Method, Apparatus, and Software System for Providing Personalized Support to Customer

• US 20090089119A1
• Filed: 10/02/2007
• Published: 04/02/2009
• Est. Priority Date: 10/02/2007
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Ranjan, Rakesh
• Application Number:
  US11/866,127
• Publication Number:
  US 20090089119A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A software agent gathers data concerning customer usage of a software product, including error information and other relevant information. A support server gathers customer usage data and determines which optional features of a product are being used, or not being used, by the customer. The developer may then determine what features and functionalities of a product are critical for each individual customer or group of customers. The support server may generate a personalized support system for each customer or group of customers based on the gathered information. The support server may create a segment of customers within vertical industry segments and target the customers with new and advanced features to help solve their individual business problems. Customers may access personalized support pages based on their usage data.

Claims

1. A method in a data processing system for providing personalized support, the method comprising:

receiving usage data from a customer of a software application;

analyzing the usage data based on a set of rules;

identifying a support action based on the analysis of the usage data; and

performing the identified support action based on the usage data.

2. The method of claim 1, wherein the usage data comprises at least one of file access information, feature access information, or error information.

3. The method of claim 1, wherein the support action comprises generating a software update.

4. The method of claim 3, wherein the software update comprises a patch.

5. The method of claim 3, wherein performing the support action comprises distributing the software update to the customer.

6. The method of claim 1, wherein the support action comprises generating a personalized support page.

7. The method of claim 6, wherein the personalized support page comprises a personalized support Web page, the method further comprising:

providing access to the personalized support Web page through a Web server.

8. The method of claim 6, wherein the personalized support page comprises information about at least one of alternative product features, appropriate parts of a user guide or administration guide, available user or application developer training, or related forums where people are collaborating on a same topic of interest.

9. The method of claim 1, wherein analyzing the usage data comprises performing data mining and correlation to identify significant data and relationships.

10. The method of claim 1, wherein identifying a support action comprises determining what features and functionalities of the software application are critical for an individual customer or group of customers.

11. The method of claim 1, wherein receiving usage data from a customer of a software application comprises:

receiving the usage data from a software agent associated with the software application.

12. A data processing system for providing personalized support, the data processing system comprising:

a processor; and

a memory coupled to the processor, wherein the memory contains instructions which, when executed by the processor, cause the processor to;

receive usage data from a customer of a software application;

analyze the usage data based on a set of rules;

identify a support action based on the analysis of the usage data; and

perform the identified support action based on the usage data.

13. The data processing system of claim 12, wherein the support action comprises generating a software update.

14. The data processing system of claim 13, wherein the software update comprises a patch.

15. The data processing system of claim 12, wherein the support action comprises generating a personalized support page.

16. The data processing system of claim 15, wherein the personalized support page comprises a personalized support Web page, wherein the instructions further cause the processor to:

provide access to the personalized support Web page through a Web server.

17. The data processing system of claim 12, wherein receiving usage data from a customer of a software application comprises:

receiving the usage data from a software agent associated with the software application.

18. A computer program product comprising a computer useable medium having a computer readable program, wherein the computer readable program, when executed on a computing device, causes the computing device to:

receive usage data from a customer of a software application;

analyze the usage data based on a set of rules;

identify a support action based on the analysis of the usage data; and

perform the identified support action based on the usage data.

19. The computer program product of claim 18, wherein the support action comprises generating a software update.

20. The computer program product of claim 18, wherein the support action comprises generating a personalized support page.