Customer feedback acquisition and processing system
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United States of America Patent
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-
Jan 21, 2003
Grant Date -
N/A
app pub date -
Jul 19, 1999
filing date -
Jul 19, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A customer feedback acquisition and processing system is disclosed. Customer feedback, which may optionally include voice signals, is captured and stored in a database. The database can be searched to develop a subset of records pertaining to an area of interest. A data mining tool can then be used on the subset to identify trend(s) in the customer feedback records. The database tool assigns relevance scores to each word ('concept') in one or more fields of the records in the subset. It then combines the concepts and develops new relevance scores for the combined concepts to identify trend(s) in the customer feedback records.
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