Abstract: The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.

Abstract: A survey system enabling one or more processors to output a survey in a vehicle while allowing a vehicle occupant to engage in the survey. The survey system may communicate with a vehicle computing system enabling one or more processors to receive input representing one or more occupants in a vehicle. They survey system may receive an input representing a current location. The system may determine a workload value for the one or more vehicle occupants and output a survey to the one or more vehicle occupants when the workload value is below a predefined threshold. The system may output a survey related to the one or more occupants and current location. The system may collect survey results and relay the survey results to a remote server for processing. The system may provide a digital reward to the one or more occupants participating in the survey.

Abstract: What is disclosed is a system to enable real-time customer engagement with one or more customers utilizing one or more devices, implemented using one or more servers, said servers connected to said devices over at least one network, comprising a survey phase, wherein one of the one or more customers utilizes an interactive survey running on one of the one or more devices to send feedback to one of the one or more servers over the one or more networks; a post-survey phase, wherein the customer utilizes one or more devices to send feedback to one of the one or more servers over the one or more networks; and a closure phase.

Abstract: Some embodiments described herein generally relate to a rating system for wine exploration. A rating system including questions designed to determine a preference of the user regarding one or more specific characteristics of wine, such as, a taste characteristic. The rating system may be provided to a user, for example, by a web-based interface. Samples of wine may be provided to the user each of which is samples ranked for the at least one characteristic of wine. The user may respond to the questions about the wine, and those responses may be analyzed to determine the user's preference for the specific characteristics. A user profile may be created based on the analyzed responses and the profile may be used to select wines for the user. Such wines may be selected and shipped periodically, for example, as part of a wine club.

Abstract: An interactive digital advertising system and method may include an advertising component for generating qualified leads in response to a lead request using interactive advertising units. The advertising system may provide “real-time” matching of leads, which may be validated based on a criteria defined by the lead requestor, to the services or products offered by the lead requestor. Responders to the lead request may interact directly with the advertising unit to qualify themselves as a lead. Further, the advertising component may be configured to select responders that actively responded to a first lead request to present as leads to a lead requestor in response to a second lead request.

Abstract: A system and method for estimating preferences or taste of users comprises a catalog having a closed number of items; a memory for storing distances between ratings of each pair of items; and a user interface to rate a subset of the items. The distances from the subset items to other items of the catalog give the user a preference for each item in the catalog despite never having rated these items. The catalog is ordered using the assigned preferences into a user preference vector, and is compared with vectors of other users to match up different users having similar preferences. Alternatively a distance measure can be defined between preferences of different users, with matching made between the users having the smallest difference. Initial distances may come from rating by a focus group or from application download data or other suitable sources.

Abstract: The invention may be embodied in a user interface for a dynamic market polling and research system that receives poll definitions and displays real-time progress information and poll results in concise at-a-glance formats. The user interface makes the system intuitively easy non-trained personnel to use, both as poll designers and as poll respondents. The at-a-glance user interface screens for poll participants allows the respondents to easily enroll as pay-per-response participants and to easily answer multiple-choice poll questions on mobile phones and other common user communication devices. The at-a-glance user interface screens for poll designers allow the designers to easily define polls, monitor results in real-time, and view the results on geographic and demographic bases.

Abstract: A system for an online survey comprising a server, said server coupled to at least one user device by a network; said server operative to select a first query for a user, and one or more options to respond to the first query; transmit a first set of signals to the at least one user device, wherein said first set of signals comprise the first query and one or more options to respond to the first query; receive, from the user device, a first response based on the one or more options to respond; select a second response and one or more options to respond to the second query based on said first response; and transmit a second set of signals to the at least one user device, wherein said second set of signals comprise the selected second response and one or more options to respond to the second query.

Abstract: The following disclosure relates generally to techniques for generating useful content based on user interactions, such as by enabling users to submit questions to and otherwise interact with an answer-providing service. In some situations, one or more interfaces are provided to allow users to specify a variety of types of questions for the answer-providing service, such as via a GUI and/or using a messaging interface based on email or other types of electronic messages. When communications occur via electronic messages, the answer-providing service may in some situations generate and include unique tracking identifiers in electronic messages sent to users, so that the users can reply back to the messages in order to provide a command to the answer-providing service that includes a tracking identifier previously sent to the user and thus verify that the command is sent by someone with access to the electronic messages of the user.

