Script-based information retrieval

• US 20050278207A1
• Filed: 06/15/2004
• Published: 12/15/2005
• Est. Priority Date: 06/15/2004
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Ronnewinkel, Christopher
• Granted Patent: US 8,370,166 B2
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 50/205 Education administration or guidance

Abstract

One implementation provides a method for providing a solution to a problem durring an interaction. In this implementation, the method includes displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI) upon identification of the problem. Each possible answer to the first question is associated with an electronic document stored in a first knowledge base. The method further includes receiving input from the user selecting one of the displayed answers to the first question during the interaction. In response to receiving this input, a name of the electronic document is displayed within the GUI. The electronic document whose name is displayed is associated with the selected answer to the first question and that provides a solution to the problem.

Claims

1. A method for providing a solution to a problem during an interaction, the method comprising:

displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI), each possible answer to the first question being associated with an electronic document stored in a first knowledge base;

receiving input from the user selecting one of the displayed answers to the first question during the interaction; and

in response, displaying in the GUI a name of the electronic document that is associated with the selected answer to the first question and that provides a solution to the problem.

2. The method of claim 1, further comprising:

receiving input from the user selecting the name of the electronic document that is associated with the selected answer to the first question; and

retrieving the electronic document associated with the selected answer to the first question from the first knowledge base.

3. The method of claim 1, further comprising:

in the GUI, displaying to the user a second question and possible answers to the second question, wherein the second question is based upon the selected answer to the first question, and wherein each possible answer to the second question is associated with an electronic document stored in the first knowledge base;

receiving input from the user selecting one of the displayed answers to the second question during the interaction; and

in response, displaying in the GUI a name of the electronic document that is associated with the selected answer to the second question and that provides a solution to the problem.

4. The method of claim 3, wherein in response to receiving input from the user selecting one of the displayed answers to the first question, displaying in the GUI the name of the electronic document associated with the selected answer to the first question and the name of the electronic document associated with one of the possible answers to the second question before receiving input from the user selecting one of the displayed answers to the second question.

5. The method of claim 1, further comprising:

in the GUI, displaying to the user additional questions and possible answers to the additional questions, wherein the additional questions are based upon the selected answer to the first question, and wherein the possible answers to the additional questions are each associated with an electronic document stored in the first knowledge base;

receiving input from the user selecting a displayed answer to one of the additional questions during the interaction; and

in response, displaying in the GUI a name of the electronic document that is associated with the selected answer to one additional question and that provides a solution to the problem.

6. The method of claim 1, further comprising:

in the GUI, displaying to the user a second question and possible answers to the second question, wherein the second question is based upon the selected answer to the first question, and wherein each possible answer to the second question is associated with an electronic document stored in a second knowledge base different from the first knowledge base;

receiving input from the user selecting one of the displayed answers to the second question during the interaction; and

in response, displaying in the GUI a name of the electronic document that is associated with the selected answer to the second question and that provides a solution to the problem.

7. The method of claim 1, further comprising:

displaying in the GUI the names of the electronic documents associated with each of the possible answers to the first question before receiving input from the user selecting one of the displayed answers to the first question.

8. The method of claim 1, wherein the interaction is a telephone, a chat, an email, or a fax interaction.

9. The method of claim 1, wherein the first question is a closed-ended question, and wherein the possible answers to the first question are predefined possible answers to the closed-ended question.

10. The method of claim 1, wherein the interaction is an interaction between an individual and the user, and wherein the user is an interaction center agent.

11. The method of claim 1, wherein the user is a customer, and wherein the interaction is a self-service interaction.

12. A computer program product tangibly embodied in an information carrier, the computer program product including instructions that, when executed, perform a method for providing a solution to a problem during an interaction, the method comprising:

displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI), each possible answer to the first question being associated with an electronic document stored in a first knowledge base;

receiving input from the user selecting one of the displayed answers to the first question during the interaction; and

in response, displaying in the GUI a name of the electronic document that is associated with the selected answer to the first question and that provides a solution to the problem.

13. A system for providing a solution to a problem conveyed by an individual to a user during an interaction, the system comprising:

a computing device for use by the user;

a first knowledge base coupled to the computing device, the first knowledge base containing a plurality of electronic documents; and

a script repository coupled to the computing device, the script repository containing a script having a set of questions and a set of answers associated with each question, each answer being associated with an electronic document contained in the first knowledge base,

such that when the user asks a question in the script to the individual and obtains an answer, the computing device displays to the user a name of the electronic document in the first knowledge base that is associated with the answer obtained by the user and that provides a solution to the problem.

14. The system of claim 13, further comprising:

a second knowledge base coupled to the computing device, the second knowledge base containing a plurality of electronic documents, each answer within the script being associated with an electronic document contained in either the first or the second knowledge base, such that when the user asks a question in the script to the individual and obtains an answer, the computing device displays to the user a name of the electronic document in the first or the second knowledge base that is associated with the answer obtained by the user.

15. The system of claim 13, wherein the set questions in the script includes a first question and a second question, and wherein the second question is based upon one of the answers to the first question.

16. The system of claim 15, wherein:

when the user asks the first question in the script to the individual and obtains an answer, the computing device displays to the user a name of an additional electronic document that is associated with one of the answers to the second question.

17. The system of claim 13, wherein the set of answers associated with at least one question includes a plurality of answers.

18. The system of claim 13, wherein the individual uses an external computing device that is coupled to the system during the interaction between the user and the individual.

19. The system of claim 13, wherein the interaction is a telephone or a chat interaction.

20. The system of claim 13, wherein the script repository is coupled to the knowledge base.

21. The system of claim 13, wherein the user obtains the answer upon receipt of feedback from the individual.