Abstract: Disclosed methods and systems improve search results by recency boosting customer support content for a customer self-help system associated with one or more financial management systems. The customer self-help system retrieves content relevance from a variety of sources, such as media outlets, taxation agencies and news feeds for the financial management system. The customer self-help system generates content relevance weights from the content relevance data, and applies the content relevance weights to customer support content maintained by the customer self-help system. In response to receiving a search query from a user, the customer self-help system provides relevant portions of customer support content that has been recency boosted (e.g., adjusted by the content relevance weights), to increase the likelihood that the customer support content provided to the user is relevant to the user's search query.

Abstract: Disclosed methods and systems provide domain-specific type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system, according to one embodiment. Type ahead suggestions include suggestions for completing a single search query term and/or suggestions for completing a search query having multiple search query terms. The customer self-service system receives one or more search query terms in a search text box, searches for potential search queries that are likely to complete the one or more search query terms, and provides a selected one of the potential search queries in the search text box as a type ahead suggestion, adjacent to the received one or more search query terms, according to one embodiment. The customer self-service system selects one of the potential search queries based on the received search query terms, the user's profile, and/or the user's tax data, according to one embodiment.

Abstract: Certain aspects of the present disclosure provide techniques for facilitating text inputs with long-tail keywords from a user in a social question and answer (Q&A) application. One example method generally includes receiving, at a server, a text input from the user at a client computer, and applying, a predictive model to the text input. The method further includes determining based on the predictive model, an increase in user traffic that is predicted to be generated from the text input and determining, a user interface (UI) to be generated for display to the user for subsequent interaction based on the increase in user traffic. The method further includes sending the UI to the client computer and receiving a subsequent text input from the client computer.

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.

Abstract: Disclosed methods and systems provide domain-specific type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system, according to one embodiment. Type ahead suggestions include suggestions for completing a single search query term and/or suggestions for completing a search query having multiple search query terms. The customer self-service system receives one or more search query terms in a search text box, searches for potential search queries that are likely to complete the one or more search query terms, and provides a selected one of the potential search queries in the search text box as a type ahead suggestion, adjacent to the received one or more search query terms, according to one embodiment. The customer self-service system selects one of the potential search queries based on the received search query terms, the user's profile, and/or the user's tax data, according to one embodiment.

Abstract: Disclosed methods and systems provide domain-specific type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system, according to one embodiment. Type ahead suggestions include suggestions for completing a single search query term and/or suggestions for completing a search query having multiple search query terms. The customer self-service system receives one or more search query terms in a search text box, searches for potential search queries that are likely to complete the one or more search query terms, and provides a selected one of the potential search queries in the search text box as a type ahead suggestion, adjacent to the received one or more search query terms, according to one embodiment. The customer self-service system selects one of the potential search queries based on the received search query terms, the user's profile, and/or the user's tax data, according to one embodiment.

Abstract: Methods and systems are disclosed for finding and navigating information in financial management systems. In some implementations, a customer self-service system provides incremental search results that are based on user profile information, customer self-service content, and navigation history of a user within a financial management system. The user profile information may include one or more of an estimated income level of the user, an estimated education level of the user, business financial records of the user, tax return information of the user, or personal financial records of the user. The customer self-service system provides the search results incrementally, thereby allowing the user to receive references to transactions or transaction details in real-time as the user provides search query terms for the customer self-service system.

Abstract: Disclosed methods and systems improve search results by recency boosting customer support content for a customer self-help system associated with one or more financial management systems. The customer self-help system retrieves content relevance from a variety of sources, such as media outlets, taxation agencies and news feeds for the financial management system. The customer self-help system generates content relevance weights from the content relevance data, and applies the content relevance weights to customer support content maintained by the customer self-help system. In response to receiving a search query from a user, the customer self-help system provides relevant portions of customer support content that has been recency boosted (e.g., adjusted by the content relevance weights), to increase the likelihood that the customer support content provided to the user is relevant to the user's search query.

Abstract: Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches user content (e.g., business transactions, personal transactions, etc.) and customer self-service system content for content that is relevant to the search query terms, and provides incremental search results navigation links within a results text box to enable users to easily see search results (e.g., transaction records) and to enable users to navigate to transactions records or other user content, from the results text box, according to one embodiment.

