17960574. USE OF CUSTOMER ENGAGEMENT DATA TO IDENTIFY AND CORRECT SOFTWARE PRODUCT DEFICIENCIES simplified abstract (Microsoft Technology Licensing, LLC)

USE OF CUSTOMER ENGAGEMENT DATA TO IDENTIFY AND CORRECT SOFTWARE PRODUCT DEFICIENCIES

Organization Name

Microsoft Technology Licensing, LLC

Inventor(s)

Karl Buhariwala of Sammamish WA (US)

Adity Agarwal of Redmond WA (US)

Ganga Narayanan of Kirkland WA (US)

Kiran Nallabothula of Redmond WA (US)

USE OF CUSTOMER ENGAGEMENT DATA TO IDENTIFY AND CORRECT SOFTWARE PRODUCT DEFICIENCIES - A simplified explanation of the abstract

This abstract first appeared for US patent application 17960574 titled 'USE OF CUSTOMER ENGAGEMENT DATA TO IDENTIFY AND CORRECT SOFTWARE PRODUCT DEFICIENCIES

Simplified Explanation

The abstract describes a method for automatically identifying and addressing customer dissatisfaction with a software product. Here is a simplified explanation of the abstract:

• The method collects engagement data from customer interactions with the software product.
• It detects trigger events indicating customer dissatisfaction.
• Based on the engagement data, it identifies potential deficiencies in the software product.
• It generates repair tickets for the development team to address these deficiencies.

Potential Applications

This technology could be applied in various industries where customer feedback is crucial for product improvement, such as software development, customer service, and user experience design.

Problems Solved

This technology helps to quickly identify and address root causes of customer dissatisfaction, leading to improved customer satisfaction and loyalty. It streamlines the feedback process and ensures that issues are promptly addressed.

Benefits

The benefits of this technology include enhanced customer satisfaction, improved software product quality, and increased customer loyalty. It also helps development teams prioritize and address issues efficiently.

Potential Commercial Applications

This technology could be used in software companies, customer service departments, and any business that relies on customer feedback to improve products and services. A SEO optimized title for this section could be "Commercial Applications of Automated Customer Feedback Analysis Technology".

Possible Prior Art

One possible prior art for this technology could be customer feedback tools and systems used in various industries to gather and analyze customer feedback data. These tools may include surveys, feedback forms, and customer satisfaction metrics.

How does the method differentiate between different types of trigger events indicating customer dissatisfaction?

The abstract mentions detecting trigger events indicating customer dissatisfaction, but it does not specify how the method distinguishes between different types of trigger events or severity levels of dissatisfaction.

What criteria are used to prioritize and generate repair tickets for the development team?

The abstract mentions generating repair tickets for the development team based on identified potential deficiencies, but it does not detail the criteria or algorithm used to prioritize and assign these tickets.

Original Abstract Submitted

A method for automatically identifying a root cause of customer dissatisfaction with a software product and creating feedback items to improve the software product includes collecting engagement data pertaining to interactions between a customer and a flow of visual elements presented by the software product and detecting a trigger event indicating that the customer is dissatisfied with the software product. In response to the trigger event and based at least in part on the engagement data, a potential deficiency of the software product is automatically identified and a repair ticket is generated for a development team. The repair ticket identifies the potential deficiency of the software product.