Expertise-matched help systems

• US 9,716,745 B2
• Filed: 01/18/2014
• Issued: 07/25/2017
• Est. Priority Date: 01/18/2014
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Santero, Melissa J. G., Taljanovic, Nedzad
• Primary Examiner(s): Hill, Stanley K
• Assistant Examiner(s): Chubb, Mikayla
• Application Number:
  US14/158,804
• Publication Number:
  US 20150206063A1
• Time in Patent Office: 1,284 Days
• Field of Search: None
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06N 5/00 Computing arrangements using knowledge-based models
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A method for tailoring help systems to the expertise of users includes recording data related to a user'"'"'s interaction with a product. The data is then analyzed to ascertain a level of expertise of the user relative to using the product. Upon receiving a request for assistance from the user with respect to the product, a help system may be selected based on the determined level of expertise of the user. The method may automatically provide assistance to the user through a more advanced help system in the event the user is ascertained to have a more advanced level of expertise. Similarly, the method may automatically provide assistance to the user through a less advanced help system in the event the user is ascertained to have a less advanced level of expertise. A corresponding apparatus and computer program product are also disclosed.

Claims

1. A method for tailoring help systems to the expertise of users, the method comprising:

analyzing a user'"'"'s computing work environment used to execute a software product, wherein analyzing the user'"'"'s computing work environment comprises determining at least one of specific hardware used to execute the software product, an operating system used in association with the software product, and other software applications executed on the specific hardware;

ascertaining, from the user'"'"'s computing work environment, a level of expertise of the user in using the software product;

receiving a request for assistance from the user with respect to the software product;

automatically providing assistance to the user through a first help system in the event the user is ascertained to have a first level of expertise; and

automatically providing assistance to the user through a second help system in the event the user is ascertained to have a second level of expertise different from the first level of expertise.

2. The method of claim 1, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of use of the software product.

3. The method of claim 1, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of utilizing advanced tasks of the software product.

4. The method of claim 1, wherein ascertaining a level of expertise of the user further comprises designating different types of data related to the user'"'"'s interaction with the software product and designating different weights for the different types of data based on the data'"'"'s importance.

5. The method of claim 1, further comprising enabling a user to turn on or off recording of different types of data related to the user'"'"'s interaction with the software product.

6. The method of claim 1, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of modifying advanced options of the software product.

7. A computer program product for tailoring help systems to the expertise of users, the computer program product comprising a non-transitory computer-readable storage medium having computer-usable program code embodied therein, the computer-usable program code comprising:

computer-usable program code to analyze a user'"'"'s computing work environment used to execute software product, wherein analyzing the user'"'"'s computing work environment comprises determining at least one of specific hardware used to execute the software product, an operating system used in association with the software product, and other software applications executed on the specific hardware;

computer-usable program code to ascertain, from the user'"'"'s computing work environment, a level of expertise of the user in using the software product;

computer-usable program code to receive a request for assistance from the user with respect to the software product;

computer-usable program code to automatically provide assistance to the user through a first help system in the event the user is ascertained to have a first level of expertise; and

computer-usable program code to automatically provide assistance to the user through a second help system in the event the user is ascertained to have a second level of expertise different from the first level of expertise.

8. The computer program product of claim 7, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of use of the software product.

9. The computer program product of claim 7, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of utilizing advanced tasks of the software product.

10. The computer program product of claim 7, wherein ascertaining a level of expertise of the user further comprises designating different types of data related to the user'"'"'s interaction with the software product and designating different weights for the different types of data based on the data'"'"'s importance.

11. The computer program product of claim 7, further comprising computer-usable program code to enable a user to turn on or off recording of different types of data related to the user'"'"'s interaction with the software product.

12. The computer program product of claim 7, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of modifying advanced options of the software product.

13. An apparatus for tailoring help systems to the expertise of users, the apparatus comprising:

at least one processor;

at least one memory device coupled to the at least one processor and storing computer instructions to cause the at least one processor to;

analyze a user'"'"'s computing work environment used to execute a software product, wherein analyzing the user'"'"'s computing work environment comprises determining at least one of specific hardware used to execute the software product, an operating system used in association with the software product, and other software applications executed on the specific hardware;

ascertain, from the user'"'"'s computing work environment, a level of expertise of the user in using the software product;

receive a request for assistance from the user with respect to the software product;

automatically provide assistance to the user through a first help system in the event the user is ascertained to have a first level of expertise; and

automatically provide assistance to the user through a second help system in the event the user is ascertained to have a second level of expertise different from the first level of expertise.

14. The apparatus of claim 13, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of use of the software product.

15. The apparatus of claim 13, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of utilizing advanced tasks of the software product.

16. The apparatus of claim 13, wherein ascertaining a level of expertise of the user further comprises designating different types of data related to the user'"'"'s interaction with the software product and designating different weights for the different types of data based on the data'"'"'s importance.

17. The apparatus of claim 13, wherein ascertaining a level of expertise of the user further comprises taking into account a frequency of modifying advanced options of the software product.