Automatically facilitated support for complex electronic services
First Claim
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1. A method for providing users access to information to assist in resolving problems with electronic services, comprising:
- detecting a receipt of input of key words associated with a particular symptom;
accessing an index database in to obtain a user'"'"'s records;
accessing a deep database structure configured as hierarchical database pages, each database page including information such as a list of symptoms and associated keywords; and
cycling through the database structure to obtain a database page having a match between the user input and information contained in the database structure.
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Abstract
Systems for an automatically facilitated support for complex electronic services include a plurality of databases having customer records and problem solving information to assist a user with problem resolution and a cycler module configured to access the databases. The cycler module is further configured to search the databases for database pages having keywords that match input provided by the user. Other systems and methods are also provided.
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Citations
33 Claims
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1. A method for providing users access to information to assist in resolving problems with electronic services, comprising:
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detecting a receipt of input of key words associated with a particular symptom;
accessing an index database in to obtain a user'"'"'s records;
accessing a deep database structure configured as hierarchical database pages, each database page including information such as a list of symptoms and associated keywords; and
cycling through the database structure to obtain a database page having a match between the user input and information contained in the database structure. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method for providing users access to information to assist with resolving questions on electronic security services, comprising:
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detecting a request for information from a user;
accessing a database to obtain the user'"'"'s records;
accessing a database page configured to include a list of symptoms and associated keywords for a plurality of subjects;
detecting a selection by user of keywords associated with a particular symptom;
cycling through the database pages to obtain a database page to access having the key words selected by the user;
presenting results to a user utilizing a presentation module; and
continuing to cycle until receiving notification that the last database page has been reached. - View Dependent Claims (17, 18, 19, 20, 21, 22)
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23. A computer-readable medium comprising:
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logic configured to detect a request for information from a user;
logic configured to access a database structure configured to include a list of symptoms and associated keywords for a plurality of subjects;
logic configured to detect a selection by the user of keywords associated with a particular symptom;
logic configured to cycle through the database structure in search of a match between the user input and information contained in the database structure; and
logic configured to present results to the user. - View Dependent Claims (24)
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25. A system, comprising:
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an index database (IDB) configured to include user records;
a deep database (DDB) structure configured to include database pages having a data section, a selector section, index and links to related database pages, the database pages are further configured to include a list of symptoms and associated keywords; and
a cycler module configured to access the index database in the database structure, the cycler module further configured to search the DDB structure for database pages having keywords and a selector section that match user input. - View Dependent Claims (26, 27, 28, 29, 30, 31)
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32. A system for automatically facilitated customer support simplification for complex electronic security service, comprising:
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an access filtering parser configured to receive information requests from a processing device, obtain results to the information requests, and to provide the results to the processing device; and
a plurality of databases accessible by the access filtering parser, the plurality of databases providing at least one of an index, user information, or database pages having data for responding to information requests. - View Dependent Claims (33)
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Specification