CONTEXT-SENSITIVE INFORMATION RETRIEVAL

• US 20150350305A1
• Filed: 05/30/2014
• Published: 12/03/2015
• Est. Priority Date: 05/30/2014
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Lara, Juan R., Saxena, Saurabh, Chan, Eric, Katten, Michael
• Granted Patent: US 10,142,400 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06F 9/50 Allocation of resources, e.g. of the central processing unit [CPU]
• CPC Class Codes: G06F 9/542 Event management; Broadcasting; Multicasting; Notifications
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04W 4/18 Information format or content conversion, e.g. adaptation by the network of the transmitted or received information for the purpose of wireless delivery to users or terminals

Abstract

A help system includes receives a request from the application running on an end-user device over a data communication network. The request may be transmitted in response to a command by a user to receive help related to the application. The server receives context information associated with the request from the application. According to one embodiment, the context information includes information gathered by the application as the user interacts with the application. The server selects information to be output based on the received context information, and transmits the selected information to the application.

Claims

1. A system comprising:

a processor; and

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

receive a request from an application over a data communication network, wherein the request is transmitted in response to a command by a user to receive help related to the application;

receive context information associated with the request, wherein the context information includes information gathered by the application in response to user interaction with the application;

select information to be output based on the received context information; and

transmit the selected information to the application.

2. The system of claim 1, wherein the command is transmitted in response to actuation of an option via the end-user device.

3. The system of claim 1, wherein the context information identifies a role of the user in an enterprise.

4. The system of claim 3, wherein the enterprise is a contact center and the user is a contact center agent.

5. The system of claim 1, wherein the context information identifies a particular feature focused on by the application when the command is transmitted along with other context information, wherein substance of the information is determined based on the particular feature focused on by the application, and presentation of the information is determined based on the other context information.

6. The system of claim 1, wherein the context information includes a version number of the application.

7. The system of claim 1, wherein the context information includes user profile information.

8. The system of claim 1, wherein the user profile information includes a language preference of the user.

9. The system of claim 1, wherein the application is configured to monitor user interaction with the application for gathering the context information.

10. A method comprising:

receiving a request from an application over a data communication network, wherein the request is transmitted in response to a command by a user to receive help related to the application;

receiving context information associated with the request, wherein the context information includes information gathered by the application in response to user interaction with the application;

selecting information to be output based on the received context information; and

transmitting the selected information to the application.