Customer Review Filtering for Inappropriate Content Management
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Solution Overview
Problem
Businesses face challenges in effectively managing both positive and negative online customer reviews, which impact their online branding and customer loyalty, with existing systems struggling to handle inappropriate content and provide meaningful engagement.
Innovation Solution
A computing system and method that retrieves, analyzes, and manages customer reviews, identifies inappropriate content, and modifies the display based on cursor movements, allowing businesses to engage with reviews and improve their online presence.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If all customer reviews are displayed publicly, then customer feedback transparency is improved, but inappropriate content harm increases
Solution Approach 1:
The system extracts and removes inappropriate content from reviews before display. The processor identifies profanity, offensive language, and inappropriate material, then excludes these portions from public viewing while preserving the rest of the review content for transparency.
Solution Approach 2:
The system applies different quality standards to different parts of review content. Appropriate content is displayed in full for transparency, while inappropriate portions are filtered or obscured. This allows selective visibility where different parts of the same review have different display qualities.
2Object-affected harmful factors
If review content is filtered to remove inappropriate material, then harmful factors are reduced, but information completeness is lost
Solution Approach 1:
The system introduces an intermediary processing layer between the original review content and public display. This intermediary (the processor) selectively filters inappropriate material while preserving appropriate content, acting as a mediator that protects against harm without completely removing the review's informational value.
3Ease of operation
If businesses manually manage and respond to reviews, then engagement quality is improved, but time consumption increases
Solution Approach 1:
The system enables self-service review management where the processor automatically performs content analysis, inappropriate material identification, and filtering without requiring manual business intervention. Businesses can configure filtering parameters once, and the system autonomously manages ongoing review content moderation.
Solution Approach 2:
The system performs preliminary filtering and content analysis before reviews are publicly displayed. By pre-identifying and removing inappropriate content in advance, the system eliminates the need for time-consuming manual review management and response generation.
4Productivity
If review processing is automated, then time efficiency is improved, but detection precision may deteriorate
Solution Approach 1:
The system incorporates feedback mechanisms where businesses can review and adjust the automated filtering results. The processor provides detected inappropriate content to businesses for verification, and this feedback loop allows refinement of detection algorithms to improve precision while maintaining automated efficiency.
Data Source
AI summary
A computing system and method enables a business to manage negative and positive reviews of a purchased good or service. An example computing system may be configured to retrieve ratings and reviews relating to the business from a plurality of computing devices deployed within a communication network; extract data from the ratings and reviews; determine a parameter for the business based at least upon the data extracted from the ratings; process the data extracted from the reviews to identify inappropriate content; generate signals to obscure the inappropriate content in the reviews; generate a graphical user interface comprising a display of a listing of the ratings and reviews including the signals obscuring the inappropriate content in the reviews; detect cursor movements on the graphical user interface; and modify the display of the graphical user interface based at least on the cursor movements in relation to the inappropriate content.