System Detecting and Mitigating Frustration of Software User
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United States of America Patent
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Issued Date -
Jun 23, 2016
app pub date -
Dec 17, 2014
filing date -
Dec 17, 2014
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Abstract
A software frustration detection system interposed between software and a user, receives interactions indicative of user frustration (e.g., a user accessing in-product help, a user performing a sequence of actions but not clicking “submit”, a user canceling operations, etc.). Due to privacy concerns, the system may not gain access to substantive data of the interaction. Based upon characteristics of detected interaction(s), the system is configured calculate a frustration score, and then provide user support based upon that score. In particular, a support subsystem may locate various possible sources of support (e.g., user blogs, demonstrations, IT department contact), connect to those support services, and then provide appropriate support to a user. The system may operate in an iterative manner, with increasing frustration revealed by subsequent user actions, being met with an escalating intensity of support provided. Certain embodiments may operate based upon active user feedback to the provided support.
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