Method and system for providing a dynamically updated expertise and context based peer-to-peer customer support system within a software application

• US 10,447,777 B1
• Filed: 06/30/2015
• Issued: 10/15/2019
• Est. Priority Date: 06/30/2015
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Djordjevic, Aleksandra, Olavarrieta, Jorge R.
• Primary Examiner(s): Algibhah, Hamza N
• Assistant Examiner(s): Williams, Tony
• Application Number:
  US14/788,590
• Time in Patent Office: 1,568 Days
• Field of Search: None
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 67/104 Peer-to-peer [P2P] networks
• CPC Class Codes: H04L 67/306 User profiles

Abstract

Users of a software system are provided the opportunity to participate as members of a peer-to-peer support community for the software system. Profile data is obtained indicating areas of expertise associated with members and each member can designate their status as active or non-active. Context criteria data indicating a context status for each active status member is generated. The profile data and the context criteria data for each active status member of the peer-to-peer support community is used to identify one or more sub-sets of active status members of the peer-to-peer support community who share a common context to dynamically match one or more active status members within the peer-to-peer support community and allow the matched members to provide support to each other through the software system.

Claims

1. A method comprising:

providing one or more users of a financial management application program the opportunity to participate as members of a peer-to-peer support community for the financial management application program, wherein functionality pertaining to the peer-to-peer support community is provided within the provided financial management application program;

obtaining profile data for each member of the peer-to-peer support community, the profile data indicating areas of expertise of each member of the peer-to-peer support community;

providing each member of the peer-to-peer support community the capability to provide status data associated with the member of the peer-to-peer support community, the status data indicating an active current status or inactive current status;

defining one or more context criteria indicating a context in which to match active status members of the peer-to-peer support community with asking members of the peer-to-peer support community, the defined context criteria at least including a criterion that a match occurs between one or more active status members of the peer-to-peer support community when those matched active status members are currently interacting with the same data entry field of the financial management application program as an asking member of the peer-to-peer support community;

determining, for each active status member interacting with a data entry field, which data entry field that active status member is currently interacting with;

generating context criteria data representing the context criteria for each active status member of the peer-to-peer support community, the generated context criteria data at least including a data entry field each active status member is currently interacting with;

developing, from a complete set of active status members of the support community, one or more sub-sets of active status members sharing a context criterion which at least includes currently interacting with the same data entry field of the application program as an asking member of the peer-to-peer support community;

continuously automatically updating the context criteria data of each active status member to reflect current context criterions of each user, the context criterion data at least including data entry fields that each active status member is currently interacting with;

continuously updating the one or more sub-sets based on a current context criteria data of each active status member and whether users of a given sub-set are interacting with a same data entry field of the application program;

determining that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community in need of support from one or more other active status members of the of the peer-to-peer support community, resulting in a first asking member, the determination including determining that the given member has spent an amount of time within a particular data entry field where that amount of time exceeds a predetermined threshold value;

responsive to determining a first asking member, determining context criteria data of the first asking member at least indicating the data entry field of the application program that the first asking member is currently interacting with;

using the profile data and the context criteria data for each active status member other than the first asking member and the profile data and/or context criteria data for the first asking member of the peer-to-peer support community to match one or more active status members other than the first asking member with the first asking member, wherein a match occurs between one or more active status members and the first asking member at least when those matched active status members share a context criterion, including when the matched active status members are currently interacting with the same data entry field of the application program as the first asking member; and

providing the first asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the financial management application program.

2. The method of claim 1 wherein the financial management application program is selected from the group of financial management application programs consisting of:

a computing system implemented tax preparation financial management application program;

a network accessed tax preparation financial management application program;

a web-based tax preparation financial management application program;

a cloud-based tax preparation financial management application program;

a computing system implemented business management financial management application program;

a network accessed business management financial management application program;

a web-based business management financial management application program;

a cloud-based business management financial management application program;

a computing system implemented accounting financial management application program;

a network accessed accounting financial management application program;

a web-based accounting financial management application program;

a cloud-based accounting financial management application program;

a network accessed financial management system;

a web-based financial management system; and

a cloud-based financial management system.

