Solution search

• US 20040083213A1
• Filed: 02/12/2003
• Published: 04/29/2004
• Est. Priority Date: 10/25/2002
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Kaiser, Mathias, Liu, Yijeng, Ronnewinkel, Christopher, Gong, Huiling, Wu, Yuh-Cherng
• Application Number:
  US10/365,671
• Publication Number:
  US 20040083213A1
• Time in Patent Office: Days
• US Class Current: 707/4
• CPC Class Codes: G06F 16/3322 using system suggestions G06F16/3325 takes precedence
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

Various implementations for solution searching are provided. One implementation provides for solution searching during a session with a user. The user creates a search request for one or more solutions. A data store provides one or more refinement criteria that are displayed to the user. The refinement criteria are associated with the search request. The user then selects one or more of the refinement criteria. In response, the data store provides one or more solutions that are displayed to the user, the solutions being associated with the search request and the selected refinement criteria. The user selects one or more of the solutions. The search request, the selected refinement criteria, and the selected solutions for the session are then stored in the data store.

Claims

1. A computer-implemented method for providing a solution search during a session with a user, the method comprising:

receiving a user-initiated search request for one or more solutions;

sending one or more viewable refinement criteria from a data store to a display device, the refinement criteria being associated with the search request;

receiving a user-initiated selection of one or more of the refinement criteria;

sending one or more viewable solutions from the data store to the display device, the solutions being associated with the search request and the selected refinement criteria;

receiving a user-initiated selection of one or more of the solutions; and

storing the search request, the selected refinement criteria, and the selected solutions for the session in the data store.

2. The computer-implemented method of claim 1, wherein storing the search request, the selected refinement criteria, and the selected solutions for the session in the data store includes storing the search request, the selected refinement criteria, and the selected solutions for the session in the data store as an interaction record associated with a particular customer.

3. The computer-implemented method of claim 1, wherein the method further comprises:

processing an initial set of solutions from the data store, the initial set of solutions being associated with the search request and each having one or more keywords associated therewith; and

using the data store to obtain the viewable refinement criteria based on common keywords from the initial set of solutions.

4. The computer-implemented method of claim 1, wherein the method further comprises:

receiving user-initiated feedback associated with an evaluation of one or more of the solutions for the session; and

storing the feedback in the data store.

5. The computer-implemented method of claim 1, wherein the method further comprises:

receiving a user-initiated request for detailed information associated with one of the solutions; and

sending the detailed information, in viewable form, from the data store to the display device.

6. The computer-implemented method of claim 1, wherein the method comprises providing a solution search during a session with a user using a web-enabled interface.

7. The computer-implemented method of claim 6, wherein receiving a user-initiated search request for one or more solutions includes receiving a user-initiated text or attribute search request for one or more solutions.

8. In a computer system having a graphical user interface (GUI), a method for providing a solution search during a session with a user, the method comprising:

creating a search request for one or more solutions;

upon creation, displaying one or more refinement criteria relating to the search request;

selecting one or more of the refinement criteria;

upon selection, displaying one or more solutions relating to the search request and the selected refinement criteria;

selecting one or more of the solutions; and

initiating an event to store the search request, the selected refinement criteria, and the selected solutions for the session.

9. The method of claim 8, wherein initiating an event to store the search request, the selected refinement criteria, and the selected solutions for the session includes ending the session with the user.

10. The method of claim 8, wherein the method further comprises initiating an additional event to send the selected solutions to a particular customer.

11. The method of claim 10, wherein initiating an additional event to send the selected solutions to a particular customer includes sending the selected solutions to a particular customer using interactive chat functionality.

12. The method of claim 8, wherein the method further comprises entering user feedback to evaluate one of the selected solutions.

13. The method of claim 8, wherein the method comprises providing a solution search during a session with a user using a web-enabled interface.

14. The method of claim 13, wherein creating a search request for one or more solutions includes creating a text or attribute search request for one or more solutions.

15. The method of claim 13, wherein displaying one or more solutions relating to the search request and the selected refinement criteria includes displaying one or more solutions in an order that is ranked by relevance.

16. The method of claim 13, wherein displaying one or more solutions relating to the search request and the selected refinement criteria includes displaying detailed information of one or more of the solutions.

17. The method of claim 13, wherein selecting one or more of the solutions includes adding one or more of the solutions to a solution cart.

18. A computer-readable medium having computer-executable instructions contained therein for performing a method, the method comprising:

receiving a user-initiated search request for one or more solutions;

sending one or more viewable refinement criteria from a data store to a display device, the refinement criteria being associated with the search request;

receiving a user-initiated selection of one or more of the refinement criteria;

sending one or more viewable solutions from the data store to the display device, the solutions being associated with the search request and the selected refinement criteria;

receiving a user-initiated selection of one or more of the solutions; and

storing the search request, the selected refinement criteria, and the selected solutions for the session in the data store.

19. A computer-readable medium having computer-executable instructions contained therein for performing a method, the method comprising:

creating a search request for one or more solutions;

upon creation, displaying one or more refinement criteria relating to the search request;

selecting one or more of the refinement criteria;

upon selection, displaying one or more solutions relating to the search request and the selected refinement criteria;

selecting one or more of the solutions; and

initiating an event to store the search request, the selected refinement criteria, and the selected solutions for the session.

20. A system for providing a solution search during a session with a user, the system comprising:

a data store; and

an interface operable to;

receive a user-initiated search request for one or more solutions;

send one or more viewable refinement criteria from the data store to a display device, the refinement criteria being associated with the search request;

receive a user-initiated selection of one or more of the refinement criteria;

send one or more viewable solutions from the data store to the display device, the solutions being associated with the search request and the selected refinement criteria;

receive a user-initiated selection of one or more of the solutions; and

store the search request, the selected refinement criteria, and the selected solutions for the session in the data store.

21. The system of claim 20, wherein the interface is further operable to:

receive a user-initiated request for detailed information associated with one of the solutions; and

send the detailed information, in viewable form, from the data store to the display device.

22. The system of claim 20, wherein the interface is further operable to:

receive user-initiated feedback associated with an evaluation of one or more of the solutions for the session; and

store the feedback in the data store.

23. The system of claim 20, wherein the interface includes a web-enabled interface.

24. The system of claim 23, wherein the user-initiated search request includes a text or attribute search request.