Customer support search engine system and method of searching data using the search engine system

• US 6,240,420 B1
• Filed: 08/31/1998
• Issued: 05/29/2001
• Est. Priority Date: 08/30/1997
• Status: Expired due to Term

• Current Assignee: Samsung Electronics Co. Ltd.
• Original Assignee: Samsung Electronics Co. Ltd.
• Inventors: Lee, Kang-dong
• Primary Examiner(s): Breene, John
• Assistant Examiner(s): Robinson, David J.
• Application Number:
  US09/144,416
• Time in Patent Office: 1,002 Days
• Field of Search: 705/26, 707/10, 707/104, 707/102, 345/336-338, 345/968, 345/340, 345/356, 345/352, 709/203, 709/219
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A customer support search engine system and a method of searching data using the system includes: a product model database for storing information on product models of a computer of a customer, each product model information including a first field including the names of product models and a second field including the names of devices constituting the product models, each device name including a pointer which indicates a path for providing information where detailed data with respect to the device is stored; a device database for storing information on devices constituting the product models, by the product models, the information on the devices consisting of a device field including the device names and a data field storing detailed data about the devices included in the device field; a user interface for displaying predetermined customer support items in a menu form enabling selection by a user and allowing a user to select the customer support items and input character or numerical data through a keyboard, in order to effect the customer support; and a search engine connected to the user interface and the product model database and the device database, the search engine searching the product model database and the device database upon input data of a user being input through the user interface and outputting corresponding data.

Claims

1. A customer support search engine system utilized in a web server for customer service on a computer of a customer using the Internet and providing technical information on the computer to the customer, said system comprising:

a product model database for storing information on product models of computers of customers, each product model information group comprising a first field including the names of product models and a second field including the names of devices constituting said product models, each device name including a pointer which indicates a path for providing information as to where detailed data with respect to said device is stored;

a device database for storing, by product model, information on devices constituting said product models, said information on said devices comprising a device field including said device names and a data field for storing detailed data about the devices included in said device field;

a user interface for displaying predetermined customer support items in a menu form enabling selection by a user, and allowing the user to select said customer support items and input character or numerical data through a keyboard, in order to effect said customer support; and

a search engine connected to said user interface, said product model database and said device database, said search engine searching said product model database and said device database upon input data of the user being input through said user interface, and said search engine outputting corresponding data.

2. The customer support search engine system of claim 1, said device field comprising software and hardware installed in said product model.

3. The customer support search engine system of claim 2, said data field in said device database comprising:

a user'"'"'s guide module for storing information on the usages of said devices;

a frequently asked question (FAO) module for storing information on frequently asked questions with respect to said devices and answers to these questions; and

a download module for storing downloadable programs that are required by customers;

said search engine searching said device database and outputting corresponding information of said data field.

4. The customer support search engine system of claim 3, said customer support items of said user interface comprising the names of product models, the names of devices constituting said product models, and items wanted by users with respect to said devices.

5. The customer support search engine system of claim 4, said items wanted by said users comprising at least one of:

a user'"'"'s guide for providing information on the usages of said devices;

an FAQ for providing questions often asked with respect to said devices and answers to said questions; and

a download area for providing downloadable programs required by customers.

7. The customer support search engine system of claim 1, said device field comprising software and hardware installable in said product model.

8. The customer support search engine system of claim 1, said data field in said device database comprising:

a user'"'"'s guide module for storing information on the usages of said devices;

a frequently asked question (FAQ) module for storing information on frequently asked questions with respect to said devices and answers to these questions; and

a download module for storing downloadable programs that are required by customers;

said search engine searching said device database and outputting corresponding information of said data field.

9. The customer support search engine system of claim 8, said customer support items of said user interface comprising the names of product models, the names of devices constituting said product models, and items wanted by users with respect to said devices.

10. The customer support search engine system of claim 9, said items wanted by said users comprising at least one of:

a user'"'"'s guide for providing information on the usages of said devices;

an FAQ for providing questions often asked with respect to said devices and answers to said questions; and

a download area for providing downloadable programs required by customers.

11. The customer support search engine system of claim 1, said customer support items of said user interface comprising the names of product models, the names of devices constituting said product models, and items wanted by users with respect to said devices.

12. The customer support search engine system of claim 11, said items wanted by said users comprising at least one of:

a user'"'"'s guide for providing information on the usages of said devices;

an FAQ for providing questions often asked with respect to said devices and answers to said questions; and

a download area for providing downloadable programs required by customers.

13. The customer support search engine system of claim 1, wherein said corresponding data outputted by said search engine comprises:

a user'"'"'s guide for providing information on the usages of said devices;

an FAQ for providing questions often asked with respect to said devices and answers to said questions; and

a download area for providing downloadable programs required by customers.

6. A method of searching data using said customer support search engine system utilized in a web server for effecting a customer service on a computer of a customer using an Internet and providing technical information on the computer to said customer, said customer support search engine system including a product model database for storing information on product models of computers of said customers, and a device database for storing information by product model on devices constituting said product models, said method comprising the steps of:

displaying a product model name menu window for selecting one of said product model names;

searching said product model database, upon a product model name being selected from said product model name menu window, to determine a corresponding product model;

displaying a device name menu window for showing names of devices constituting the product model selected from said product model name menu window, and searching said device database, upon a device name being selected, to determine a corresponding device; and

displaying a customer selection item menu window and, upon a customer selection item being selected, searching said device database to output data corresponding to said product model name, said device name and said customer selection item that have been selected;

wherein said customer selection item menu window displays items for selection including a user'"'"'s guide item, a frequently asked question (FAQ) item, and a programs for download item.

14. The method of claim 6, further comprising the step of outputting, to the computer of the customer, data corresponding to selections made by the customer.

15. The method of claim 14, wherein said corresponding data outputted to the computer of the customer comprises:

a user'"'"'s guide for providing information on the usages of said devices;

an FAQ for providing questions often asked with respect to said devices and answers to said questions; and

a download area for providing downloadable programs required by customers.