3. The method of claim 1 wherein only members of the peer-to-peer support community for the financial management application program are provided the capability to access the dynamic expertise and context based peer-to-peer customer support system within the financial management application program.

4. The method of claim 1 wherein the profile data for each member of the peer-to-peer support community is obtained from a source of profile data for each member of the peer-to-peer support community selected from the group of profile data for each member of the peer-to-peer support community sources consisting of:

data in the financial management application program indicating previous interactions with the financial management application program by the member of the peer-to-peer support community;

data provided by the member of the peer-to-peer support community;

data provided by members of the peer-to-peer support community other than the member of the peer-to-peer support community; and

geographic location data associated with the member of the peer-to-peer support community.

5. The method of claim 1 wherein the status data associated with a member of the peer-to-peer support community can be changed by the member of the peer-to-peer support community at any time.

6. The method of claim 1 wherein the status data associated with a member of the peer-to-peer support community is changed based on a recent level of interaction of the member of the peer-to-peer support community with the financial management application program.

7. The method of claim 1 wherein the context criteria indicating a context in which to match active status members of the peer-to-peer support community with asking members of the peer-to-peer support community further includes one or more criteria selected from the group of criteria consisting of:

the criterion that the active status members of the peer-to-peer support community be currently interacting with the same application of the financial management application program as the asking members of the peer-to-peer support community;

the criterion that the active status members of the peer-to-peer support community be currently interacting with the same module of the financial management application program as the asking members of the peer-to-peer support community;

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated application of the financial management application program;

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated module of the financial management application program;

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated data entry field of the financial management application program;

the criterion that the active status members of the peer-to-peer support community be in the same geographic location as the asking members of the peer-to-peer support community; and

the criterion that the active status members of the peer-to-peer support community be in a designated geographic location.

8. The method of claim 1 wherein the determination that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community is made based on a question being submitted by the member of the peer-to-peer support community.

9. The method of claim 1 wherein providing the asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the financial management application program includes providing the asking member of the peer-to-peer support community one or more communication mechanisms selected from the group of communication mechanisms consisting of:

e-mail;

text message;

video conference;

a hosted forum; and

a question and answer database.

10. The method of claim 9 wherein the one or more communication mechanisms are provided to the asking member of the peer-to-peer support community within the financial management application program and within the current location of the asking member of the peer-to-peer support community within the financial management application program.

11. A method comprising:

providing a tax preparation financial management application program to two or more users;

providing one or more users of the tax preparation financial management application program the opportunity to participate as members of a peer-to-peer support community for the tax preparation financial management application program, wherein the peer-to-peer support community is provided within the provided tax return preparation financial management application program;

obtaining profile data for members of the peer-to-peer support community, the profile data indicating areas of tax expertise associated with the members of the peer-to-peer support community;

providing members of the peer-to-peer support community the capability to provide status data of the members of the peer-to-peer support community, the status data indicating an active current status or inactive current status;

determining, for each active status member interacting with a module of the tax preparation financial management application program, which module that active status member is currently interacting with;

generating context criteria data representing a location within the financial management application program where the active status members of the peer-to-peer support community are interacting with the tax preparation financial management application program for each active status member of the peer-to-peer support community, the generated context criteria including data representing a module of the tax preparation financial management application program that each respective active status member is currently interacting with;

determining that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community in need of support from one or more active status members of the of the peer-to-peer support community other than the member, resulting in the identification of a first asking member;

responsive to the identification of a first asking member, determining context criteria data of the first asking member indicating a module of the tax preparation financial management application program that the first asking member is currently interacting with;

using the profile data and the context criteria data for each active status member other than the first asking member and the profile data and/or context criteria data for the first asking member to match one or more active status members of the peer-to-peer support community with the asking member of the peer-to-peer support community, wherein a match occurs between one or more active status members of the peer-to-peer support community and the first asking member at least when those matched active status members are currently interacting with the same module of the financial management application program as the first asking member; and

providing the first asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the tax preparation financial management application program.

