Method and system for providing electronic user assistance

• US 8,516,077 B2
• Filed: 09/30/2010
• Issued: 08/20/2013
• Est. Priority Date: 06/06/2000
• Status: Active Grant

• Current Assignee: Adobe Inc.
• Original Assignee: Adobe Systems Incorporated (Adobe Inc.)
• Inventors: Linyard, Ronald A., Asch, Arlyn, Salling, Jonas, Sparks, Brian C., Trouw, Arie, Wineman, Mark
• Primary Examiner(s): Lim, Krisna
• Application Number:
  US12/895,551
• Publication Number:
  US 20130124554A1
• Time in Patent Office: 1,055 Days
• Field of Search: 709/218, 707/710, 707/711, 707/724, 707/726, 707/740, 707/3
• US Class Current: 709/218
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 9/453 Help systems

Abstract

A system and method for incorporating software modules into a website or other information source that is searchable and updateable, which helps to create a dynamic user assistance environment. The system searches based on context/category sensitive natural language requests. This dynamic environment becomes “smarter” over time and will track questions and answers by a number of methods to assure the answers are up to date and that there is a high confidence match for the user'"'"'s inquiry. The entire collection of data resides in a centralized location where the information can be leveraged to answer a user'"'"'s question and aid in the creation of question/answer pairs for later use. Additionally, the assistance system supports a method for incorporating new informational content and answers to unanswered questions, for example by authorized support persons, that are categorized and stored in the existing system for later reference and use.

Claims

1. A system, comprising:

a memory; and

one or more processors coupled to the memory, wherein the memory comprises program instructions executable by the one or more processors to implement;

a suggestion module operable to receive a request for assistance from a computer executed application;

a context/category module operable to determine of context that corresponds to the request, wherein the context comprises at least one of;

a location, within a particular website or particular information source, from which the request is submitted;

or

information about a system from which the request is submitted;

wherein the context/category module is further operable to search one or more context-to-category maps to identify a category that corresponds to the context; and

a statistics module operable to select, dependent on the category, a most frequently asked question and answer pair from a plurality of frequently asked question and answer pairs that correspond to the category;

wherein the suggestion module is further operable to provide the most frequently asked question and answer pair in response to the request for assistance.

2. The system of claim 1, wherein the statistics module is configured to identify a most frequently unanswered question.

3. The system of claim 2, wherein the program instructions are further executable to implement an authoring module configured to determine an answer for the most frequently unanswered question.

4. The system of claim 1, wherein the statistics module is further operable to determine a plurality of frequently asked questions that correspond to the category.

5. The system of claim 4, wherein the statistics module is further operable to arrange the plurality of frequently asked questions in a most frequently asked order.

6. The system of claim 4, wherein the statistics module is further operable to arrange the plurality of questions in a least frequently asked order.

7. A non-transitory computer accessible storage medium storing program instructions executable to:

receive a request for assistance from a computer executed application; and

in response to the request;

determine a context for the computer executed application, wherein the context comprises at least one of;

a location, for an electronic page within the computer executed application, from which the request for assistance was submitted;

or

information about a system from which the request for assistance was submitted;

determine, from a plurality of categories, one or more categories that correspond to the context;

identify one or more most frequently asked questions that correspond to the one or more categories; and

display the identified one or more most frequently asked questions.

8. A method, comprising:

receiving a request for assistance with a website; and

in response to said receiving;

determining a context in which the request was submitted, wherein the context is dependent at least in part on a web page of the website, and wherein the web page is currently being accessed by a submitter of the request or was recently accessed by the submitter of the request;

mapping the context to a corresponding category for questions;

identifying a plurality of most frequently asked questions that correspond to the category, and

displaying the plurality of most frequently asked questions.

9. A method, comprising:

receiving a plurality of questions;

in response to said receiving;

determining whether each one of the plurality of questions has an answer located in a knowledge database, wherein said determining comprises, for each one of the plurality of questions;

determining a context in which the question was submitted, wherein the context comprises at least one of;

a location, within a particular website or particular information source, from which the question was submitted;

or

information about a system from which the question was submitted;

searching one or more context-to-category maps to identify a category that corresponds to the context;

searching the knowledge base for the answer to the question, wherein said searching is dependent on the category;

storing each one of the plurality of questions in the knowledge database, wherein at least one of the plurality of questions is determined to be unanswered;

identifying one or more frequently unanswered questions in the knowledge base; and

receiving another answer from an administrative source for each one of the one or more identified frequently asked unanswered questions.