Abstract: Disclosed are various implementations of systems, methods, and computer programs that facilitate associating a sentiment with a user-defined topic. In an implementation, a system comprises a computing device in communication with a client device. The computing device includes a memory operable to store one or more modules. The computing device also includes a processor coupled to the memory to retrieve a user-defined topic and a sentiment selection, associate the sentiment with the user-defined topic, and cause generation of graphics at the client device. The graphics represent sentiment statistics corresponding to the sentiment over a predetermined time period.

Abstract: The present disclosure extends to methods, systems, and computer program products for motivating customers to voluntarily provide information about themselves to retailers. The retailer provides the customer with an application for a mobile device, which application is configured for detecting the customer's presence in the retailer's store when the application is enabled. The application is enabled by the customer providing the requested information. When the application detects the customer's presence in the store for a selected time period or when the customer makes a purchase, then the retailer awards a contribution to charity. This charitable contribution is an incentive for the customer to use the mobile application in the store.

Abstract: In an aspect of the present invention, a need determination device includes a storage unit configured to store survey data in which an assessment value of a quantitatively or qualitatively assessable survey item is set at each textbook that is the same type as an object of which needs are to be determined, and need assessment data in which an assessment value of a need is set at each of the textbooks; a determination logic generation unit configured to generate a determination logic for determining a need based on the survey data and the need assessment data; and a determination unit configured to determine a need of the object by applying, to the determination logic, input data in which the assessment value of the survey item of the object of which needs are to be determined is set.

Abstract: A dynamic system and method for efficiently measuring organizational compliance with multiple, overlapping, selected sources of compliance requirements by making associations of individual source controls and survey questions with a limited set of discrete compliance objectives, and by enabling creation of compliance surveys and analysis of survey answer sets based on user-selected criteria that may include selection of a specific source or sources; one or more discrete compliance objectives, and/or a choice of questions from a master question pool. Custom surveys with weighted questions and dynamic reporting enables responses to compliance audits to be analyzed against a predetermined benchmark result, against responder's own prior results, or against other responders.

Abstract: A technique of providing consumer ratings relates to the requesting from providers, consumer contact information for consumers receiving goods and/or services from the providers by an independent third-party rating service. In response to receiving the consumer contact information, sending of survey questionnaires to the consumers may then be accomplished. The independent third-party rating service may then cause the compiling of the survey results, and then may display on its third-party website the consumer ratings for the actual consumers who have received the goods and/or services. The third-party rating service may supply to the provider computers the ratings or reviews from the surveyed consumers. Sub-categories may also be searched.

Abstract: A technique of providing consumer ratings relates to the requesting from providers, consumer contact information for consumers receiving goods and/or services from the providers by an independent third-party rating service. In response to receiving the consumer contact information, sending of survey questionnaires to the consumers may then be accomplished. The independent third-party rating service may then cause the compiling of the survey results, and then may display on its third-party website the consumer ratings for the actual consumers who have received the goods and/or services. The third-party rating service may supply to the provider computers the ratings or reviews from the surveyed consumers. Sub-categories may also be searched.

Abstract: The present disclosure includes descriptions of various aspects of unified communication (UC) systems, including UC management and analysis systems and related tools and techniques. Described systems, tools, and techniques are adapted for enhanced UC data capture, analysis, and reporting; enhanced UC monitoring services; and a user survey service that can be used for conducting user surveys related to UC services. Embodiments disclosed herein include computer systems and methods for using presence information to survey users. A described UC system includes a survey service server that communicates with devices associated with a customer site. In a described embodiment, after determining if a user is available (e.g., online and involved in a meeting or other activity) based on presence information, a user survey service initiates a survey at that time via a real-time communication mechanism (e.g., instant messaging).

