that the question data represents an improperly formatted question, taking one or more corrective actions before providing the question data to the one or more support personnel.

2. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein the question and answer based customer support system includes a web-based question and answer forum associated with the computing system implemented tax preparation software system and/or an area of endeavor of the computing system implemented tax preparation software system.

3. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein the question and answer based customer support system includes a customer support question and answer database, the customer support question and answer database including question and answer data representing one or more questions submitted by asking users of the computing system implemented tax preparation software system and the answers to those questions provided by the one or more support personnel, further wherein;

the question and answer data in the customer support question and answer database can be searched and accessed by searching users of the computing system implemented tax preparation software system.

4. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 3 wherein answers provided by the one or more support personnel to questions submitted by asking users of the computing system implemented tax preparation software system can be rated by both the asking user who submitted the question data and searching users who access the question and answer data in the customer support question and answer database.

5. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein the question data is submitted by asking users of the computing system implemented tax preparation software system through question data submission interfaces provided through the question and answer based customer support system, the question data submission interfaces including one or more question data entry fields to enter the question data, the question data to be analyzed before being provided to any of the one or more support personnel to determine if the question data represents an improperly formatted question.

6. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes filtering out the improperly formatted question before the improperly formatted question is provided to the support community, and before any resources are devoted to answering the improperly formatted question.

7. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes refusing to accept submission of the improperly formatted question before the improperly formatted question is provided to the support community, and before any resources are devoted to answering the improperly formatted question.

8. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 1 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes attempting to correct the improperly formatted question by providing the user with a set of question transformation instructions used to transform the improperly formatted question into a properly formatted question.

9. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 8 wherein the user is provided the format transformation instructions representing suggestions on how to re-phrase/reform the improperly formatted question that are customized to the specific question data being submitted.

10. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 9 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question because the question represented by the question data is a general knowledge/open-ended format question, the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified general knowledge/open-ended format question into properly formatted closed-ended question format.

11. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 9 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question because the question represented by the question data is in a low quality rhetorical, or otherwise “

unanswerable”

, question format, the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified rhetorical, or otherwise “

unanswerable”

, format question into properly formatted closed-ended question format.

12. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 9 wherein if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question because the question represented by the question data is in a grammatically incorrect question or search query format, the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified grammatically incorrect question or search query format question into properly formatted closed-ended question format.

13. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 12 wherein the user is provided the format transformation instructions via a question-asking experience question transformation interface screen.

14. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 13 wherein question-asking experience question transformation interface screen is a question optimizer question-asking experience question transformation interface screen.

15. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 14 wherein the user is provided the format transformation instructions representing suggestions on how to re-phrase/reform the improperly formatted question through the question optimizer question-asking experience question transformation interface screen as the question data is being submitted.

16. A method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system, the method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system comprising:

providing a computing system implemented tax preparation software system to one or more users;

providing users of the computing system implemented tax preparation software system a question and answer based customer support system through which question data can be entered by the users, the question data representing questions to potentially be provided to one or more support personnel associated with the question and answer based customer support system so that the questions represented by the question data can be answered by at least one of the one or more support personnel;

defining high quality question formats that are predicted to result in answers that will have user satisfaction ratings above a threshold level of user satisfaction;

defining low quality question formats that are predicted to result in answers that will have user satisfaction ratings below a threshold level of user satisfaction, wherein low quality question formats that are predicted to result in answers that will have user satisfaction ratings below a threshold level of user satisfaction include;

“

Who”

question formats,

“

What”

question formats,

“

When”

question formats,

“

Where”

question formats,

“

Why”

question formats,

“

How”

question formats,

rhetorical question formats,

grammatically incorrect question formats, and

ill-formed question formats;

defining questions having high quality question formats as properly formatted questions;

defining questions having low quality question formats as improperly formatted questions;

continuously receiving, through a user interface of the question and answer customer support system, a character at a time, question data representing a question in the process of being submitted by one of the one or more user while dynamically analyzing a format of the received question data as single characters of the question are being submitted, and providing one or more transformation instructions through the user interface while the question is being submitted, the format transformation instructions providing guidance for transforming an improperly formatted question into a properly formatted question, the guidance for transforming an improperly formatted question being customized, prior to being provided, to the question being submitted through the user interface, the analysis including determining whether the question begins with an auxiliary verb and also determining whether a multiple choice answer is embedded in the question;

if, based on the analysis of the question data, a determination is made that the question data represents an improperly formatted question, taking one or more corrective actions before providing the question data to the one or more support personnel; and

if, based on the analysis of the question data, a determination is made that the question data does not represent a improperly formatted question, providing the question data to the one or more support personnel.

17. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein the question and answer based customer support system includes a web-based question and answer forum associated with the computing system implemented tax preparation software system and/or an area of endeavor of the computing system implemented tax preparation software system.

18. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein the question and answer based customer support system includes a customer support question and answer database, the customer support question and answer database including question and answer data representing one or more questions submitted by asking users of the computing system implemented tax preparation software system and the answers to those questions provided by the one or more support personnel, further wherein;

the question and answer data in the customer support question and answer database can be searched and accessed by searching users of the computing system implemented tax preparation software system.

19. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 18 wherein answers provided by the one or more support personnel to questions submitted by asking users of the computing system implemented tax preparation software system can be rated by both the asking user who submitted the question data and searching users who access the question and answer data in the customer support question and answer database.

20. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein the question data is submitted by asking users of the computing system implemented tax preparation software system through question data submission interfaces provided through the question and answer based customer support system, the question data submission interfaces including one or more question data entry fields used to enter the question data, the question data to be analyzed before being provided to any of the one or more support personnel to determine if the question data represents a properly formatted question.

21. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein high quality question formats that are predicted to result in answers that will have user satisfaction ratings above a threshold level of user satisfaction include closed-ended formatted questions.

22. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes filtering out the question before the question is provided to the support community, and before any resources are devoted to answering the question.

23. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes refusing to accept submission of the question.

24. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 16 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question, the one or more corrective actions taken before providing the question data to the one or more support personnel includes attempting to correct the question by providing the user with a set of question transformation instructions used to transform the question into a properly formatted question.

25. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 24 wherein the user is provided the format transformation instructions representing suggestions on how to re-phrase/reform the question that are customized to the specific question data being submitted.

26. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 25 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question because the question represented by the question data is a general knowledge/open-ended format question, the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified general knowledge/open-ended format question into a properly formatted closed-ended question format.

27. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 25 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question because the question represented by the question data is in a low quality rhetorical, or an otherwise “

unanswerable”

, question format, then the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified rhetorical, or an otherwise “

unanswerable”

format question into a properly formatted closed-ended question format.

28. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 27 wherein if, based on the analysis of the question data, a determination is made that the question data does not represent a properly formatted question because the question represented by the question data is in a grammatically incorrect question or search query format, the asking user is provided format transformation instructions that guide the user through a step-by-step process to transform the identified grammatically incorrect question or search query format question into a properly formatted closed-ended question format.

29. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 24 wherein the user is provided the format transformation instructions representing suggestions on how to re-phrase/reform the improperly formatted question via a question-asking experience question transformation interface screen.

30. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 29 wherein question-asking experience question transformation interface screen is a question optimizer question-asking experience question transformation interface screen.

31. The method for pro-active detection and correction of low quality questions submitted to a question and answer based customer support system of claim 30 wherein the user is provided the format transformation instructions representing suggestions on how to re-phrase/reform the improperly formatted question through the question optimizer question-asking experience question transformation interface screen as the question data is being submitted.