Automated system for rating customer feedback
AssigneeTeradata US, Inc.
InventorsMichael L. Reed, Diane M. Wewerka
Life of this patent
Estimating the term…
Abstract
A method and apparatus receives customer feedback and analyzes words in the customer feedback. The words in the customer feedback are compared to rating data to generate an indication to rate the customer feedback. The rating data associates predefined words with respective values. In one arrangement, the rating data is according to a user-defined data type (UDT) stored in a relational table.
Claims21
A method executable by an automated system without requiring intervention by a human user, comprising:
- associating values with a plurality of predefined words;
- defining a user-defined data type having one or more data structures for storing said predefined words and associated values;
- invoking a first routine associated with the user-defined data type to load the predefined words and respective values in the one or more data structures;
- receiving from a client system customer feedback in the form of textual comments that originate with a human customer of an enterprise;
- comparing words in the customer feedback with said predefined words;
- invoking a second routine associated with the user-defined data type to calculate a score based on an identification of at least one word in the customer feedback as equivalent to one of said predefined words contained in the one or more data structures and the value of said equivalent one of said predefined words;
- presenting an indication to rate said customer feedback to a customer representative for said enterprise, said indication being based on said score.
An article comprising at least one storage medium containing instructions that when executed cause an automated system, without requiring intervention by a human user, to:
- cause the system to store rating data according to a user-defined data type having one or more data structures, the rating data associating a plurality of predefined words with respective values;
- invoke a first routine associated with the user-defined data type to load said plurality of predefined words and respective values in said one or more data structures;
- compare words in customer feedback received from a client system in the form of textual comments that originate with a human customer of an enterprise with said plurality of predefined words;
- invoke a second routine associated with the user-defined data type to calculate a score based on an identification of at least one word in the customer feedback as equivalent to one of said predefined words contained in the one or more data structures and the value of said equivalent one of said predefined words;
- and
- present an indication to rate said customer feedback to a customer representative for said enterprise, said indication being based on said score.
An automated system comprising:
- one or more storage modules to store rating data according to a user-defined data type having one or more data structures, the rating data associating a list of predefined words with respective values;
- and
- a controller adapted to:
- invoke a first routine associated with the user-defined data type to load said plurality of predefined words and respective values in said one or more data structures;
- compare words in customer feedback received from a client system in the form of textual comments that originate with a human customer of an enterprise with said plurality of predefined words;
- invoke a second routine associated with the user-defined data type to calculate a score based on an identification of at least one word in the customer feedback as equivalent to one of said predefined words contained in the one or more data structures and the value of said equivalent one of said predefined words;
- and
- presenting an indication to rate said customer feedback to a customer representative for said enterprise, said indication being based on said score.
Dependencies are inferred from the claim text.