Device, a method and a computer program product for providing support to a user

• US 20030174159A1
• Filed: 03/26/2002
• Published: 09/18/2003
• Est. Priority Date: 03/26/2002
• Status: Abandoned Application

• Current Assignee: TiFiC AB (Allstate Corporation)
• Original Assignee: TiFiC AB (Allstate Corporation)
• Inventors: Johannesson, Bengt, Nordahl, Mats
• Application Number:
  US10/105,160
• Publication Number:
  US 20030174159A1
• Time in Patent Office: Days
• US Class Current: 715/708
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A device, method and computer program product for providing support to a user in relation to a present support context involving at least one of a computer program and information technology hardware; the device comprising: a processor, input means, output means, and a memory comprising support data items; the processor being configured for investigating the present support context in order to generate a reduced set of support data items, the reduced set being limited to support data items related to the present support context, the reduced set being generated by selecting among support data items in the memory; the selecting being based on the relevance of the support data items in the memory in relation to the present support context; presenting to the user using the output means the reduced set as selectable options; and receiving a user'"'"'s selection among the selectable options using the input means. The device, the method and the computer program product is used in general purpose computers, personal digital assistants, mobile phones, and other technical equipment including a computer processor.

Claims

1. A device for providing support to a user in relation to a present support context involving at least one of a computer program and information technology hardware;

the device comprising;

a processor, input means, output means, and a memory comprising support data items;

the processor being configured for;

investigating the present support context in order to generate a reduced set of support data items, the reduced set being limited to support data items related to the present support context, the reduced set being generated by selecting among support data items in the memory;

the selecting being based on the relevance of the support data items in the memory in relation to the present support context;

presenting to the user using the output means the reduced set as selectable options; and

receiving a user'"'"'s selection among the selectable options using the input means.

2. A device according to claim 1, wherein the processor is further configured for receiving, using the input means, a user'"'"'s indication further indicating the present support context.

3. A device according to claim 1, wherein the processor is further configured for, in case interaction with the user has been indicated unnecessary, automatically responding to the present support context by selecting one of the options.

4. A device according to claim 3, wherein the processor is further configured for automatically responding to the present support context in the case when the reduced set of options consists of only one option.

5. A device according to claim 1, further comprising a communication unit connectable via a communication network to a server comprising a second set of support data items.

6. A device according to claim 5, wherein the communication network is one of the internet and a wireless communication network.

7. A device according to claim 1 arranged in a client computer.

8. A device according to claim 1, wherein the processor is further configured for installing software components.

9. A device according to claim 8, wherein the processor is further configured for investigating occurrence of conflicts created at the installing.

17. A handheld computer comprising the device according to one of claim 1, wherein the input means is constituted by at least one of a touch screen and at least one button and the output means is a handheld computer display unit.

18. A cellular phone comprising the device according to one of claim 1, wherein the input means is constituted by an input terminal and the output means is a display unit of a cellular phone.

19. A general purpose computer comprising the device according to one of claim 1, wherein the input means being constituted by at least one of a keyboard and a mouse.

10. A method for providing support to a user in relation to a present support context involving at least one of a computer program and information technology hardware;

the device comprising;

a processor, input means, output means, and a memory comprising support data items;

the method comprising;

investigating the present support context in order to generate a reduced set of support data items, the reduced set being limited to support data items related to the present support context, the reduced set being generated by selecting among support data items in the memory;

the selecting being based on the relevance of the support data items in the memory in relation to the present support context;

presenting to the user using the output means the reduced set as selectable options; and

receiving a user'"'"'s selection among the selectable options using the input means.

11. Method according to claim 10, further comprising

in case interaction with the user has been indicated unnecessary, automatically responding to the present support context by selecting one of the options.

12. Method according to claim 10, further comprising

automatically responding to the present support context in the case when the reduced set of options consists of only one option.

13. Method according to claim 10, wherein the processor is further configured for installing software components.

14. Method according to claim 10, wherein the processor is further configured for receiving, using the input means, a user'"'"'s indication further indicating the present support context.

15. Method according to claim 10, wherein the processor is further configured for investigating occurrence of conflicts created when installating.

16. A computer program product loadable into the internal memory of a computer, comprising software code portions for performing the steps of claim 10.