Intuit Inc.
PROCESSING UNSTRUCTURED VOICE OF CUSTOMER FEEDBACK FOR IMPROVING CONTENT RANKINGS IN CUSTOMER SUPPORT SYSTEMS

Abstract:

Techniques are disclosed for adjusting a ranking of information content presented to a user based on voice-of-customer feedback. In one embodiment, a user may provide feedback on information content presented to the user. Such feedback may be evaluated to identify at least one topic referenced in the received feedback. If an application determines that the at least one topic is related to topics of the information content, the application determines sentiment regarding the information content based on the feedback, and adjusts a ranking of the information content based on the determined sentiment.