Method and apparatus for providing a helpdesk service
First Claim
1. A computer-implemented method for providing a helpdesk service, comprising the steps:
- (a) receiving an electronic request from a user for help on a specified problem;
(b) automatically performing a search in a knowledge base system to find potential solutions to the problem, and assigning a confidence rating to each potential solution found;
(c) if a potential solution is found with a confidence rating greater than a threshold value, automatically returning the solution to the user without involving a human agent; and
(d) if no potential solution is found with a confidence rating greater than said threshold value, automatically passing the request to a human agent for action.
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Accused Products
Abstract
A computer-implemented method for providing a helpdesk service comprises receiving an electronic request from a user for help on a specified problem, automatically performing a search in a knowledge base system to find potential solutions to the problem, and assigning a confidence rating to each potential solution found. If any potential solutions are found with confidence ratings greater than a threshold value, they are automatically returned to the user without involving a human agent. If no potential solution is found with a confidence rating greater than a threshold value, the request is automatically passed to a human agent for action. Any potential solutions with confidence ratings lower than the threshold value but greater than a second, lower threshold value are automatically presented to the agent as suggested solutions.
42 Citations
20 Claims
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1. A computer-implemented method for providing a helpdesk service, comprising the steps:
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(a) receiving an electronic request from a user for help on a specified problem;
(b) automatically performing a search in a knowledge base system to find potential solutions to the problem, and assigning a confidence rating to each potential solution found;
(c) if a potential solution is found with a confidence rating greater than a threshold value, automatically returning the solution to the user without involving a human agent; and
(d) if no potential solution is found with a confidence rating greater than said threshold value, automatically passing the request to a human agent for action. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computerized helpdesk system comprising:
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(a) means for receiving an electronic request from a user for help on a specified problem;
(b) a knowledge base system holding details of potential solutions to problems;
(c) means for automatically performing a search in a knowledge base system to find potential solutions to said specified problem, and for assigning a confidence rating to each potential solution found;
(d) means for automatically returning potential solutions with confidence ratings greater than a predetermined threshold value to the user, without involving a human agent; and
(e) means for automatically passing the request to a human agent for action when no potential solution is found with a confidence rating greater than said predetermined threshold value. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification