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.

Abstract: Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing 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 conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.

Abstract: Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing 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 conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.

Abstract: Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing 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 conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.

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.

Abstract: Techniques for reducing electronic resource consumption using search data are disclosed herein. In some embodiments, a computer-implemented method comprises: identifying a cohort of profiles from profiles based on a determination that at least one attribute is shared among the profile data of the cohort; receiving corresponding search appearance data including an impression count for the cohort of profiles; selecting reference profiles from the cohort based on the impression counts of the reference profiles; selecting a target profile from the cohort based on the impression count of the target profile; identifying a trend corresponding to at least one feature among the reference profiles; and causing an indication of the feature(s) to be displayed on a computing device of the user of the target profile based on the identifying of the trend.

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.

Abstract: Techniques are disclosed for dynamically personalizing application content presented to a user based on “voice-of-customer” feedback, in real-time. As described, the user may provide voice-of-customer feedback characterizing an initial selection of application content presented to the user may be evaluated to identify a set of topics referenced by the voice-of-customer feedback. Keywords associated with the identified topics may be used to enhance the selection of application content presented to the user. For example, keywords associated with the identified topics may be added to an initial search query composed by the user. Doing so can improve the relevance or helpfulness of information content or software interfaces identified using the query.

Abstract: A method and system increases Internet traffic to a question and answer customer support system, according to one embodiment. The method and system receive a question, and determine a search engine popularity or searchability of the question, according to one embodiment. If the search engine popularity or searchability of the question is less than a threshold, the question is provided to customer support personnel for reformation, according to one embodiment. The question and answer customer support personnel provide question reformation suggests to the customer support personnel, according to one embodiment.

Abstract: Techniques for reducing electronic resource consumption using search data are disclosed herein. In some embodiments, a computer-implemented method comprises: identifying a cohort of profiles from profiles based on a determination that at least one attribute is shared among the profile data of the cohort; receiving corresponding search appearance data including an impression count for the cohort of profiles; selecting reference profiles from the cohort based on the impression counts of the reference profiles; selecting a target profile from the cohort based on the impression count of the target profile; identifying a trend corresponding to at least one feature among the reference profiles; and causing an indication of the feature(s) to be displayed on a computing device of the user of the target profile based on the identifying of the trend.

Abstract: A method and system uses a probabilistic topic model to identify topics that are relevant search query terms received by a customer support system from a user, according to one embodiment. The probabilistic topic model identifies topics that are relevant to the search query terms at least partially based on the context around the receipt of the search query terms, according to one embodiment. By identifying relevant topics at least partially based on the context around the receipt of the search query terms, a likelihood of inaccurately identifying a relevant topic is reduced, according to one embodiment.

Abstract: Techniques are disclosed for dynamically personalizing application content presented to a user based on “voice-of-customer” feedback, in real-time. As described, the user may provide voice-of-customer feedback characterizing an initial selection of application content presented to the user may be evaluated to identify a set of topics referenced by the voice-of-customer feedback. Keywords associated with the identified topics may be used to enhance the selection of application content presented to the user. For example, keywords associated with the identified topics may be added to an initial search query composed by the user. Doing so can improve the relevance or helpfulness of information content or software interfaces identified using the query.

Abstract: A method and system uses a probabilistic topic model to identify topics that are relevant search query terms received by a customer support system from a user, according to one embodiment. The probabilistic topic model identifies topics that are relevant to the search query terms at least partially based on the context around the receipt of the search query terms, according to one embodiment. By identifying relevant topics at least partially based on the context around the receipt of the search query terms, a likelihood of inaccurately identifying a relevant topic is reduced, according to one embodiment.