12. The method of claim 11 wherein the tax preparation financial management application program is selected from the group of tax preparation financial management application programs consisting of:

a computing system implemented tax preparation financial management application program;

a network accessed tax preparation financial management application program;

a web-based tax preparation financial management application program; and

a cloud-based tax preparation financial management application program.

13. The method of claim 11 wherein only members of the peer-to-peer support community for the tax preparation financial management application program are provided the capability to access the dynamic expertise and context based peer-to-peer customer support system within the tax preparation financial management application program.

14. The method of claim 11 wherein the profile data for each member of the peer-to-peer support community is obtained from a source of profile data for each member of the peer-to-peer support community selected from the group of profile data for each member of the peer-to-peer support community sources consisting of:

data in the tax preparation financial management application program indicating previous interactions with the tax preparation financial management application program by the member of the peer-to-peer support community;

data provided by the member of the peer-to-peer support community;

data provided by members of the peer-to-peer support community other than the member of the peer-to-peer support community; and

geographic location data associated with the member of the peer-to-peer support community.

15. The method of claim 11 wherein the status data associated with a member of the peer-to-peer support community can be changed by the member of the peer-to-peer support community at any time.

16. The method of claim 11 wherein the status data associated with a member of the peer-to-peer support community is changed based on a recent level of interaction of the member of the peer-to-peer support community with the tax preparation financial management application program.

17. The method of claim 11 wherein the context criteria data represents one or more criterion selected from the group of criterion consisting of:

the criterion that the active status members of the peer-to-peer support community be currently interacting with the same tax preparation application as the asking members of the peer-to-peer support community;

the criterion that the active status members of the peer-to-peer support community be currently interacting with the same data entry field of the tax preparation financial management application program as the asking members of the peer-to-peer support community;

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated tax preparation application of the tax preparation financial management application program;

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated module of the tax preparation financial management application program

the criterion that the active status members of the peer-to-peer support community be currently interacting with a designated data entry field of the tax preparation financial management application program;

the criterion that the active status members of the peer-to-peer support community be in the same geographic location as the asking members of the peer-to-peer support community; and

the criterion that the active status members of the peer-to-peer support community be in a designated geographic location.

18. The method claim 11 wherein the determination that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community is made based on a question being submitted by the member of the peer-to-peer support community.

19. The method of claim 11 wherein the determination that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community is made based on how long the member of the peer-to-peer support community has spent interacting with the same module of the tax preparation financial management application program.

20. The method of claim 11 wherein providing the asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the tax preparation financial management application program includes providing the asking member of the peer-to-peer support community one or more communication mechanisms selected from the group of communication mechanisms consisting of:

e-mail;

text message;

video conference;

a hosted forum; and

a question and answer database.

21. The method of claim 20 wherein the one or more communication mechanisms are provided to the asking member of the peer-to-peer support community within the tax preparation financial management application program and within the current location of the asking member of the peer-to-peer support community within the tax preparation financial management application program.

22. A method comprising:

providing a financial management application program to one or more users;

providing one or more users of the financial management application program the opportunity to participate as members of a peer-to-peer support community for the financial management application program, wherein functionality pertaining to the peer-to-peer support community is provided within the provided financial management application program;

obtaining profile data for each member of the peer-to-peer support community, the profile data indicating areas of expertise associated with each member of the peer-to-peer support community;

receiving from members of the peer-to-peer support community status data indicating an active current status or inactive current status;

defining one or more context criteria indicating a context in which to group active status members of the peer-to-peer support community with asking members of the peer-to-peer support community, the defined context criteria including at least grouping active status members that are currently interacting with a same data entry field of the financial management application program;

