Method and system for personalizing software based on real time tracking of voice-of-customer feedback

摘要

#$%^&*AU2020202730A120200514.pdf#####ABSTRACT A computer-implemented method for dynamically personalizing application content of a software application presented to a user based on voice-of-customer feedback, comprising: receiving, from a user, a first search query related to application content of the software application; searching one or more content repositories associated with the software application for a first selection of application content based on the first search query; presenting the first selection of application content to the user; presenting, to the user, a prompt for voice-of-customer feedback from the user characterizing user opinion of the usefulness of the first selection of application content; receiving the voice-of-customer feedback from the user; evaluating the received voice-of-customer feedback to identify at least a first topic referenced in the received voice-of-customer feedback; determining one or more keywords associated with the first topic; searching the one or more content repositories associated with the software application for a second selection of application content based on the determined one or more keywords associated with the first topic; and presenting the second selection of application content to the user.WO 2017/142729 PCT/US2017/016693 6/8 500 Begin Receive initial search query: Present initial 505 search results to user Prompt for voice-of-customer feedback regarding 510 initial search results N o 515 FeedbackN/ Received? Yes identify topics referenced in voce-of-customer 520 feedback 525 No Valid Topics/ found? Yes Update initial search terms based on identified 530 valid topics V Repeat search Present second search results to user V End FIG. 5