Script-based information retrieval

• US 8,370,166 B2
• Filed: 06/15/2004
• Issued: 02/05/2013
• Est. Priority Date: 06/15/2004
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Ronnewinkel, Christopher
• Primary Examiner(s): Plucinski, Jami A
• Assistant Examiner(s): EVANS, KIMBERLY L
• Application Number:
  US10/868,139
• Publication Number:
  US 20050278207A1
• Time in Patent Office: 3,157 Days
• Field of Search: 705/1, 705/8, 707/10, 707/3, 1/1
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 50/205 Education administration or guidance

Abstract

One implementation provides a method for providing a solution to a problem durring an interaction. In this implementation, the method includes displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI) upon identification of the problem. Each possible answer to the first question is associated with an electronic document stored in a first knowledge base. The method further includes receiving input from the user selecting one of the displayed answers to the first question during the interaction. In response to receiving this input, a name of the electronic document is displayed within the GUI. The electronic document whose name is displayed is associated with the selected answer to the first question and that provides a solution to the problem.

Claims

1. A computer-implemented method for aiding a user in finding a solution to a problem using an interactive process, the method comprising:

(a) selecting a script of predefined questions and answers to assist a user in investigating a problem for which the user seeks a solution, the script configured so that when the user selects an answer to a question from the script, the script proceeds, based on the selected answer, to display a next question from the script;

(b) displaying to the user in a graphical user interface (GUI);

(i) a first question from the selected script, (ii) first user-selectable answers from the script that are associated with the first question, and (iii) a list of multiple different electronic documents from a collection of documents associated with the script, wherein each document provides information regarding at least one unique problem, wherein each listed document is configured for the user to select the document for document retrieval, and wherein the first question, the first user-selectable answers and the list are displayed concurrently;

(c) receiving input from the user selecting one of the first user-selectable answers as a response to the first question;

(d) identifying, based on the selected answer, one or more of the multiple different electronic documents to eliminate from display in the list of electronic documents;

(e) displaying to the user in the GUI;

(i) a second question from the script that is associated with the selected answer, (ii) second user-selectable answers from the script that are associated with the second question, and (iii) each remaining electronic document in the list after each identified electronic document is eliminated from the list; and

(f) continuing to present questions from the script and receive answers from the user in accordance with steps (b), (c), (d) and (e) in sequence until the user chooses to retrieve an electronic document that is currently displayed in the list of electronic documents or until an end of the script is reached.

2. The method of claim 1, further comprising:

receiving input from the user selecting an electronic document from the list of documents; and

retrieving the selected electronic document from a first knowledge base.

3. The method of claim 1, wherein the interactive process is a telephone, a chat, an email, or a fax interaction.

4. The method of claim 1, wherein the first question is a closed-ended question, and wherein the answers to the first question are predefined possible answers to the closed-ended question.

5. The method of claim 1, wherein the interactive process is an interactive process between an individual and the user, and wherein the user is an interaction center agent.

6. The method of claim 5, wherein the user is a customer, and wherein the interaction is a self-service interaction.

7. The method of claim 5, wherein the user obtains the answer upon receipt of feedback from the individual.

8. A computer program product tangibly embodied in a computer-readable storage device, the computer program product including instructions that, when executed, cause a processor to perform operations for aiding a user in finding a solution to a problem using an interactive process, the operations comprising:

(a) selecting a script of predefined questions and answers to assist a user in investigating a problem for which the user seeks a solution, the script configured so that when the user selects an answer to a question from the script, the script proceeds, based on the selected answer, to display a next question from the script;

(b) displaying to the user in a graphical user interface (GUI);

(i) a first question from the selected script, (ii) first user-selectable answers from the script that are associated with the first question, and (iii) a list of multiple different electronic documents from a collection of documents associated with the script, wherein each document provides information regarding at least one unique problem, wherein each listed document is configured for the user to select the document for document retrieval, and wherein the first question, the first user-selectable answers and the list are displayed concurrently;

(c) receiving input from the user selecting one of the first user-selectable answers as a response to the first question;

(d) identifying, based on the selected answer, one or more of the multiple different electronic documents to eliminate from display in the list of electronic documents;

(e) displaying to the user in the GUI;

(i) a second question from the script that is associated with the selected answer, (ii) second user-selectable answers from the script that are associated with the second question, and (iii) each remaining electronic document in the list after each identified electronic document is eliminated from the list; and

(f) continuing to present questions from the script and receive answers from the user in accordance with steps (b), (c), (d) and (e) in sequence until the user chooses to retrieve an electronic document that is currently displayed in the list of electronic documents or until an end of the script is reached.

9. The computer program product of claim 8, wherein the operations further comprise:

receiving input from the user selecting an electronic document from the list of documents; and

retrieving the selected electronic document from a first knowledge base.

10. The computer program product of claim 8, wherein the interactive process is a telephone, a chat, an email, or a fax interaction.

11. The computer program product of claim 8, wherein the first question is a closed-ended question, and wherein the answers to the first question are predefined possible answers to the closed-ended question.

12. The computer program product of claim 8, wherein the interactive process is an interactive process between an individual and the user, and wherein the user is an interaction center agent.

13. The computer program product of claim 12, wherein the user is a customer, and wherein the interaction is a self-service interaction.

14. The computer program product of claim 12, wherein the user obtains the answer upon receipt of feedback from the individual.

15. A system comprising:

a computing device for use by a user;

a first knowledge base coupled to the computing device, the first knowledge base containing a plurality of electronic documents;

a script repository coupled to the computing device, the script repository containing a script having a set of questions and a corresponding set of answers for each question to assist a user in investigating a problem for which the user seeks a solution;

a computer-readable storage device including instructions, where the storage device provides mass storage for the computing device; and

a processor operable to execute the instructions and perform operations, the operations comprising;

(a) selecting the script, the script configured so that when the user selects an answer to a question from the script, the script proceeds, based on the selected answer, to display a next question from the script;

(b) displaying to the user in a graphical user interface (GUI);

(i) a first question from the selected script, (ii) first user-selectable answers from the script that are associated with the first question, and (iii) a list of multiple different electronic documents from a collection of documents associated with the script, wherein each document provides information regarding at least one unique problem, wherein each listed document is configured for the user to select the document for document retrieval, and wherein the first question, the first user-selectable answers and the list are displayed concurrently;

(c) receiving input from the user selecting one of the first user-selectable answers as a response to the first question;

(d) identifying, based on the selected answer, one or more of the multiple different electronic documents to eliminate from display in the list of electronic documents;

(e) displaying to the user in the GUI;

(i) a second question from the script that is associated with the selected answer, (ii) second user-selectable answers from the script that are associated with the second question, and (iii) each remaining electronic document in the list after each identified electronic document is eliminated from the list; and

(f) continuing to present questions from the script and receive answers from the user in accordance with steps (b), (c), (d) and (e) in sequence until the user chooses to retrieve an electronic document that is currently displayed in the list of electronic documents or until an end of the script is reached.

16. The system of claim 15, wherein the operations further comprise:

receiving input from the user selecting an electronic document from the list of documents; and

retrieving the selected electronic document from a first knowledge base.

17. The system of claim 15, wherein the interactive process is a telephone, a chat, an email, or a fax interaction.

18. The system of claim 15, wherein the first question is a closed-ended question, and wherein the answers to the first question are predefined possible answers to the closed-ended question.

19. The system of claim 18, wherein the interactive process is an interactive process between an individual and the user, and wherein the user is an interaction center agent.

20. The system of claim 18, wherein the user is a customer, and wherein the interaction is a self-service interaction.