Abstract: A computer-implemented method for survey management is disclosed. Purchase data is received via a computer network from a first digital device coupled to the computer network. A targeted survey is generated based on the purchase data. A web link associated with the targeted survey is transmitted to a second digital device coupled to the computer network. A survey response is received via the web link from the second digital device. A weight is assigned to the survey response. The weighted survey response is transmitted for display on a third device coupled to the network.

Abstract: Systems and methods for prompting follow-up actions in response to a survey are disclosed. According to some implementations, a computer-implemented method may include conducting an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer associated with the customer location, the automated survey being configured by a computer utilizing a processing device to automatically prompt the customer for survey result information regarding the quality of the service performed by the servicer for the customer associated with the customer location, wherein the customer location is the location of the customer from which the servicer leaves upon completion of the service performed by the servicer for the customer. The method may also include automatically receiving, by the computer, the survey result information regarding the service performed by the servicer for the customer associated with the customer location.

Abstract: Disclosed is a method for providing polls or surveys to users in the midst of a communication between a device and a server. The method includes establishing a communication between a device associated with a user and a server, receiving data about the user, based on the data, presenting a survey to the user during the communication between the device and the server to yield survey data and processing the survey data. Survey can be chosen based on the program the user is listening to as well as personal user data such that targeted personalized surveys can be offered that are likely to be taken by the user during the communication.

Abstract: A system for conducting electronic surveys comprises a processing device coupled to a network. The processing device is configured to provide a graphical user interface (“GUI”) defining an electronic survey. The GUI defines a survey page comprising a first region including a plurality of different objects selectable by a user taking the survey. The GUI also defines a second region defining a first portion assigned a first relative rating on a rating scale and a second portion assigned a second relative rating, for selective placement of objects from the first region by the user. The GUI provides data related to the placement of each object into the first and second portions by the user, while continuing to display each selection on the same survey page. The processing device also derives explicit and non-explicit information related to the placement of respective objects. A method and GUI are also disclosed.

Abstract: Receiving, tracking, and analyzing business intelligence data. In one embodiment, for example, a computer-implemented method comprises: a feedback intermediary obtaining, from a user's computing device, the user's selection of an entity to provide feedback on; the feedback intermediary causing the user to be prompted at the user's computing device to provide feedback on the entity; the feedback intermediary obtaining feedback on the entity from the user's computing device; and providing the user's feedback on the entity to a computing device associated with the entity.

Abstract: A system and method for populating and analyzing a member consumer profile database for implementing an incentive driven targeted product marketing program is disclosed. To implement the targeted product marketing program, personal profile information is collected from several member consumers and stored in a profile database. A group of the member consumers are identified and selected, and the promotion operator provides a promotion to this group on behalf of a sponsor. During and/or after the promotion, information is solicited from the member consumer about the promotion in exchange for rewards. In addition, interactive behavior information of the member consumer is tracked. The solicited information and the interactive behavior information can then be used to enrich the profile database for future promotions.

Abstract: A method and system for facilitating visual feedback and analysis over a network that has multiple users who each have a communication device, the method comprising facilitating posting a question to a selected number of consumers via the network; receiving, via the network, a response to each question from each responding consumer, wherein the response comprises a text message and an image (e.g., picture, a plurality of pictures, and a video); categorizing the response from each responding consumer; evaluating all responses in each category of responses by assigning a pre-established quantitative point value to each response; and ranking all responses using the quantitative point value.

Abstract: A computer-implemented method according to an embodiment of the present disclosure comprises: providing one or more questions to a lead; receiving a respective one or more answers to the one or more questions from the lead; identifying, by the computer system based on the one or more answers, one or more client organizations for matching with the lead; confirming interest by the lead in a client organization of the one or more client organizations; and transferring the lead to the confirmed client organization.

Abstract: The present concept is a method for surveying brand preference which includes the steps of providing a participant with a unique identification data card and code. The participants input personal information into a database through an interactive electronic surface device for administering a product taste challenge, wherein the surface device in communication with the identification card and the database. Additionally there is provided an algorithm which based on information in the database corresponding to the identification card selects a product challenge test and a product challenge test selected by the participant is administered and the results of product challenge results are displayed. Personal information includes personal data and personality data, wherein personality data includes answers to survey questions regarding likes and dislikes of selected foods, beverages and tastes.

