Customer Review Management Through Content Filtering and Interactive Display

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Solution Overview

Problem

Businesses face challenges in effectively managing both positive and negative online reviews, which impact their online branding and customer loyalty, as existing systems struggle to handle inappropriate content and provide meaningful engagement with customer feedback.

Innovation Solution

A computing system and method that retrieves, analyzes, and manages customer reviews, identifies inappropriate content, obscures it, and allows businesses to engage with reviews through a graphical user interface that responds to cursor movements, enabling dynamic control over review display.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If all customer reviews are displayed publicly, then customers can access comprehensive feedback information, but inappropriate content damages online branding and customer trust

Engineering Contradiction:

Improvecomprehensive feedback informationVSAvoidinappropriate content impact

Core Design Contradiction:

Loss of informationVSObject-affected harmful factors

Solution Approach 1:

The system extracts and removes inappropriate content from reviews while preserving the rest of the feedback. The processor identifies profane, offensive, or spam content and excludes only those portions from public display, allowing businesses to maintain comprehensive yet clean review sections that build trust without exposing harmful elements

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The system applies different quality standards to different parts of review content. Appropriate feedback is displayed in full to provide comprehensive information, while inappropriate portions are selectively obscured or removed. This local differentiation allows the review section to simultaneously maintain information completeness and brand protection

Inventive Principle:

Principle #3Local quality

2Reliability

If negative reviews are fully visible, then potential customers can see honest feedback, but excessive negative content deters customers and harms business reputation

Engineering Contradiction:

Improvehonest feedback visibilityVSAvoidreputation damage from negative content

Core Design Contradiction:

ReliabilityVSObject-generated harmful factors

Solution Approach 1:

The system converts potentially harmful negative reviews into beneficial feedback by filtering out inappropriate content while preserving constructive criticism. Negative reviews that contain useful information about product or service improvements are displayed after removing offensive elements, transforming reputation threats into opportunities for demonstrating responsive customer service

Inventive Principle:

Principle #22Blessing in disguise (Convert harm into benefit)

3Object-affected harmful factors

If a strict content filter is applied to reviews, then inappropriate content is effectively blocked, but legitimate customer feedback may be incorrectly obscured

Engineering Contradiction:

Improveinappropriate content blockingVSAvoidlegitimate feedback loss

Core Design Contradiction:

Object-affected harmful factorsVSLoss of information

Solution Approach 1:

The system implements a feedback mechanism where businesses can review flagged content and make decisions about obscuring or displaying specific reviews. This human-in-the-loop approach allows legitimate feedback to be preserved while inappropriate content is blocked, as business owners can override automatic filtering decisions when they misidentify valid customer input

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system adjusts filtering parameters based on context and business preferences. Rather than applying a fixed strict filter, the obscuring threshold and sensitivity can be modified to balance between blocking inappropriate content and preserving legitimate feedback, allowing customization based on business needs and review patterns

Inventive Principle:

Principle #35Parameter changes

4Object-affected harmful factors

If businesses manually review each customer feedback, then they can control content quality, but it requires significant time and resources

Engineering Contradiction:

Improvecontent quality controlVSAvoidmanual review time

Core Design Contradiction:

Object-affected harmful factorsVSLoss of time

Solution Approach 1:

The system performs preliminary automatic filtering of inappropriate content before it reaches business owners for review. By pre-identifying and obscuring profane, offensive, or spam content, the system reduces the volume of reviews requiring manual attention, allowing businesses to focus their time and resources on responding to legitimate customer feedback rather than filtering inappropriate content

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS12387035B2System and method for customer review management

Publication Date: 2025.08.12 TRUST GRADE LLC

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.