Intelligent web based help system

• US 20060085750A1
• Filed: 10/19/2004
• Published: 04/20/2006
• Est. Priority Date: 10/19/2004
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Keller, Neal M., Lee, Juhnyoung, Ungar, Lisa M., Easton,, Robert E. Jr.
• Granted Patent: US 7,543,232 B2
• Time in Patent Office: Days
• US Class Current: 715/708
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

A system, method and computer program product that combines techniques in the fields of search, data mining, collaborative filtering, user ratings and referral mappings into a system for intelligent web-based help for task or transaction oriented web based systems. The system makes use of a service oriented architecture based on metadata and web services to locate, categorize and provide relevant context sensitive help, including found help not available when the web based system or application was first developed. As part of the inventive system, there is additionally provided a system for providing an integrated information taxonomy which combines automatically, semi-automatically, and manually generated taxonomies and applies them to help systems. This aspect of the invention is applicable to the fields of online self-help systems for web sites and software applications as well as to customer, supplier and employee help desks.

Claims

1. A system for providing integrated help information to users of computer programs and network-based services, said system comprising:

a means for mining available help information resources for relevant help information, extracting properties of the discovered help information, and, organizing and categorizing said discovered help information;

a memory storage means for storing metadata entries associated with the organized and categorized discovered help content;

a means for automatically registering the discovered help content as said metadata entries in said memory storage means;

end-user interface means adapted to receive dynamically specified user help queries submitted by an end-user;

means for composing an context sensitive search query in response to a specified user help query; and

,

means for executing the composed context sensitive search query against said memory storage means comprising said metadata entries associated with the help content, and utilizing the associated metadata to access help information comprising contextual help resources identified by the metadata;

wherein said end-user interface means receives the help information identified by the metadata and renders one or more categorized links to enable end-user access to said contextual help resources.

2. The system for providing integrated help information as claimed in claim 1, wherein said categorized links to contextual help resources includes one or more of specific help, found help, and general help categories, or any combination thereof.

3. The system for providing integrated help information as claimed in claim 2, wherein said categorized links to specific contextual help resources includes help content that specifically addresses questions expected when using a particular computer program and other help content pages registered to said memory storage means via said registering means.

4. The system for providing integrated help information as claimed in claim 2, wherein said categorized links to found contextual help resources includes links dynamically mapped from an output of one or more transformation and text analytics software tools, which analyze one or more help information resources having content comprising forums, newsgroups, blogs, and frequently asked questions lists.

5. The system for providing integrated help information as claimed in claim 2, wherein said categorized links to general contextual help resources include links to comprehensive help systems including those used for corporate intranets or provided by the software vendors for the computer programs.

6. The system for providing integrated help information as claimed in claim 1, wherein said means for mining available help information resources comprises means for navigating from among one or more information spaces comprising one or more networks of computers to discover relevant help information.

7. The system for providing integrated help information as claimed in claim 1, wherein said memory storage means for storing said metadata entries comprises a database for providing one or more indices to help information residing in multitude of help information sources in one or more networks of computers.

8. The system for providing integrated help information as claimed in claim 1, wherein said means for automatically registering the metadata associated with the discovered help content in said memory storage means further comprises means for recording and updating one or more metadata entries of the help information in the memory storage means.

9. The system for providing integrated help information as claimed in claim 1, wherein said registration means assigns metadata to discovered help content according to help information taxonomies provided by the system, said means for composing an context sensitive search query comprising means for comparing user context information with the help information taxonomies provided.

10. The system for providing integrated help information as claimed in claim 9, wherein said means for comparing user context information with the help information taxonomies provided further composes one or more on-demand, context-sensitive search query responses after executing said search queries against entries in the memory storage device.

11. The system for providing integrated help information as claimed in claim 10, further comprising a taxonomy construction means for providing integrated structured help information taxonomies for use in composing said on-demand context sensitive search query.

12. The system for providing integrated help information as claimed in claim 11, wherein said taxonomy construction means includes means implementing one or more software transformation tools for automatically deriving structural information of discovered help information from structured content.

