Method and system for question prioritization based on analysis of the question content and predicted asker engagement before answer content is generated

• US 10,475,044 B1
• Filed: 07/29/2015
• Issued: 11/12/2019
• Est. Priority Date: 07/29/2015
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Cannon, Matthew, Goodyear, Todd Frey, Podgorny, Igor A., Gielow, Christopher C.
• Primary Examiner(s): Gills, Kurtis
• Application Number:
  US14/812,066
• Time in Patent Office: 1,567 Days
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Before routing a question submitted to a question and answer based customer support system to support resources, and before any specific answer data is generated, the submitted question data is analyzed to predict asking user engagement with the question and answer based customer support system after the asking user'"'"'s question is submitted. In this way, the question itself is analyzed and questions determined to be low engagement probability questions submitted by asking users that have a low probability of further engagement with the question and answer based customer support system are provided to the support resources on a low priority basis and questions determined to be high engagement probability questions submitted by asking users that have a high probability of further engagement with the question and answer based customer support system are provided to the support resources on a high priority basis.

Claims

1. A method comprising:

providing users of a 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;

defining high asking user engagement probability predictors that, when present in question data submitted by a user, indicate a high probability of asking user engagement once the asking user has submitted question data representing the asking user'"'"'s question;

defining questions represented by question data that includes one or more high asking user engagement probability predictors as high engagement probability questions;

receiving, through a question submission user interface, question data representing a question submitted by an asking user through the question and answer based customer support system, the question submission user interface configured to receive, as a component of the question data, textual data, audio data and symbolic data;

parsing the question data and analyzing the attributes, subject matter, and format of the question, the parsing and analysis including determining that the question data represents one of either a product question or a subject matter question;

analyzing, before allocating support resources to generating answer data related to the question data, only the parsed question data to determine if the question data includes one or more high asking user engagement probability predictors and therefore represents a high engagement probability question, the high asking user engagement probability predictors including at least that the question is properly punctuated, that the question is a closed-ended question, that the asking user is associated with a paid version of the software system, and that the question starts with an auxiliary verb, the high asking user engagement probability predictors being deemed as not present in questions having predefined improper question formats; and

upon a determination being made, based on the analysis only of the parsed question data, that the question data represents a high engagement probability product question, allocating professional agent support resources to generate answer data related to the question data on a high priority basis;

upon a determination being made, based on the analysis only of the parsed question data, that the question data represents a high engagement probability product question, allocating volunteer support resources to generate answer data related to the question data on a high priority basis;

upon a determination that the question data represents a low engagement probability question, support resources are assigned to be used only after all high priority basis questions are allocated resources;

wherein when the asking user is determined to be a high engagement user and leaves the question and answer based customer support system, and returns at a later period to provide feedback regarding a provided answer; and

receiving feedback from the high engagement user.

2. The method of claim 1 wherein the software system is selected from the group of software systems consisting of:

a computing system implemented tax preparation software system;

a network accessed tax preparation software system;

a web-based tax preparation software system;

a cloud-based tax preparation software system;

a computing system implemented business management software system;

a network accessed business management software system;

a web-based business management software system;

a cloud-based business management software system;

a computing system implemented accounting software system;

a network accessed accounting software system;

a web-based accounting software system;

a cloud-based accounting software system;

a computing system implemented financial management system;

a network accessed financial management system;

a web-based financial management system; and

a cloud-based financial management system.

3. The method of claim 1 wherein at least one of the high asking user engagement probability predictors is selected from the group of high asking user engagement probability predictors consisting of:

a question length greater than a defined threshold question length;

a question subject length greater than a defined threshold question subject length;

the presence of a question mark at the end of the question data;

proper punctuation in the question data;

a proper question format;

the asking user being associated with a paid version of the software system;

the asking user being a known user of the software system;

the asking user using the software system for a time period greater than a defined threshold time period; and

the predicted time to answer the question represented by the question data being less than a defined threshold time.

4. The method of claim 3 wherein the high asker engagement probability predictor proper question format includes a close-ended question format.

5. The method of claim 1 further comprising:

before allocating support resources to generating answer data related to the question data, analyzing the question data to determine what type of question is represented by the question data; and

based on the determined type of question represented by the question data, identifying the type of support resources to which the question should be routed.

6. The method of claim 1 wherein the question and answer based customer support system includes a web-based question and answer forum associated with the software system and/or an area of endeavor of the software system.

7. The method of claim 1 wherein the support resources include a support community of support personnel for the software system.

8. The method of claim 7 wherein the support community of support personnel for the software system includes volunteer support personnel that are part of a support community for the software system and professional agent support personnel that are part of a support community for the software system.

9. The method of claim 8 further comprising:

before allocating support resources to generating answer data related to the question data, analyzing the question data to determine what type of question is represented by the question data;

if the question is identified as a question directed to the subject matter and area of endeavor of the software system, routing the question to the volunteer support personnel of a support community for the software system on a high priority basis; and

if the question is identified as a question directed to the software system product, routing the question to the professional agent support personnel that are part of a support community for the software system on a high priority basis.

10. The method of claim 8 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 pair data representing one or more questions submitted by asking users of the software system and the answers to those questions generated using the support resources for the software system, further wherein;

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

11. The method of claim 1 wherein the question data is submitted by asking users of the 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, before allocating support resources to generating answer data related to the question data, the question data to be parsed and analyzed before being allocated any of the support resources to determine if the question data includes one or more high asking user engagement probability predictors and therefore is a high engagement probability question.