Method and system for providing a dynamically updated expertise and context based peer-to-peer customer support system within a software application
First Claim
1. A method comprising:
- providing one or more users of a financial management application program the opportunity to participate as members of a peer-to-peer support community for the financial management application program, wherein functionality pertaining to the peer-to-peer support community is provided within the provided financial management application program;
obtaining profile data for each member of the peer-to-peer support community, the profile data indicating areas of expertise of each member of the peer-to-peer support community;
providing each member of the peer-to-peer support community the capability to provide status data associated with the member of the peer-to-peer support community, the status data indicating an active current status or inactive current status;
defining one or more context criteria indicating a context in which to match active status members of the peer-to-peer support community with asking members of the peer-to-peer support community, the defined context criteria at least including a criterion that a match occurs between one or more active status members of the peer-to-peer support community when those matched active status members are currently interacting with the same data entry field of the financial management application program as an asking member of the peer-to-peer support community;
determining, for each active status member interacting with a data entry field, which data entry field that active status member is currently interacting with;
generating context criteria data representing the context criteria for each active status member of the peer-to-peer support community, the generated context criteria data at least including a data entry field each active status member is currently interacting with;
developing, from a complete set of active status members of the support community, one or more sub-sets of active status members sharing a context criterion which at least includes currently interacting with the same data entry field of the application program as an asking member of the peer-to-peer support community;
continuously automatically updating the context criteria data of each active status member to reflect current context criterions of each user, the context criterion data at least including data entry fields that each active status member is currently interacting with;
continuously updating the one or more sub-sets based on a current context criteria data of each active status member and whether users of a given sub-set are interacting with a same data entry field of the application program;
determining that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community in need of support from one or more other active status members of the of the peer-to-peer support community, resulting in a first asking member, the determination including determining that the given member has spent an amount of time within a particular data entry field where that amount of time exceeds a predetermined threshold value;
responsive to determining a first asking member, determining context criteria data of the first asking member at least indicating the data entry field of the application program that the first asking member is currently interacting with;
using the profile data and the context criteria data for each active status member other than the first asking member and the profile data and/or context criteria data for the first asking member of the peer-to-peer support community to match one or more active status members other than the first asking member with the first asking member, wherein a match occurs between one or more active status members and the first asking member at least when those matched active status members share a context criterion, including when the matched active status members are currently interacting with the same data entry field of the application program as the first asking member; and
providing the first asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the financial management application program.
1 Assignment
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Accused Products
Abstract
Users of a software system are provided the opportunity to participate as members of a peer-to-peer support community for the software system. Profile data is obtained indicating areas of expertise associated with members and each member can designate their status as active or non-active. Context criteria data indicating a context status for each active status member is generated. The profile data and the context criteria data for each active status member of the peer-to-peer support community is used to identify one or more sub-sets of active status members of the peer-to-peer support community who share a common context to dynamically match one or more active status members within the peer-to-peer support community and allow the matched members to provide support to each other through the software system.
165 Citations
30 Claims
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1. A method comprising:
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providing one or more users of a financial management application program the opportunity to participate as members of a peer-to-peer support community for the financial management application program, wherein functionality pertaining to the peer-to-peer support community is provided within the provided financial management application program; obtaining profile data for each member of the peer-to-peer support community, the profile data indicating areas of expertise of each member of the peer-to-peer support community; providing each member of the peer-to-peer support community the capability to provide status data associated with the member of the peer-to-peer support community, the status data indicating an active current status or inactive current status; defining one or more context criteria indicating a context in which to match active status members of the peer-to-peer support community with asking members of the peer-to-peer support community, the defined context criteria at least including a criterion that a match occurs between one or more active status members of the peer-to-peer support community when those matched active status members are currently interacting with the same data entry field of the financial management application program as an asking member of the peer-to-peer support community; determining, for each active status member interacting with a data entry field, which data entry field that active status member is currently interacting with; generating context criteria data representing the context criteria for each active status member of the peer-to-peer support community, the generated context criteria data at least including a data entry field each active status member is currently interacting with; developing, from a complete set of active status members of the support community, one or more sub-sets of active status members sharing a context criterion which at least includes currently interacting with the same data entry field of the application program as an asking member of the peer-to-peer support community; continuously automatically updating the context criteria data of each active status member to reflect current context criterions of each user, the context criterion data at least including data entry fields that each active status member is currently interacting with; continuously updating the one or more sub-sets based on a current context criteria data of each active status member and whether users of a given sub-set are interacting with a same data entry field of the application program; determining that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community in need of support from one or more