13. The system for providing integrated help information as claimed in claim 11, wherein said taxonomy construction means further includes means implementing one or more software text analysis tools for semi-automatically deriving structural information of discovered help information from semi-structured or unstructured content.

14. The system for providing integrated help information as claimed in claim 11, wherein said taxonomy construction means further includes means implementing taxonomy editing software tool that enables a user to manually derive structural information of discovered help information.

15. A method for providing integrated help information to users of computer programs and network-based services comprising:

a) during a help information build time, mining available help information resources for relevant help information, extracting properties of the discovered help information, and, organizing and categorizing said discovered help information;

b) storing metadata entries associated with the organized and categorized discovered help content in a memory storage device;

c) automatically registering the discovered help content as said metadata entries in said memory storage means; and

,

d) during a help information run time, receiving dynamically specified user help queries submitted by an end-user;

e) composing a context sensitive search query in response to a specified user help query;

f) executing the composed context sensitive search query against said memory storage means comprising said metadata entries associated with the help content, and,

g) utilizing the associated metadata to access help information comprising contextual help resources identified by the metadata, and

h) rendering the help information identified by the metadata as one or more categorized links on an end-user interface device, to enable end-user access to said contextual help resources.

16. The method as claimed in claim 15, wherein said categorized links to contextual help resources includes one or more of specific help, found help, and general help categories, or any combination thereof.

17. The method as claimed in claim 16, further including the step of providing categorized links to specific contextual help resources including help content that specifically addresses questions expected when using a particular computer program and, other help content pages for registration to said memory storage device.

18. The method as claimed in claim 16, further including the step of providing categorized links to found contextual help resources including links dynamically mapped from an output of one or more transformation and text analytics software tools, which analyze one or more help information resources having content comprising forums, newsgroups, blogs, and frequently asked questions lists.

19. The method as claimed in claim 16, further including the step of providing categorized links to general contextual help resources including links to comprehensive help systems including those used for corporate intranets or provided by the software vendors for the computer programs.

20. The method as claimed in claim 15, wherein said mining step a) includes navigating from among one or more information spaces comprising one or more networks of computers to discover relevant help information.

21. The method as claimed in claim 15, wherein said automatically registering step further comprises the steps of recording and updating one or more metadata entries of the help information in the memory storage means.

22. The method as claimed in claim 15, wherein said automatically registering step further includes a step of assigning metadata to discovered help content according to help information taxonomies provided by the system, said composing step e) further including the step of comparing user context information with the help information taxonomies provided.

23. The method as claimed in claim 22, wherein said step of comparing user context information with the help information taxonomies provided further includes composing one or more on-demand, context-sensitive search query responses after executing said search queries against entries in the memory storage device.

24. The method as claimed in claim 23, further comprising a step of constructing one or more structured help information taxonomies during said run-time for use in composing said on-demand context sensitive search query.

25. The method as claimed in claim 24, wherein said step of constructing one or more structured help information taxonomies includes implementing one or more software transformation tools for automatically deriving structural information of discovered help information from structured content.

26. The method as claimed in claim 24, wherein said step of constructing one or more structured help information taxonomies includes implementing one or more software text analysis tools for semi-automatically deriving structural information of discovered help information from semi-structured or unstructured content.

27. The method as claimed in claim 24, wherein said step of constructing one or more structured help information taxonomies includes implementing taxonomy editing software tool that enables a user to manually derive structural information of discovered help information.

28. A system for providing an on-demand, context-sensitive, integrated help information service to end-users of computer programs and services, said system comprising:

a means for receiving from a sponsor entity specification of performance criteria associated with providing a particular help content service at a requested performance level for said end-users,

a means enabling a service provider entity to specify service provision parameters to provide said help content service for end-users according to said requested performance level;

a means for navigating help information sources comprising data in structured formats, semi-structured formats and unstructured formats in compliance with said initial service provision parameters, and organizing and categorizing said discovered help content according to a help information taxonomy;

a memory storage means providing one or more indices of help information residing in multitude of help information sources in one or more networks of computers;

