Communicating solution information in a knowledge management system

• US 20040153428A1
• Filed: 11/27/2002
• Published: 08/05/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Ives, S. William, Lane, David P., Ringo, Timothy, Farrell, Daniel C, Wong, Sevasti, Bell, Randy, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Lian, Elizabeth H., Reid, Gregory S.
• Granted Patent: US 8,275,811 B2
• Time in Patent Office: Days
• US Class Current: 706/50
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A method for communicating solution information to a user of a knowledge management system, comprising:

retrieving from a database a first set of solution data, wherein the database has a plurality of sets of solution data stored thereon that are organized in at least three sections, namely a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable and a third section that sets forth contact information for further assistance with the solution; and

delivering to a user the first set of solution data in response to a query by the user;

wherein the first set of solution data is delivered to the user in at least three sections, namely a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable and a third section that sets forth contact information for further assistance with the solution.

2. The method from claim 1, wherein the first section that provides general information about the solution is subdivided into at least two subsections, namely a first subsection that describes common solutions and a second subsection that provides a suggested script for the user.

3. A database on a computer readable medium, for access by a computer program, the database for storing solution information of a knowledge management system, comprising, a plurality of content items stored in a taxonomy comprising at least three sections, namely a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable and a third section that sets forth contact information for further assistance with the solution.

4. The database from claim 3, wherein the first section that provides general information about the solution is subdivided into at least two subsections, namely a first subsection that describes common solutions and a second subsection that provides a suggested script for the user.

5. A system for communicating solution information to a user of a knowledge management system, comprising:

a retrieval unit for retrieving from a database a first set of solution data, wherein the database has a plurality of sets of solution data stored thereon that are organized in at least three sections, namely a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable and a third section that sets forth contact information for further assistance with the solution; and

a delivery unity for delivering to a user the first set of solution data in response to a query by the user;

wherein the first set of solution data is delivered to the user in at least three sections, namely a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable and a third section that sets forth contact information for further assistance with the solution.

6. The system from claim 5, wherein the first section that provides general information about the solution is subdivided into at least two subsections, namely a first subsection that describes common solutions and a second subsection that provides a suggested script for the user.