Patent ID: 8175909
Filing Date: 2012-05-08
Classification: G06Q

Abstract:
1. A method of integrating user feedback, comprising: receiving customer interaction data that describes customer interactions, of at least two users with a business, related to an implicated product/process offered by the business, wherein receiving the customer interaction data comprises receiving warranty claim data generated based on a warranty claim related to the implicated product/process and made by at least one of the users; storing, in a database, the received customer interaction data that describes customer interactions of the users; aggregating, by a processor, the customer interaction data that describes customer interactions of the users, wherein aggregating the customer interaction data comprises integrating the warranty claim data with other customer interaction data that is different than warranty claims; analyzing the aggregated customer interaction data to identify the implicated product/process; making at least a portion of the aggregated customer interaction data available to inspire changes in multiple, different parts within the business, the multiple, different parts within the business each performing a different business function related to the implicated product/process and including a product documentation part of the business; determining whether the aggregated customer interaction data that describes customer interactions of the users reaches a threshold level with respect to one or more aspects of the implicated product/process identified; if the threshold level is determined to have been reached, handling, through a call center consumer interaction, a product failure covered by warranty, the handling including: