ADJUSTING A RANKING OF INFORMATION CONTENT OF A SOFTWARE APPLICATION BASED ON FEEDBACK FROM A USER

• US 20180293976A1
• Filed: 06/11/2018
• Published: 10/11/2018
• Est. Priority Date: 06/23/2016
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: CHAN, Raymond, PODGORNY, Igor A., INDYK, Benjamin
• Granted Patent: US 10,410,628 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/683 using metadata automatically derived from the content
• CPC Class Codes: G10L 15/08 Speech classification or search
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: G10L 25/72 for transmitting results of analysis

Abstract

Techniques are disclosed for adjusting a ranking of information content of a software application based on feedback from a user. One embodiment presented herein includes a method comprising receiving, at a computing device, an audio stream comprising audio of the user, the audio being indicative of feedback related to information content. The method further comprises analyzing the audio stream for paralinguistic information to determine an attribute of the user. The method further comprises adjusting a ranking of the information content based on at least one of the feedback and additional feedback and the determined attribute of the user.

Claims

1. A computer-implemented method for adjusting a user experience of a software application, the method comprising:

receiving, at a computing device, an audio stream comprising audio of the user;

analyzing, by the computing device, the audio stream for paralinguistic information to determine an attribute of the user;

identifying content of the audio stream;

determining a plurality of actions based on the content of the audio stream;

selecting an action of the plurality of actions based on the attribute of the user; and

performing the action.

2. The method of claim 1, wherein the attribute of the user comprises at least one of:

gender of the user, age of the user, ethnicity of the user, and emotional state of the user.

3. The method of claim 1, wherein the plurality of actions comprises routing the user to assisted support and routing the user to receive feedback from the user.

4. The method of claim 3, wherein the action comprises routing the user to assisted support, and wherein the attribute of the user comprises a negative emotional state.

5. The method of claim 1, wherein the plurality of actions comprises displaying different user interfaces.

6. The method of claim 1, wherein the plurality of actions comprises displaying different surveys.

7. The method of claim 1, further comprising identifying the content in the audio stream by performing speech recognition.

8. A computing device for adjusting a user experience of a software application, the computing device comprising:

a memory; and

a processor configured to;

receive an audio stream comprising audio of the user;

analyze the audio stream for paralinguistic information to determine an attribute of the user;

identify content of the audio stream;

determine a plurality of actions based on the content of the audio stream;

select an action of the plurality of actions based on the attribute of the user; and

perform the action.

9. The computing device of claim 8, wherein the attribute of the user comprises at least one of:

gender of the user, age of the user, ethnicity of the user, and emotional state of the user.

10. The computing device of claim 8, wherein the plurality of actions comprises routing the user to assisted support and routing the user to receive feedback from the user.

11. The computing device of claim 10, wherein the action comprises routing the user to assisted support, and wherein the attribute of the user comprises a negative emotional state.

12. The computing device of claim 8, wherein the plurality of actions comprises displaying different user interfaces.

13. The computing device of claim 8, wherein the plurality of actions comprises displaying different surveys.

14. The computing device of claim 8, wherein the processor is further configured to identify the feedback in the audio stream by performing speech recognition.

15. A non-transitory computer-readable medium comprising instructions that when executed by a computing device cause the computing device to perform a method for adjusting a user experience of a software application, the method comprising:

receiving, at a computing device, an audio stream comprising audio of the user;

analyzing, by the computing device, the audio stream for paralinguistic information to determine an attribute of the user;

identifying content of the audio stream;

determining a plurality of actions based on the content of the audio stream;

selecting an action of the plurality of actions based on the attribute of the user; and

performing the action.

16. The non-transitory computer-readable medium of claim 15, wherein the attribute of the user comprises at least one of:

gender of the user, age of the user, ethnicity of the user, and emotional state of the user.

17. The non-transitory computer-readable medium of claim 15, wherein the plurality of actions comprises routing the user to assisted support and routing the user to receive feedback from the user.

18. The non-transitory computer-readable medium of claim 17, wherein the action comprises routing the user to assisted support, and wherein the attribute of the user comprises a negative emotional state.

19. The non-transitory computer-readable medium of claim 15, wherein the plurality of actions comprises displaying different user interfaces.

20. The non-transitory computer-readable medium of claim 15, wherein the method further comprises identifying the content in the audio stream by performing speech recognition.