determining, for each active status member interacting with a data entry field of the tax preparation financial management application program, which data entry field that active status member is currently interacting with;

generating context criteria data representing the context criteria for active status members of the peer-to-peer support community, the generated context criteria data at least including a data entry field each active status member is currently interacting with;

developing, from active status members of the support community, one or more sub-sets of active status members sharing a context criterion;

continuously automatically updating the context criteria data of each active status member to reflect current context criterions of each user, the context criterion data at least including data entry fields that each active status member is currently interacting with;

continuously updating the one or more sub-sets based on a current context of each active status member and whether users of a given sub-set are interacting with a same data entry field of the application program;

using the profile data and the context criteria data sub-set to identify one or more of the previously determined sub-sets who are currently interacting with the same data entry field of the financial management application program;

providing each given active status members of each sub-set who are interacting with the same data field of the financial management application program as the given active status member a listing of other active status members of the sub-set of active status members of the identified one or more sub-sets; and

providing each member of each sub-set of active status members of the peer-to-peer support community who share a common context the capability to make contact with the other members of the sub-set of active status members of the peer-to-peer support community who share a common context through the financial management application program.

23. The method of claim 22 wherein the financial management application program is selected from the group of financial management application programs consisting of:

a computing system implemented tax preparation financial management application program;

a network accessed tax preparation financial management application program;

a web-based tax preparation financial management application program;

a cloud-based tax preparation financial management application program;

a computing system implemented business management financial management application program;

a network accessed business management financial management application program;

a web-based business management financial management application program;

a cloud-based business management financial management application program;

a computing system implemented accounting financial management application program;

a network accessed accounting financial management application program;

a web-based accounting financial management application program;

a cloud-based accounting financial management application program;

a computing system implemented financial management system;

a network accessed financial management system;

a web-based financial management system; and

a cloud-based financial management system.

24. The method of claim 22 wherein only members of the peer-to-peer support community for the financial management application program are provided the capability to access the dynamic expertise and context based peer-to-peer customer support system within the financial management application program.

25. The method of claim 22 wherein the profile data for each member of the peer-to-peer support community is obtained from a source of profile data for each member of the peer-to-peer support community selected from the group of profile data for each member of the peer-to-peer support community sources consisting of:

data in the financial management application program indicating previous interactions with the financial management application program by the member of the peer-to-peer support community;

data provided by the member of the peer-to-peer support community;

data provided by members of the peer-to-peer support community other than the member of the peer-to-peer support community; and

geographic location data associated with the member of the peer-to-peer support community.

26. The method of claim 22 wherein the status data associated with a member of the peer-to-peer support community can be changed by the member of the peer-to-peer support community at any time.

27. The method of claim 22 wherein the status data associated with a member of the peer-to-peer support community is changed based on a recent level of interaction of the member of the peer-to-peer support community with the financial management application program.

28. The method of claim 22 wherein the context criteria include one or more criteria selected from the group of criteria consisting of:

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be currently interacting with the same application of the financial management application program;

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be currently interacting with the same data entry field of the financial management application program;

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be currently interacting with a designated application of the financial management application program;

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be currently interacting with a designated module of the financial management application program;

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be currently interacting with a designated data entry field of the financial management application program;

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be in the same geographic location; and

the criterion that the active status members of the peer-to-peer support community included in a sub-set of active status members of the peer-to-peer support community be in a designated geographic location.

29. The method of claim 22 wherein providing each member of each sub-set of active status members of the peer-to-peer support community who share a common context the capability to make contact with the other members of the sub-set of active status members of the peer-to-peer support community who share a common context through the financial management application program includes providing one or more communication mechanisms selected from the group of communication mechanisms consisting of:

e-mail;

text message;

video conference;

a hosted forum; and

a question and answer database.

30. The method of claim 29 wherein the one or more communication mechanisms are provided within the financial management application program and within the current location of the members of the sub-set of active status members of the peer-to-peer support community who share a common context within the financial management application program.