Abstract: One or more games may be developed and then provided to a group of consumers prior to those games becoming publicly available. After the users play the games for a predetermined amount of time, user feedback may be solicited and received. A game score for each game may be generated based on the user feedback and the game score may be utilized to determine whether the games should be modified prior to being publicly released to consumers. Based at least in part on historical data for other games, such as game scores and past sales performance for games that were previously released, the sales performance for the games that have yet to be released may be predicted. Such predictions may be generated based at least in part on one or more predictive models and/or regression analysis.

Abstract: Systems and methods are provided for generating adaptive surveys including questions and answer options selectable by users, and human-readable review prose based on answers to the questions. The survey may be related to an assessment of a business, and may be transmitted to a user electronic device. The generated survey may include one or more questions with selectable answer options. The selection of the answer options can be received from the user electronic device, and be used to generate the prose for the review. The user and/or the business may edit the prose and/or modify the intensity of the generated review. Tree data structures may be utilized to generate the questions of the survey, to store the answers, and generate the sentences of the review. Analytic data may be generated based on the selected answer options, which can be used to assess and influence marketing and business efforts.

Abstract: System and method for transaction based pricing are described. The method comprises defining one or more transactions which include at least one sub-process. Further, units per transaction for each of the at least one sub-process is identified based on requirement data. Thereafter, a process complexity is assigned to the each of the at least one sub-process based on a complexity score computed for the each of the at least one sub-process. Further, a processing time is obtained for the each of the at least one sub-process based on the process complexity assigned to the each of the at least one sub-process. Further, estimated efforts for performing the one or more transactions are ascertained based on the processing time obtained for the each of the at least one sub-process. Furthermore, pricing for each of the one or more transactions is identified based on the estimated efforts.

Abstract: A system, apparatus and method for determining grip sensing for a portable device that is configured to produce media exposure data. At least one sensor associated with a portable device produces sensed grip readings representing a manner in which the device was grasped. The sensed grip readings may be processed to determine a manner of usage or a user identity. Additional sensor readings, such as touch screen readings and accelerometer readings may be combined with the grip sensing. The sensor data may be combined with the media exposure data for report generation for audience measurement purposes.

Abstract: A message may be sent to a user to solicit user feedback about a shared ride parameter. The message may include a question based on a value of the parameter. A response to the message may be received from the user. A setting of a ride sharing system may be modified based on the response. The modified setting may be a shared ride parameter value associated with the user. The message may be sent as an e-mail, a text message, a web page, and/or a chat message. The message may be automatically generated based on data collected by a computer of a vehicle used for the shared ride.

Abstract: The present disclosure provides methods, a web server and a user device for generating, transmitting and using customized survey questionnaires. The methods, web server and user device collect behavioral data of a survey participant through a user device, behavioral data indicative of events occurring during a browsing session with respect to an origin. The method and web server generate a customized survey questionnaire based on the received behavioral data throughout the browsing session with respect to the origin, the customized survey questionnaire comprising one of: a survey question selected among a plurality of survey questions from a survey question database based on the received behavioral data, and a survey question generated based on the received behavioral data.

Abstract: Provided is a method for verifying the accuracy of a response to a web-based survey. The method includes providing a survey on a website and receiving a survey response from an electronic device associated with a respondent, as well as receiving verification data from the electronic device. The verification data is analyzed to determine a likelihood of cheating. The survey response is saved in an authentic database when the likelihood of cheating is below a threshold.

Abstract: Provided are methods and systems for online support and promotion of authors. Upon allocation of creations to various categories, an author may be supported and promoted by an audience. The audience comprising multiple unregistered users may provide their assessment by viewing and listening to the creations of the author, leaving their comments or making votes. The assessment of the audience may increase a rating of the author or his creations. A high rating may prompt investors to provide a financial support to the author or his creations. The investors may provide the financial support in any amount and within any time period. Based on the financial support, an interest or a fixed amount from future income of the author or his creations may be provided to the investors and a service provider associated with online support and promotion of authors.

