Method and apparatus for providing user support based on contextual information

• US 20030043179A1
• Filed: 09/06/2001
• Published: 03/06/2003
• Est. Priority Date: 09/06/2001
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Gusler, Carl Phillip, Hamilton, Rick Allen II
• Granted Patent: US 6,973,620 B2
• Time in Patent Office: Days
• US Class Current: 345/708
• CPC Class Codes: G06F 9/453 Help systems

Abstract

A method, apparatus, and computer instructions for providing user support. In response to a user input requesting real-time user support for an application, a request is generated for the real-time user support, wherein the request includes context information regarding the application. The request is sent to initiate a communications link for real-time user support.

Claims

1. A method in a data processing system for providing user support, the method comprising:

responsive to a user input requesting real-time user support for an application, generating a request for the real-time user support, wherein the request includes context information regarding the application; and

sending the request to initiate a communications link for real-time user support.

2. The method of claim 1 further comprising:

presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

3. The method of claim 1, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

4. A method in a data processing system for providing user support, the method comprising:

receiving a request for real-time user support from a user;

responsive to receiving the request, identifying previous requests made by the user; and

routing the request to a representative based on the current request and the previous requests.

5. The method of claim 4, wherein the request includes contract information for use in identifying a level of service to be provided to the user.

6. The method of claim 4, wherein the previous requests are stored locally within the data processing system.

7. The method of claim 4, wherein the representative is one of a artificial intelligence program or are a human being.

8. A data processing system comprising:

a bus system;

a communications unit connected to the bus system;

a memory connected to the bus system, wherein the memory includes a set of instructions; and

a processing unit connected to the bus system, wherein the processing unit executes the set of instructions to generate a request for the real-time user support in which the request includes context information regarding the application in response to a user input requesting real-time user support for an application and send the request to initiate a communications link for real-time user support.

9. A data processing system comprising:

a bus system;

a communications unit connected to the bus system;

a memory connected to the bus system, wherein the memory includes a set of instructions; and

a processing unit connected to the bus system, wherein the processing unit executes the set of instructions to receive a request for real-time user support from a user, identify previous requests made by the user in response to receiving the request, and route the request to a representative based on the current request and the previous requests.

10. A data processing system for providing user support, the data processing system comprising:

generating means, responsive to a user input requesting real-time user support for an application, for generating a request for the real-time user support, wherein the request includes context information regarding the application; and

sending means for sending the request to initiate a communications link for real-time user support.

11. The data processing system of claim 10 further comprising:

presenting means for presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

12. The data processing system of claim 10, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

13. A data processing system for providing user support, the data processing system comprising:

receiving means for receiving a request for real-time user support from a user;

identifying means, responsive to receiving the request, for identifying previous requests made by the user; and

routing means for routing the request to a representative based on the current request and the previous requests.

14. The data processing system of claim 13, wherein the request includes contract information for use in identifying a level of service to be provided to the user.

15. The data processing system of claim 13, wherein the previous requests are stored locally within the data processing system.

16. The data processing system of claim 13, wherein the representative is one of a artificial intelligence program or are a human being.

17. A computer program product in a computer readable medium for providing user support, the computer program product comprising:

first instructions, responsive to a user input requesting real-time user support for an application, for generating a request for the real-time user support, wherein the request includes context information regarding the application; and

second instructions for sending the request to initiate a communications link for real-time user support.

18. The computer program product of claim 17 further comprising:

third instructions for presenting an icon in a graphical user interface in the data processing system, wherein the icon is selected to initiate the generating step.

19. The computer program product of claim 17, wherein the context information includes at least one of user operations with respect to the application, system resource information, and operating system information.

20. A computer program product in a computer readable medium for providing user support, the computer program product comprising:

first instructions for receiving a request for real-time user support from a user;

second instructions, responsive to receiving the request, for identifying previous requests made by the user; and

third instructions for routing the request to a representative based on the current request and the previous requests.

21. The computer program product of claim 20, wherein the request includes contract information for use in identifying a level of service to be provided to the user.

22. The computer program product of claim 20, wherein the previous requests are stored locally within the data processing system.

23. The computer program product of claim 20, wherein the representative is one of a artificial intelligence program or are a human being.