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

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: Answer Computer, Inc. (Broadcom, Inc.)
• Inventors: Anderson, Elizabeth, Evans, John T. Jr., Gifford, Rick L., Kirkbride, Louise
• Primary Examiner(s): Shaw, Gareth D.
• Assistant Examiner(s): KATBAB, ABDOLLAH
• Application Number:
  US07/740,578
• Time in Patent Office: 974 Days
• Field of Search: 395/600, 364/DIG. 2, 364/955.3, 364/960.5, 364/962.3, 364/961.2
• US Class Current: 1/1
• CPC Class Codes: G06F 16/313 Selection or weighting of terms for indexing
• CPC Class Codes: G06F 16/322 Trees
• CPC Class Codes: Y10S 707/99942 Manipulating data structure, e.g. compression, compaction, compilation

Abstract

A computer-aided customer support system is described for rapidly retrieving stored documents useful in answering customer inquiries. A hierarchical index tree is used in which an indexing document is referenced at each level as the search proceeds down through the various tiers. Once the targeted document is retrieved and reviewed, the user is interrogated by the system as to the usefulness of the document in solving the customer'"'"'s inquiry. Based on the response to this interrogation, the usefulness priority and location of this document within the tree structure are reevaluated.

Claims

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.

2. 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;

data base storage means connected to the processor for storing program instructions, documents, and an index structure, the index structure comprising;

a root index; and

a plurality of lower level indexes appended to the root index and a plurality of document indexes, each document index containing;

a list of related documents for facilitating access to documents in response to inquiries, wherein the documents contain responses to past and anticipated customer inquiries; and

a usage counter associated with each document containing a measurement of the usefulness of the associated document, the measurement of the usefulness being generated based on a combination of signals from a plurality of users;

means connected to the data base storage means for repeatedly accepting successive structure path selections from the user;

means connected to the data base storage means, responsive to the response document existing at the level pointed to by the path, for retrieving the response document;

interrogation means coupled to the 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.

3. The computer-aided customer support system of claim 2, wherein the root index and each lower level index level further contain:

a list of the appended lower level indexes; and

an associated list of documents.

4. A computer-implemented method for rapidly retrieving response documents from a computer-aided customer support system having an index structure data base having a plurality of levels, the method comprising the computer-implemented steps of:

accepting a problem definition from a user in query form suitable for document retrieval and solution;

accessing the index structure;

accepting a structure path selection from the user based on index data available at each level;

responsive to a response document not existing at the level pointed to by the structure path, performing the repeated step of accepting successive structure path selections from the user based on index data available at the level pointed to by the most-recently selected structure path;

responsive to the response document existing at the level pointed to by the path, performing the steps of;

retrieving the response document;

interrogating the user as to the usefulness of the response document retrieved;

accepting a signal from the user indicating a relative usefulness measurement of the response document to the user;

combining relative usefulness measurements from a plurality of users of each retrieved document; and

responsive to the results of the combining step, repositioning the response document within the index structure to list more useful documents at higher levels in the index structure than less useful documents.