Predictive help method, system and program product for software systems

• US 20060036991A1
• Filed: 08/12/2004
• Published: 02/16/2006
• Est. Priority Date: 08/12/2004
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Biazetti, Ana C., Ramakrishnan, Radhika, Logue, Sean P., Sturgeon, Mary E.
• Application Number:
  US10/916,651
• Publication Number:
  US 20060036991A1
• Time in Patent Office: Days
• US Class Current: 717/104
• CPC Class Codes: G06F 9/453 Help systems

Abstract

Under the present invention, a sequence of actions made by a user in operating a software system is tracked. Upon request by the user, predictive help is given based on the sequence of actions. In a typical embodiment, the predictive help is contained in a knowledge base, which is initially built during development of the software system. Specifically, the knowledge base is populated based on sequences of actions by other users as they operate the software system during its development. Moreover, the knowledge base can be updated after release of the software system as the user operates the system. To this extent, the knowledge base will “learn” the patterns of the user, and the predictive help will be continually tailored based thereon.

Claims

1. A predictive help method for software systems, comprising:

tracking a sequence of actions performed by a user of a software system;

receiving a request for help from the user with respect to one of the sequence of actions; and

providing predictive help to the user in response to the request based on the sequence of actions.

2. The predictive help method of claim 1, wherein the providing step comprises accessing a knowledge base of predictive help upon receipt of the request.

3. The predictive help method of claim 2, further comprising populating the knowledge base prior to the tracking step, wherein the knowledge base is populated based on sequences of actions performed by other users of the software system.

4. The method of claim 2, further comprising updating the knowledge base based on the sequence of actions made by the user and a selection made by the user with respect to the predictive help.

5. The predictive help method of claim 1, wherein the request for help is received pursuant to a selection of a help icon within the software system by the user.

6. The predictive help method of claim 1, wherein the predictive help comprises a set of possible solutions to address the request.

7. The predictive help method of claim 1, further comprising:

receiving a selection made by the user with respect to the predictive help; and

providing information to the user corresponding to the selection.

8. A predictive help system for software systems, comprising:

a task tracking system for tracking a sequence of actions performed by a user of a software system;

a request reception system for receiving a request for help from the user with respect to one of the sequence of actions; and

a predictive help system for providing predictive help to the user in response to the request based on the sequence of actions.

9. The predictive help system of claim 8, wherein the predictive help system accesses a knowledge base of predictive help upon receipt of the request.

10. The predictive help system of claim 9, wherein the knowledge base is populated based on sequences of actions performed by other users of the software system.

11. The predictive help system of claim 9, further comprising a knowledge base update system for updating the knowledge base based on the sequence of actions made by the user and a selection made by the user with respect to the predictive help.

12. The predictive help system of claim 8, wherein the request for help is received pursuant to a selection of a help icon within the software system by the user.

13. The predictive help system of claim 8, wherein the predictive help comprises a set of possible solutions to address the request.

14. The predictive help system of claim 8, further comprising an information communication system for receiving a selection made by the user with respect to the predictive help, and for providing information to the user corresponding to the selection.

15. A predictive help program product for software systems stored on a recordable medium, which when executed, comprises:

program code for tracking a sequence of actions performed by a user of a software system;

program code for receiving a request for help from the user with respect to one of the sequence of actions; and

program code for providing predictive help to the user in response to the request based on the sequence of actions.

16. The predictive help program product of claim 15, wherein the program code for providing predictive help accesses a knowledge base of predictive help upon receipt of the request.

17. The predictive help program product of claim 16, wherein the knowledge base is populated based on sequences of actions performed by other users of the software system.

18. The predictive help program product of claim 16, further comprising program code for updating the knowledge base based on the sequence of actions made by the user and a selection made by the user with respect to the predictive help.

19. The predictive help program product of claim 15, wherein the request for help is received pursuant to a selection of a help icon within the software system by the user.

20. The predictive help program product of claim 15, wherein the predictive help comprises a set of possible solutions to address the request.

21. The predictive help program product of claim 15, further comprising program code for receiving a selection made by the user with respect to the predictive help, and for providing information to the user corresponding to the selection.

22. A system for deploying a predictive help application for software systems, comprising:

a computer infrastructure being operable to;

track a sequence of actions performed by a user of a software system;

receive a request for help from the user with respect to one of the sequence of actions; and

provide predictive help to the user in response to the request based on the sequence of actions.

23. Computer software embodied in a propagated signal for providing predictive help for software systems, the computer software comprising instruction to cause a computer system to perform the following functions:

track a sequence of actions performed by a user of a software system;

receive a request for help from the user with respect to one of the sequence of actions; and

provide predictive help to the user in response to the request based on the sequence of actions.