Abstract: Disclosed methods and systems improve search results by recency boosting customer support content for a customer self-help system associated with one or more financial management systems. The customer self-help system retrieves content relevance from a variety of sources, such as media outlets, taxation agencies and news feeds for the financial management system. The customer self-help system generates content relevance weights from the content relevance data, and applies the content relevance weights to customer support content maintained by the customer self-help system. In response to receiving a search query from a user, the customer self-help system provides relevant portions of customer support content that has been recency boosted (e.g., adjusted by the content relevance weights), to increase the likelihood that the customer support content provided to the user is relevant to the user's search query.

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.

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.

Abstract: User satisfaction with answers that may be provided through a question and answer based customer support system is predicted by pre-submission analysis of the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are not likely to satisfy either an asking user submitting a question, or subsequent searching users accessing the resulting question and answer pair, are labeled improperly formatted questions, or low quality format questions. The question data representing improperly formatted questions is then either filtered out, avoided completely, or, proactively corrected by providing the user with a set of personalized question format transformation instructions to transform improperly formatted questions into a re-phrased/re-formatted properly formatted questions having a question format predicted to provide a significantly higher probability of user satisfaction with any answer eventually provided.

Abstract: Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches customer self-service system content for content that is relevant to the search query terms, and provides incremental search results in a results text box (e.g., drop down menu) that is proximate to (e.g., below) the search text box, according to one embodiment.

Abstract: A question and answer based customer support system is provided through which users submit question data representing questions to be answered using support resources. Low quality and/or high quality question formats are defined and questions having a low quality question format are labeled improperly formatted questions, while questions having a high quality question format are labeled properly formatted questions. Received question data is analyzed to determine if the question data represents an improperly or properly formatted question before allocating support resources to generating an answer. If, a determination is made that the question data represents an improperly formatted question, corrective actions are taken before allocating support resources to generating an answer. If a determination is made that the question data represents a properly formatted question, the question represented by the question data is allocated support resources to generate an answer on a priority basis.

Abstract: The described embodiments relate to techniques for facilitating text inputs with long-tail keywords from a user in a social question and answer (Q&A) application. During operation, the system receives an input from the user. The system then applies a predictive model to determine a predicted business outcome for the received input from the user. Next, the system renders a user interface (UI) for subsequent user interaction with the social Q&A application, based on the predicted business outcome. Finally, the system displays the rendered UI to the user.

Abstract: Disclosed methods and systems provide domain-specific type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system, according to one embodiment. Type ahead suggestions include suggestions for completing a single search query term and/or suggestions for completing a search query having multiple search query terms. The customer self-service system receives one or more search query terms in a search text box, searches for potential search queries that are likely to complete the one or more search query terms, and provides a selected one of the potential search queries in the search text box as a type ahead suggestion, adjacent to the received one or more search query terms, according to one embodiment. The customer self-service system selects one of the potential search queries based on the received search query terms, the user's profile, and/or the user's tax data, according to one embodiment.

Abstract: Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches user content (e.g., business transactions, personal transactions, etc.) and customer self-service system content for content that is relevant to the search query terms, and provides incremental search results navigation links within a results text box to enable users to easily see search results (e.g., transaction records) and to enable users to navigate to transactions records or other user content, from the results text box, according to one embodiment.

Abstract: Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches customer self-service system content for content that is relevant to the search query terms, and provides incremental search results in a results text box (e.g., drop down menu) that is proximate to (e.g., below) the search text box, according to one embodiment.

Abstract: User satisfaction with answers that may be provided through a question and answer based customer support system is predicted by pre-submission analysis of the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are not likely to satisfy either an asking user submitting a question, or subsequent searching users accessing the resulting question and answer pair, are labeled improperly formatted questions, or low quality format questions. The question data representing improperly formatted questions is then either filtered out, avoided completely, or, proactively corrected by providing the user with a set of personalized question format transformation instructions to transform improperly formatted questions into a re-phrased/re-formatted properly formatted questions having a question format predicted to provide a significantly higher probability of user satisfaction with any answer eventually provided.