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Frugal user engagement help systems

  • US 9,846,881 B2
  • Filed: 12/19/2014
  • Issued: 12/19/2017
  • Est. Priority Date: 12/19/2014
  • Status: Active Grant
First Claim
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1. A method for providing assistance to a user of a product in diagnosing faults in the product, comprising:

  • receiving, at a help server, data associated with current and/or past operation of the product;

    performing an optimization to determine a sequence of diagnostic user actions that is expected to maximize a net benefit to the user, wherein the sequence of diagnostic user actions includes one or more of;

    a test associated with the product'"'"'s operation; and

    a research action to investigate an aspect of the product or its environment; and

    wherein the net benefit to the user accounts for costs to the user for performing a respective diagnostic action and savings to the user for correcting the faults;

    presenting the sequence of diagnostic user actions to the user;

    receiving a response from the user; and

    diagnosing, by the help server, based on the user'"'"'s response, a likely fault in the product.

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