Contextual and Personalized Help

• US 20140181652A1
• Filed: 12/21/2012
• Published: 06/26/2014
• Est. Priority Date: 12/21/2012
• Status: Abandoned Application

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Inventors: Guo, Qing, Stanke, Timothy A., Omar, Shoeb A.
• Application Number:
  US13/723,951
• Publication Number:
  US 20140181652A1
• Time in Patent Office: Days
• US Class Current: 715/708
• CPC Class Codes: G06F 9/453 Help systems

Abstract

In one embodiment, a method includes receiving, by one or more computing devices, a help query from a user of a social-networking system. The computing devices identify help content responsive to the help query based at least in part on a state of an account of the user on the social-networking system and activity by the user on the social-networking system. The computing devices send the help content for presentation to the user.

Claims

1. A method comprising:

receiving, by one or more computing devices, a help query from a user of a social-networking system;

identifying, by one or more computing devices, help content responsive to the help query based at least in part on;

a state of an account of the user on the social-networking system; and

activity by the user on the social-networking system;

sending, by one or more computing devices, the help content for presentation to the user.

2. The method of claim 1, wherein the state of the account of the user on the social-networking system comprises:

an age of the account;

a number of other users connected to the user on the social-networking system;

features of the social-networking system that the user is blocked from;

a status of a payment by the user on the social-networking system;

whether the user is a developer of software associated with the social-networking system;

whether the user is an advertiser associated with the social-networking system;

or

whether the user is logged in to the social-networking system.

3. The method of claim 1, wherein activity by the user on the social-networking system comprises:

an engagement level of the user on the social-networking system;

a fluency level of the user with respect to a product that the help query relates to;

search queries entered by the user;

or

posts by the user on the social-networking system.

4. The method of claim 3, wherein the product is a service of the social-networking system.

5. The method of claim 3, wherein the product is a software development kit.

6. The method of claim 1, wherein the help content responsive to the help query is identified further based at least in part on a webpage associated with the social-networking system that is being presented to the user when the help query is received.

7. The method of claim 1, wherein the help content responsive to the help query is identified further based at least in part on a computing device that the user is interacting with when the help query is received.

8. The method of claim 1, wherein the social-networking system comprises a graph comprising a plurality of nodes and edges connecting the nodes, at least one node in the graph corresponding to the first user.

9. The method of claim 1, wherein the help query is sent in response to the user selecting an interactive element of a graphical user interface (GUI) requesting help.

10. The method of the claim 1, wherein sending the help content for presentation to the user comprises sending interactive links to the help content for presentation to the user.

11. One or more computer-readable non-transitory storage media embodying software that is operable when executed to:

receive a help query from a user of a social-networking system;

identify help content responsive to the help query based at least in part on;

a state of an account of the user on the social-networking system; and

activity by the user on the social-networking system;

send the help content for presentation to the user.

12. The media of claim 11, wherein the state of the account of the user on the social-networking system comprises:

an age of the account;

a number of other users connected to the user on the social-networking system;

features of the social-networking system that the user is blocked from;

a status of a payment by the user on the social-networking system;

whether the user is a developer of software associated with the social-networking system;

whether the user is an advertiser associated with the social-networking system;

or

whether the user is logged in to the social-networking system.

13. The media of claim 11, wherein activity by the user on the social-networking system comprises:

an engagement level of the user on the social-networking system;

a fluency level of the user with respect to a product that the help query relates to;

search queries entered by the user;

or

posts by the user on the social-networking system.

14. The media of claim 13, wherein the product is a service of the social-networking system.

15. The media of claim 13, wherein the product is a software development kit.

16. The media of claim 11, wherein the help content responsive to the help query is identified further based at least in part on a webpage associated with the social-networking system that is being presented to the user when the help query is received.

17. The media of claim 11, wherein the help content responsive to the help query is identified further based at least in part on a computing device that the user is interacting with when the help query is received.

18. The media of claim 11, wherein the social-networking system comprises a graph comprising a plurality of nodes and edges connecting the nodes, at least one node in the graph corresponding to the first user.

19. The media of claim 11, wherein the help query is sent in response to the user selecting an interactive element of a graphical user interface (GUI) requesting help.

20. The media of claim 11, wherein sending the help content for presentation to the user comprises sending interactive links to the help content for presentation to the user.