Real time usability feedback with sentiment analysis

Patent No. 9,760,913

Issued: September 12, 2017
Filed: October 24, 2016

Inventors: Allen; Mark T. (Scarborough, CA), Gill; Amy M. (Brampton, CA), Guminy; Scott M. (Newmarket, CA)
Assignee: International Business Machines Corporation (Armonk, NY)


Providing user software feedback and conflict resolution from a kiosk device. A computer of the kiosk captures audio and visual data from a user during an interaction between the user and software of the kiosk device. The computer analyzes the audio data and visual data to determine at least a sentiment of the user relative to the interaction and determines a score for the interaction. If the score is greater than a threshold, the computer determining at least a portion of the software needs improvement based on the score and the determined sentiment of the user during the interaction.


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