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Computer-aided customer support system with bubble-up

  • US 5,301,314 A
  • Filed: 08/05/1991
  • Issued: 04/05/1994
  • Est. Priority Date: 08/05/1991
  • Status: Expired due to Term
First Claim
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1. A computer-aided customer support system for storing and rapidly retrieving response documents in response to customer inquiries, comprising:

  • a processor for executing programmed instructions, accessing stored documents, and generating an index structure containing records for facilitating document access;

    a user interface connected to the processor for accepting a problem definition from a user in query form, and for communicating information and instructions between the user and the processor; and

    data base storage means connected to the processor for storing program instructions, documents and usage counters, each usage counter being associated with a document for incrementing responsive to a user indicating that the response document was useful in solving the problem for which the response document was accessed to keep track of the relative usefulness of the particular response document for similar problems;

    interrogation means, coupled to he data base storage means, for interrogating the user and accepting a signal from the user indicating a relative usefulness measurement of the response document to the user; and

    repositioning means, coupled to the data base storage means, for combining relative usefulness measurements and repositioning the response document within the index structure to list more useful documents at higher levels in the index structure than less useful documents.

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