other active status members of the of the peer-to-peer support community, resulting in a first asking member, the determination including determining that the given member has spent an amount of time within a particular data entry field where that amount of time exceeds a predetermined threshold value; responsive to determining a first asking member, determining context criteria data of the first asking member at least indicating the data entry field of the application program that the first asking member is currently interacting with; using the profile data and the context criteria data for each active status member other than the first asking member and the profile data and/or context criteria data for the first asking member of the peer-to-peer support community to match one or more active status members other than the first asking member with the first asking member, wherein a match occurs between one or more active status members and the first asking member at least when those matched active status members share a context criterion, including when the matched active status members are currently interacting with the same data entry field of the application program as the first asking member; and providing the first asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the financial management application program. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method comprising:
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providing a tax preparation financial management application program to two or more users; providing one or more users of the tax preparation financial management application program the opportunity to participate as members of a peer-to-peer support community for the tax preparation financial management application program, wherein the peer-to-peer support community is provided within the provided tax return preparation financial management application program; obtaining profile data for members of the peer-to-peer support community, the profile data indicating areas of tax expertise associated with the members of the peer-to-peer support community; providing members of the peer-to-peer support community the capability to provide status data of the members of the peer-to-peer support community, the status data indicating an active current status or inactive current status; determining, for each active status member interacting with a module of the tax preparation financial management application program, which module that active status member is currently interacting with; generating context criteria data representing a location within the financial management application program where the active status members of the peer-to-peer support community are interacting with the tax preparation financial management application program for each active status member of the peer-to-peer support community, the generated context criteria including data representing a module of the tax preparation financial management application program that each respective active status member is currently interacting with; determining that a given member of the peer-to-peer support community is an asking member of the peer-to-peer support community in need of support from one or more active status members of the of the peer-to-peer support community other than the member, resulting in the identification of a first asking member; responsive to the identification of a first asking member, determining context criteria data of the first asking member indicating a module of the tax preparation financial management application program that the first asking member is currently interacting with; using the profile data and the context criteria data for each active status member other than the first asking member and the profile data and/or context criteria data for the first asking member to match one or more active status members of the peer-to-peer support community with the asking member of the peer-to-peer support community, wherein a match occurs between one or more active status members of the peer-to-peer support community and the first asking member at least when those matched active status members are currently interacting with the same module of the financial management application program as the first asking member; and providing the first asking member of the peer-to-peer support community the capability to make contact with one or more of the matched one or more active status members of the peer-to-peer support community through the tax preparation financial management application program. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A method comprising:
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providing a financial management application program to one or more users; providing one or more users of the financial management application program the opportunity to participate as members of a peer-to-peer support community for the financial management application program, wherein functionality pertaining to the peer-to-peer support community is provided within the provided financial management application program; obtaining profile data for each member of the peer-to-peer support community, the profile data indicating areas of expertise associated with each member of the peer-to-peer support community; receiving from members of the peer-to-peer support community status data indicating an active current status or inactive current status; defining one or more context criteria indicating a context in which to group active status members of the peer-to-peer support community with asking members of the peer-to-peer support community, the defined context criteria including at least grouping active status members that are currently interacting with a same data entry field of the financial management application program; determining, for each active status member interacting with a data entry field of the tax preparation financial management application program, which data entry field that active status member is currently interacting with; generating context criteria data representing the context criteria for active status members of the peer-to-peer support community, the generated context criteria data at least including a data entry field each active status member is currently interacting with; developing, from active status members of the support community, one or more sub-sets of active status members sharing a context criterion; continuously automatically updating the context criteria data of each active status member to reflect current context criterions of each user, the context criterion data at least including data entry fields that each active status member is currently interacting with; continuously updating the one or more sub-sets based on a current context of each active status member and whether users of a given sub-set are interacting with a same data entry field of the application program; using the profile data and the context criteria data sub-set to identify one or more of the previously determined sub-sets who are currently interacting with the same data entry field of the financial management application program; providing each given active status members of each sub-set who are interacting with the same data field of the financial management application program as the given active status member a listing of other active status members of the sub-set of active status members of the identified one or more sub-sets; and providing each member of each sub-set of active status members of the peer-to-peer support community who share a common context the capability to make contact with the other members of the sub-set of active status members of the peer-to-peer support community who share a common context through the financial management application program. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30)
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Specification