System and method for providing help services
First Claim
1. A method for providing help services, comprising:
- receiving context information corresponding to an operating environment of a user application, the context information captured from the operating system running the application;
searching a knowledge base for help information relating to the context information; and
forwarding the context information to live support in an electronic forum, in the event no related help information is located.
1 Assignment
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Accused Products
Abstract
An intelligent application-independent help system and method that automatically captures and analyzes information specific to the context of the application in use and the error encountered. The system not only provides the user with solutions to errors encountered during use of the application, but also offers easy access to relevant suggestions and explanations on the features and the options within the application. The system includes an analyzer process that processes the information captured and links to an appropriate help document in a knowledge base. In the event that the analyzer process fails to locate a relevant solution in the knowledge base or if the user prefers to speak directly with live support, the analyzer routes the problem along with all captured contextual information on that problem to support personnel. This allows the support team to reduce the number of questions they need to ask the user, thus reducing the amount of time required to solve the problem.
42 Citations
17 Claims
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1. A method for providing help services, comprising:
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receiving context information corresponding to an operating environment of a user application, the context information captured from the operating system running the application;
searching a knowledge base for help information relating to the context information; and
forwarding the context information to live support in an electronic forum, in the event no related help information is located. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for providing help services, comprising:
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a processor; and
a memory, coupled to the processor, storing instructions adapted to be executed by the processor to;
receive context information corresponding to an operating environment of a user application, the context information captured from the operating system running the application;
search a knowledge base for help information relating to the context information; and
forward the context information to live support in an electronic forum, in the event no related help information is located. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A system for providing help services, comprising:
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means for receiving context information corresponding to an operating environment of a user application;
means for searching a knowledge base for help information relating to the context information; and
means for forwarding the context information to live support in an electronic forum, in the event no related help information is located.
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Specification