GENERATING CONTEXTUAL HELP
First Claim
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1. A computer-implemented method comprising:
- receiving an in-app event history, the in-app event history including data associated with user interactions with an application that lead up to an in-app issue;
analyzing, by one or more processors running a contextual help system, the in-app event history based on previous event histories used to train the contextual help system, the contextual help system trained to determine help content likely to resolve in-app issues;
determining, using the analysis by the contextual help system, applicable help content likely to resolve the in-app issue, the applicable help content related to a previous event history having a threshold of similarity of event data with the in-app event history; and
providing the applicable help content based on the analysis in-app event history.
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Abstract
Methods and systems are provided for providing help regarding an in-app issue with an application using a contextual help system. Help can be provided automatically based on an analysis of in-app events leading up to the indication for help with the in-app issue. Automatic help can be provided in the form of help content determined to be likely to resolve the in-app issue. When no help content is determined to be likely to resolve the issue, the in-app events can be converted into a human-readable form and sent to a live help desk for use in resolving the issue. In this way, in-app issues can be resolved based on evaluations of the in-app event leading up the occurrence of the issue.
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Citations
20 Claims
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1. A computer-implemented method comprising:
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receiving an in-app event history, the in-app event history including data associated with user interactions with an application that lead up to an in-app issue; analyzing, by one or more processors running a contextual help system, the in-app event history based on previous event histories used to train the contextual help system, the contextual help system trained to determine help content likely to resolve in-app issues; determining, using the analysis by the contextual help system, applicable help content likely to resolve the in-app issue, the applicable help content related to a previous event history having a threshold of similarity of event data with the in-app event history; and providing the applicable help content based on the analysis in-app event history. - View Dependent Claims (3, 4, 5, 6, 7)
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2. The computer-implemented method of claim 2, the method further comprising:
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requesting feedback regarding the accuracy of the applicable help content in resolving the in-app issue; and updating the contextual help system based on the feedback, in-app event history, and the provided help content.
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8. A non-transitory computer-readable storage medium including instructions which, when executed by a computer, cause the computer to perform operations comprising:
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receiving an indication for help with an in-app issue; determining an in-app event history to send to a contextual help system, the contextual help system trained to determine help content likely to resolve in-app issues; sending the in-app event history to the contextual help system, wherein the contextual help system analyzes the in-app event history based on previous event histories to determine applicable help content likely to resolve the in-app issue; and receiving the applicable help content from the contextual help system, wherein the applicable help content is related to a previous event history having a threshold of similarity of event data with the in-app event history. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computing system comprising:
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one or more processors; and one or more non-transitory computer-readable storage media, coupled with the one or more processors, having instructions stored thereon, which, when executed by the one or more processors, cause the computing system to provide; means for determining help content related to an in-app issue using a sequence of in-app events leading up to the occurrence of the in-app issue; means for providing live support when no help content is likely to resolve the in-app issue, the live support provided using the sequence of in-app events converted into a human readable form; means for training a system capable of performing the determination of the help content and providing the live support. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification