GENERATING CONTEXTUAL HELP

• US 20190324778A1
• Filed: 04/18/2018
• Published: 10/24/2019
• Est. Priority Date: 04/18/2018
• Status: Abandoned Application

• Current Assignee: Adobe Inc.
• Original Assignee: Adobe Inc.
• Inventors: BHOWMICK, SUDEEP RANJAN, FRANSEN, PETER RAYMOND
• Application Number:
  US15/956,670
• Publication Number:
  US 20190324778A1
• Time in Patent Office: Days
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

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.

Claims

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.

3. The computer-implemented method of claim 1, the method further comprising:

determining no help content is likely to resolve the in-app issue;

converting the in-app event history into a human-readable form;

providing the human readable form of the in-app event history to a live-service desk; and

updating the contextual help system based on a solution determined by the live-service desk.

4. The computer-implemented method of claim 3, the method further comprising:

determining a known solution exists based on the in-app event history, the known solution being preexisting help content likely to resolve the in-app issue.

5. The computer-implemented method of claim 4, wherein the updating of the contextual help system is based on the known solution being correlated with the in-app event history.

6. The computer-implemented method of claim 3, the method further comprising:

determining an unknown solution based on the in-app event history, the unknown solution being a new issue encountered by the contextual help system.

7. The computer-implemented method of claim 1, the method further comprising:

training the contextual help system using the previous in-app event histories and corresponding help content known to resolve in-app issues associated with the previous in-app event histories; and

updating the contextual help system based on user feedback.

2. The computer-implemented method of claim 2, the method further comprising:

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.

8. A non-transitory computer-readable storage medium including instructions which, when executed by a computer, cause the computer to perform operations comprising:

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.

9. The non-transitory computer-readable storage medium of claim 8, further comprising:

collecting in-app events; and

storing the in-app events, the in-app events stored for a predefined time.

10. The non-transitory computer-readable storage medium of claim 9, wherein the in-app event history comprises one or more stored in-app events.

11. The non-transitory computer-readable storage medium of claim 9, wherein the in-app events are stored based on time of occurrence.

12. The non-transitory computer-readable storage medium of claim 8, wherein the indication for help is automatically triggered based on an occurrence of one of a predefined list.

13. The non-transitory computer-readable storage medium of claim 8, wherein the indication for help is based on a user interaction with a help button.

14. The non-transitory computer-readable storage medium of claim 8, further comprising:

providing feedback to the contextual help system, the feedback indicating the accuracy of the applicable help content in resolving the in-app issue.

15. A computing system comprising:

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.

16. The computing system of claim 15, wherein the help content is determined by:

receiving the sequence of in-app events; and

analyzing the sequence of in-app events to evaluate the help content likely to resolve the in-app issue by comparing similarity between previous in-app sequences and the sequence of in-app events.

17. The computing system of claim 16, wherein the help content is related to a previous in-app sequence having a threshold of similarity of event data with the sequence of in-app events.

18. The computing system of claim 15, wherein the live support is provided by:

determining no help content is likely to resolve the in-app issue; and

providing the human readable form to a live-service desk.

19. The computing system of claim 15, wherein the training is performed using feedback from users regarding a provided help content.

20. The computing system of claim 15, wherein the training is performed using a solution determined by a live service desk.