Abstract: Items—including gourmet products—are evaluated and rated by participants in a controlled event, which can be coordinated by software locally or at a dedicated website. Event data, including item scores and participant scores can be shared with vendors, merchants and other commercial entities associated with the products. Promotional incentives from such entities for the products (and related products) can then be directly targeted and provided to participants and other members of the public. The participant's activities can also be collected and disseminated to affiliates/friends of the participants through social networking sites, personalized web pages, etc.

Abstract: A content intelligence module implementing a unique polarization algorithm may operate to identify products with polarized sentiments in user-generated content. The module may be configured to, at a first computer: calculate an overall average rating on a product across segments in a dimension; for each segment in the dimension, calculate a segment average rating, a total number of ratings, a segment distance, and a weighted variation score; calculate a total weighted variation score for the dimension; analyze a distribution of overall sentiment variation in the dimension; set a polarization score for the dimension utilizing the total weighted variation score; and repeat the above steps for each feature, each product, and each dimension to produce polarization scores. Visual representations corresponding to the polarization scores may be presented through a browser application running on a second computer communicatively connected to the first computer over a network connection.

Abstract: An audience platform is disclosed. In a first example case, a first question is received. A preference event associated with the first question is received. A score is determined for the first question based at least in part on the preference. In a second example case, indications of a first and second potential interviewee are received. Preference events associated with the first and second potential interviewees are received. Scores are determined for the first and second potential interviewees based at least in part on the received preference events. A designated interviewee is selected based on the first and second scores. In a third example case, indications of a first and second potential awardee are received. Preference events associated with the first and second potential awardee are received. Scores are determined for the first and second potential awardees based at least in part on the received preference events.

Abstract: In one aspect, a method for managing an online survey includes receiving, by a first computing device, from a second computing device, a request to conduct an online survey, the request identifying a requested number of responses and a requested response time. The method includes determining, by the first computing device, a number of panelists to survey, based upon the requested number of responses. The method includes transmitting, by the first computing device, to the determined number of panelists, the survey. The method includes receiving, by the first computing device, from a subset of the determined number of panelists, at least one survey response. The method includes modifying, by the first computing device, the determined number of panelists. The method includes receiving, by the first computing device, responsive to the modification, the requested number of responses and providing the requested number of responses within the requested response time.

Abstract: Items—including gourmet products—are evaluated and rated by participants in a controlled event, which can be coordinated by software locally or at a dedicated website. Event data, including item scores and participant scores can be shared with vendors, merchants and other commercial entities associated with the products. Promotional incentives from such entities for the products (and related products) can then be directly targeted and provided to participants and other members of the public. The participant's activities can also be collected and disseminated to affiliates/friends of the participants through social networking sites, personalized web pages, etc.

Abstract: A method and apparatus for sharing end user feedback is disclosed. An apparatus that incorporates teachings of the present disclosure may include, for example, a system can have a collection element that receives a vendor identifier and a measure of satisfaction associated therewith, and a storage element that stores the measure of satisfaction in a telephone directory of commercial vendors according to the vendor identifier. Additional embodiments are disclosed.

Abstract: A system comprises one or more modules to access a business rule, deconstruct the business rule into a condition and an associated action, determine a set of questions relevant to the condition, place the set of questions into a question queue, order the question queue, and present the question queue to a user. A system comprises one or more modules to determine a subject of the request received from a user, use the subject to obtain a set of relevant questions, examiner each question and determine whether an answer to a current question is available in a storage area, and present the current question when the answer is not available. A system comprises one or more modules to access a decision tree, determine a current node, determine an estimated number of nodes between the current node and a leaf node, and present a representation using the estimated number of nodes.

Abstract: Systems and techniques for collecting information as authorized by information providers and sharing the information with information recipients according to criteria specified by the information providers. Information is collected from one or more of a variety of sources and stored in a provider profile, with the provider profile also specifying criteria for sharing the information, including payment required for sharing the information with particular categories of recipients. An exchange system is maintained allowing recipients to request or to otherwise specify needs for particular categories of information and payments to be provided by the information, and needs or requests of recipients for information are matched with criteria specified by providers, with information being transferred or used to provide results for a recipient and payment being transferred from the recipient to a provider or providers when a match between information needs and criteria for sharing information is identified.

Abstract: Described are a method and a system for conducting a survey of at least one survey item. The method includes obtaining historical survey data of the at least one survey item for T number of data stores. The method also includes determining a sparsity number K associated with the historical survey data of the at least one survey item for the T number of data stores. The method also includes determining a target number M based on the sparsity number K. The target number M is indicative of a reduced number of data stores, present amongst the T number of data stores, for collection of current survey data to estimate current survey data of the at least one survey item for the T number of data stores.

Abstract: A social opinion system and method are disclosed. Questions or statements are generated and sent electronically to a plurality of users of a social networking service. A simple response mechanism is generated for display in a user interface with the questions or statements. Data characterizing responses provided by the plurality of users using the simple response mechanism are received by a computer. Real-time information related to the questions or statements is generated by the computer, and provided from the computer via a communication network to at least one designated recipient.

Abstract: A context-aware computing system for delivering surveys to a customer. The choice of which survey to send to a customer may be tailored based on a click path (route), customer history, and customer interests. A customer browsing a Web page initiates the survey decision process. A control module selects a survey to send to a customer based on the criteria above and customer intent. Customer responses are then harvested from the Web-based survey.

Abstract: Access to valuable website content is restricted until an individual registers and provides contact and other information relevant to his company and his position. If an unregistered individual attempts to access restricted information, he is automatically taken to an information request page. Once he has completed the page, he is taken to a thank you page, then redirected to the desired restricted content. The user is also sent an automatic email which contains a website access code. A registered visitor also retains access to restricted content through a long-term cookie delivered to his Internet browser. Progressive profiling can be implemented by tying access to higher-value website content to a requirement for input of additional information, so that new visitors are not overloaded with an initial barrage of questions. Received visitor information is transferred to a Customer Relationship Management database for scoring and ranking.

Abstract: Systems and methods of predictive modeling of customer interaction content data include the collection of customer interaction content data. The collected customer interaction content data is analyzed to create structured data. At least one predictive analysis algorithm is applied to the restored data. At least one prediction of an outcome is produced based upon the application of the predictive analysis algorithm. At least one automated response is generated to the at least one prediction.

Abstract: A method of ranking a plurality of products includes obtaining a numerical user score for each of the plurality of products, calculating an opinion score for each of the plurality of products for which a written comparison sentiment applies, determining a final score by combining the numerical user rating and the opinion score for each of the plurality of products, and ranking the plurality of products based on the final score. The opinion score is derived from one or more written comparison sentiments containing a first product name and a second product name. In another aspect, a computer readable medium has instructions stored thereon which, when executed, cause a computer to perform a method of ranking a plurality of products including at least a first product and a second product.

Abstract: A product assortment system includes a crawler obtaining product information from one or more domains and storing the product information in a database. A user interface determines one or more product categories associated with one or more products of a customer. A keyword module determines criteria for associating one or more products of one or more competitors with the product categories. The user interface generates a display indicating overlap of the one or more products of the customer with the one or more products of the competitors.

Abstract: A method and system is disclosed that provides: (a) a theoretical framework for designing psychological research that uncovers individual decision-making networks, both in terms of sampling requirements and questioning methods, (b) an implementation interface to schedule and administer the appropriate question sequences between an interviewer and a given individual, in real-time, via a web-based system, and (c) a coding and analysis system to summarize and quantify the potential of alternative decision structures to be used to optimize the development of marketing and communication strategies.

Abstract: A system and method for bringing potentially interesting web content to a user's attention in a faster and more interesting way. Embodiments are directed towards selecting for display at a client device news or facts that are relevant to a user's categorization of topics of interest or historical topics of interest. Topics maybe classified by a topic classifier and placed into different categories. Actions of the user on the client device are used to drive the interest content.