Review response generation and review sentiment analysis

Patent metadata

Field	Value
Publication number	US-12112358-B2
Application number	US-202318129253-A
Country	US
Kind code	B2
Filing date	Mar 31, 2023
Priority date	Nov 8, 2018
Publication date	Oct 8, 2024
Grant date	Oct 8, 2024

Abstract

A system and method to determine a sentiment score associated with a review element extracted from a first review posted by an end-user system to a first review platform of the plurality of review platforms, where the first review is associated with a merchant system. In view of a review response template associated with the merchant system, a first review response is generated, the first review response including a set of values corresponding to a set of response components, where a value of the set of values includes the review element. The first review response to the first review platform is distributed via a first application program interface associated with the first review platform. Feedback relating to the first review response is received. One or more terms of the review response template are adjusted in view of the feedback to generate an updated review response template. In view of the updated review response template, a second review response is generated, where the second review response includes an updated set of values corresponding to the set of response components. The second review response is distributed to a second review platform via a second application program interface.

First claim

What is claimed is:

1. A method comprising:
receiving, from a merchant system, a selection of a review element to be extracted from one or more reviews posted via one or more of a plurality of review platforms;
determining, by a processing device, a sentiment score associated with the review element extracted from a first review of the one or more review posted by an end-user system to a first review platform of the plurality of review platforms, wherein the first review is associated with the merchant system;
generating, in view of a review response template associated with the merchant system, a first review response comprising a set of values corresponding to a set of response components, wherein a value of the set of values comprises the review element;
distributing, via a first application program interface associated with the first review platform, the first review response to the first review platform;
receiving feedback relating to the first review response;
adjusting one or more terms of the review response template in view of the feedback to generate an updated review response template;
generating, in view of the updated review response template, a second review response comprising an updated set of values corresponding to the set of response components; and
distributing, via a second application program interface associated with a second review platform, the second review response to the second review platform.

2. The method of claim 1 , further comprising causing a display of the first review response and the first review comprising the sentiment score associated with the review element.

3. The method of claim 1 , further comprising:
generating a plurality of options for each of the set of response components; and
receiving, from the merchant system, one or more selections corresponding to one or more of the plurality of options.

4. The method of claim 1 , further comprising generating a custom response component based on information received from the merchant system.

5. The method of claim 4 , further comprising storing the custom response component in association with the merchant system.

6. The method of claim 1 , further comprising generating a graphical user comprising a display of a ranked listing of a set of review elements corresponding to a set of reviews associated with the merchant system, wherein a corresponding sentiment score is displayed with each review element of the set of review elements.

7. A system comprising:
a memory to store instructions; and
a processing device operatively coupled to the memory, the processing device to execute the instructions to perform operations comprising:
receiving, from a merchant system, a selection of a review element to be extracted from one or more reviews posted via one or more of a plurality of review platforms;
determining a sentiment score associated with the review element extracted from a first review of the one or more review posted by an end-user system to a first review platform of the plurality of review platforms, wherein the first review is associated with the merchant system;
generating, in view of a review response template associated with the merchant system, a first review response comprising a set of values corresponding to a set of response components, wherein a value of the set of values comprises the review element;
distributing, via a first application program interface associated with the first review platform, the first review response to the first review platform;
receiving feedback relating to the first review response;
adjusting one or more terms of the review response template in view of the feedback to generate an updated review response template;
generating, in view of the updated review response template, a second review response comprising an updated set of values corresponding to the set of response components; and
distributing, via a second application program interface associated with a second review platform, the second review response to the second review platform.

8. The system of claim 7 , the operations further comprising causing a display of the first review response and the first review comprising the sentiment score associated with the review element.

9. The system of claim 7 , the operations further comprising:
generating a plurality of options for each of the set of response components; and
receiving, from the merchant system, one or more selections corresponding to one or more of the plurality of options.

10. The system of claim 7 , the operations further comprising generating a custom response component based on information received from the merchant system.

11. The system of claim 10 , the operations further comprising storing the custom response component in association with the merchant system.

12. The system of claim 7 , the operations further comprising generating a graphical user comprising a display of a ranked listing of a set of review elements corresponding to a set of reviews associated with the merchant system, wherein a corresponding sentiment score is displayed with each review element of the set of review elements.

13. A non-transitory computer readable storage medium having instructions that, if executed by a processing device, cause the processing device to perform operations comprising:
receiving, from a merchant system, a selection of a review element to be extracted from one or more reviews posted via one or more of a plurality of review platforms;
determining, by a processing device, a sentiment score associated with the review element extracted from a first review of the one or more review posted by an end-user system to a first review platform of the plurality of review platforms, wherein the first review is associated with the merchant system;
generating, in view of a review response template associated with the merchant system, a first review response comprising a set of values corresponding to a set of response components, wherein a value of the set of values comprises the review element;
distributing, via a first application program interface associated with the first review platform, the first review response to the first review platform;
receiving feedback relating to the first review response;
adjusting one or more terms of the review response template in view of the feedback to generate an updated review response template;
generating, in view of the updated review response template, a second review response comprising an updated set of values corresponding to the set of response components; and
distributing, via a second application program interface associated with a second review platform, the second review response to the second review platform.

14. The non-transitory computer readable storage medium of claim 13 , the operations further comprising causing a display of the first review response and the first review comprising the sentiment score associated with the review element.

15. The non-transitory computer readable storage medium of claim 13 , the operations further comprising:
generating a plurality of options for each of the set of response components; and
receiving, from the merchant system, one or more selections corresponding to one or more of the plurality of options.

16. The non-transitory computer readable storage medium of claim 13 , the operations further comprising:
generating a custom response component based on information received from the merchant system; and
storing the custom response component in association with the merchant system.

17. The non-transitory computer rea

Assignees

• Yext Inc

Inventors

• Casalino Calvin
• Beall Victoria
• Kennell Jonathan
• Berry Benjamin

Classifications

• G06F40/30

  Semantic analysis · CPC title

• G06Q30/0282 Primary

  Rating or review of business operators or products · CPC title