Adaptive customer assistance system for software products
First Claim
1. A customer assistance system comprising:
- a customer-interaction interface; and
a data management component comprising;
a runtime component, which includes a customer assistance model, configured to receive a user-formulated question from the customer-interaction interface, and to provide an answer to the user-formulated question, based on information included in the customer assistance model, via the customer-interaction interface; and
an analysis component configured to automatically analyze the user-formulated question and the corresponding answer, and to provide an analysis output for use in improving a quality of customer assistance.
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0 Petitions
Accused Products
Abstract
An adaptive customer assistance system that can serve as an integrated online and offline help platform for a suite of software products is provided. The assistance system includes a customer-interaction interface and a data management component and a download management component for distributed customer interaction. The data management component includes an authoring component, a download component, a runtime component and an analysis component. The runtime component, which includes a customer assistance model, is configured to receive a user-formulated question from the customer-interaction interface. The runtime component provides an answer to the user-formulated question based on information included in the customer assistance model. The analysis component automatically analyzes, in substantially real-time, the user-formulated question and the corresponding answer, and provides an analysis output for use in improving a quality of customer assistance.
73 Citations
20 Claims
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1. A customer assistance system comprising:
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a customer-interaction interface; and
a data management component comprising;
a runtime component, which includes a customer assistance model, configured to receive a user-formulated question from the customer-interaction interface, and to provide an answer to the user-formulated question, based on information included in the customer assistance model, via the customer-interaction interface; and
an analysis component configured to automatically analyze the user-formulated question and the corresponding answer, and to provide an analysis output for use in improving a quality of customer assistance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A computer-implemented method for providing customer assistance for software products, comprising:
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receiving a user-formulated question;
providing, based on information included in a customer assistance model, an answer to the user-formulated question;
analyzing, in substantially real-time, the user-formulated question and the corresponding answer; and
providing an analysis output for use in improving a quality of customer assistance. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification