System and method for user support based on user interaction histories

• US 7,870,491 B1
• Filed: 04/27/2007
• Issued: 01/11/2011
• Est. Priority Date: 04/27/2007
• Status: Active Grant

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: LeClair, Terry F., Henderson, Kenneth
• Primary Examiner(s): Lo; Weilun
• Assistant Examiner(s): Chuong; Truc T
• Application Number:
  US11/741,615
• Time in Patent Office: 1,355 Days
• Field of Search: 715/745, 715/760, 715/776, 715/783, 715/789, 715/819, 715/820
• US Class Current: 715/745
• CPC Class Codes: G06F 9/453 Help systems

Abstract

In various embodiments, user support in computer software applications may be provided on the basis of user interaction histories. Critical points may be defined throughout the applications and the user interaction histories at these critical points may be stored and indexed for future retrieval. User interaction histories at these critical points may also be scored to determine, for example, whether the system should intervene. In some embodiments, when providing user support, an entity may access the user interaction history (e.g., using the index). The user interaction history may assist the entity in determining how to assist the system user at their current point in the application. In some embodiments, user support may be not limited to assisting the system user with a problem. For example, user support may include presenting a promotion or advertisement to the system user based on the user interaction history.

Claims

1. A computer-implemented method, comprising:

collecting a first user interaction history comprising one or more user actions or system responses as a user uses an application;

associating an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assigning an index to reference the first user interaction history or indicator;

storing the first user interaction history and indicator according to the index; and

providing the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

comparing the indicator to a threshold; and

providing an indication to the support entity if the indicator exceeds the threshold;

wherein collecting a first user interaction history, associating an indicator, assigning an index, storing the first user interaction history and indicator, and providing the index to a support entity are performed while the user uses the application.

2. The computer-implemented method as recited in claim 1, wherein the first user interaction history is stored in a storage system and is accessible through the index.

3. The computer-implemented method as recited in claim 1, wherein the support entity uses the first user interaction history to provide user support while the user is using the application.

4. The computer-implemented method as recited in claim 1, wherein the first user interaction history is used to determine whether to provide a promotion or advertisement to the system user.

5. The computer-implemented method as recited in claim 1, wherein the first user interaction history is collected at a predefined critical point in an application.

6. A system, comprising:

one or more processors;

a display device coupled to the one or more processors; and

a memory coupled to the one or more processors, wherein the memory comprises program instructions executable by the one or more processors to implement a computer application and a mechanism, wherein the mechanism is configured to;

collect a first user interaction history comprising one or more user actions or system responses as a user uses an application;

associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assign an index to reference the first user interaction history or indicator;

store the first user interaction history and indicator according to the index;

provide the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

comparing the indicator to a threshold; and

providing an indication to the support entity if the indicator exceeds the threshold;

wherein collecting a first user interaction history, associating an indicator, assigning an index, storing the first user interaction history and indicator, and providing the index to a support entity are performed while the user uses the application.

7. The system as recited in claim 6, wherein the first user interaction history is stored in a storage system and is accessible through the index.

8. The system as recited in claim 6, wherein the support entity uses the first user interaction history to provide user support while the user is using the application.

9. The system as recited in claim 6, wherein the first user interaction history is used to determine whether to provide a promotion or advertisement to the system user.

10. The system as recited in claim 6, wherein at least a portion of the first user interaction history is collected at a predefined critical point in an application.

11. A system, comprising:

a client system configured to couple to a network, wherein the client system comprises an instance of a particular computer application, wherein the particular computer application is configured to collect a first user interaction history comprising one or more user actions or system responses as a user uses the application and wherein the application is further configured to associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history; and

a storage system configured to couple to the network, wherein the storage system is configured store the first user interaction history and indicator according to an index;

wherein the storage system is further configured to return the index to the client system;

wherein the index may be provided to a support entity, and wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

the client system being further configured to compare the indicator to a threshold and provide an indication to the support entity if the indicator exceeds the threshold;

wherein collecting a first user interaction history, associating an indicator, assigning an index, storing the first user interaction history and indicator, and providing the index to a support entity are performed while the user uses the application.

12. The system as recited in claim 11, wherein the first user interaction history is stored in a storage system and is accessible through the index.

13. The system as recited in claim 11, wherein the support entity uses the first user interaction history to provide user support while the user is using the application.

14. The system as recited in claim 11, wherein the first user interaction history is used to determine whether to provide a promotion or advertisement to the system user.

15. The system as recited in claim 11, wherein the first user interaction history is collected at a predefined critical point in an application.

16. A computer-accessible storage medium, comprising program instructions, wherein the program instructions are computer-executable to implement:

collect a first user interaction history comprised of one or more user actions or system responses as a user uses an application;

associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assign an index to reference the first user interaction history or indicator;

store the first user interaction history and indicator according to the index;

provide the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

compare the indicator to a threshold; and

provide an indication to the support entity if the indicator exceeds the threshold;

wherein collecting a first user interaction history, associating an indicator, assigning an index, storing the first user interaction history and indicator, and providing the index to a support entity are performed while the user uses the application.

17. The computer-accessible storage medium as recited in claim 16, wherein the first user interaction history is stored in a storage system and is accessible through the index.

18. The computer-accessible storage medium as recited in claim 16, wherein the support entity uses the first user interaction history to provide user support while the user is using the application.

19. The computer-accessible storage medium as recited in claim 16, wherein the first user interaction history is used to determine whether to provide a promotion or advertisement to the system user.

20. The computer-accessible storage medium as recited in claim 16, wherein the first user interaction history is collected at a predefined critical point in an application.

21. A computer-implemented method, comprising:

collecting a first user interaction history comprising one or more user actions or system responses as a user uses an application;

associating an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assigning an index to reference the first user interaction history or indicator;

storing the first user interaction history and indicator according to the index;

providing the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

comparing the indicator to a threshold; and

providing an indication to the support entity if the indicator exceeds the threshold;

wherein the first user interaction history includes one or more of system user enrollment, adding system user information, and printing information.

22. A system, comprising:

one or more processors;

a display device coupled to the one or more processors; and

a memory coupled to the one or more processors, wherein the memory comprises program instructions executable by the one or more processors to implement a computer application and a mechanism, wherein the mechanism is configured to;

collect a first user interaction history comprising one or more user actions or system responses as a user uses an application;

associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assign an index to reference the first user interaction history or indicator;

store the first user interaction history and indicator according to the index;

provide the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

comparing the indicator to a threshold; and

providing an indication to the support entity if the indicator exceeds the threshold;

wherein the first user interaction history includes one or more of system user enrollment, adding system user information, and printing information.

23. A system, comprising:

a client system configured to couple to a network, wherein the client system comprises an instance of a particular computer application, wherein the particular computer application is configured to collect a first user interaction history comprising one or more user actions or system responses as a user uses the application and wherein the application is further configured to associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the first user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history; and

a storage system configured to couple to the network, wherein the storage system is configured store the first user interaction history and indicator according to an index;

wherein the storage system is further configured to return the index to the client system;

wherein the index may be provided to a support entity, and wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index;

the client system being further configured to compare the indicator to a threshold and provide an indication to the support entity if the indicator exceeds the threshold;

wherein the first user interaction history includes one or more of system user enrollment, adding system user information, and printing information.

24. A computer-accessible storage medium, comprising program instructions, wherein the program instructions are computer-executable to implement:

collect a first user interaction history comprised of one or more user actions or system responses as a user uses an application;

associate an indicator with the first user interaction history that indicates a degree of positive or negative interaction of the user with respect to one or more user actions or system responses in the user interaction history, the degree of positive or negative interaction being at least partly representative of success or failure of the user in performing at least one of the one or more user actions in the first user interaction history as determined by comparing the first user interaction history with a second user interaction history;

assign an index to reference the first user interaction history or indicator;

store the first user interaction history and indicator according to the index; and

provide the index to a support entity, wherein the first user interaction history and indicator are operable to be provided to the support entity when referenced by the index

comparing the indicator to a threshold; and

providing an indication to the support entity if the indicator exceeds the threshold;

wherein the first user interaction history includes one or more of system user enrollment, adding system user information, and printing information.