a means for and assigning metadata to said discovered help content and registering said metadata associated with discovered help information resources in said memory storage means;

a means for monitoring and collecting user context information relating to activities of users of the computer programs or services, said collected information including system configuration information of end-user devices;

a means for receiving dynamically specified user help queries submitted by said end-users associated with said sponsor entity;

a means for comparing collected user context information with help information taxonomies and composing an on-demand, context sensitive user query based on said specified user help queries and monitored and collected information;

a means for executing the composed search query against said metadata stored in said memory storage means associated with the help content provided, and utilizing the associated metadata to access help information comprising contextual help resources identified by the metadata,

wherein said end-user interface device receives the help information identified by the metadata and renders one or more categorized links to enable end-user access to said contextual help resources.

29. The system according to claim 28, wherein said help information taxonomy provides one or more controlled vocabularies for help information and specifies one or more hierarchical relationships among terms defined in said one or more controlled vocabularies in one or more dimensions or domains of interest in characterizing one or more aspects of said computer programs.

30. The system according to claim 28, further comprising a user profile storage device for receiving and storing profile information of one or more individual end-users of the said computer programs and services.

31. The system according to claim 28, further comprising help taxonomy construction means for analyzing and extracting one or more properties of discovered help information structures and organizing and categorizing the discovered help information structures in the help information taxonomy.

32. The system for providing integrated help information as claimed in claim 28, wherein said means for automatically registering the metadata associated with the discovered help content in said memory storage means further comprises means for recording and updating one or more metadata entries of the help information in the memory storage means.

33. The system for providing integrated help information as claimed in claim 30, further comprising a user profile service means for managing user profile information input from one or more sources comprising:

users of said computer programs or services, or user profile information from one or more third-party information providers, and storing said user profile information in a user profile storage device.

34. The system for providing integrated help information as claimed in claim 33, further comprising a ratings service means for collecting rating values indicating relevancy of provided help content from one or more users of the computer program and, managing and updating one or more rating values of one or more metadata entries in said memory storage means.

35. The system for providing integrated help information as claimed in claim 33, further comprising means enabling a system administrator of said system to manage the memory storage means, the help information taxonomy and the user profile data storage means by specifying one or more metadata and one or more policies and enforcing them.

36. The system for providing integrated help information as claimed in claim 34, wherein said means for monitoring and collecting user context information includes means for communicating collected information to either said ratings service means or user profile service means, or both, in the system for providing context-sensitive help information.

37. The system for providing integrated help information as claimed in claim 34, wherein said means for composing one or more on-demand, context-sensitive search queries includes combining context information from said monitoring means and from either said ratings service means or user profile service means, or both, in the system, and generating said context sensitive user query based obtaining one or more search results by said executing means.

38. The system as claimed in claim 28, wherein said sponsor entity comprises one or more of:

an individual user, a sponsoring agency or a corporation enabled to contract with said help service providers to only receive and pay by use for selected categories of contextual help content including specific help, found help or general help categories.

39. The system as claimed in claim 34, further comprising means enabling said sponsor entity and help service provider entities to negotiate a service level agreement based on aggregate user relevancy ratings for provided help links.

40. The system as claimed in claim 39, further comprising means enabling discovery and development of additional help content when the existing service provision parameters associated with the specified performance criteria are not being achieved, or specified performance parameters are modified by mutual agreement between the sponsor entity and the service provider entity in a negotiated service level agreement.

41. The system as claimed in claim 28, wherein the help information sources comprising content stored in structured formats comprising databases or spreadsheets, in semi-structured formats comprising XML (extensible Markup Language) and HTML (HyperText Markup Language) program, and, in unstructured formats comprising text.

42. The system as claimed in claim 28, wherein the help information sources include content stored in one or more data formats comprising ASCII text, RTF, Word format, or PDF included in storage media comprising one or more of:

a database, disk, file, CD, or DVD.

43. The system as claimed in claim 28, wherein the help information sources include text, still image, video, and audio data content.

44. The system as claimed in claim 28, further comprising communications means for delivering content from the help information sources according to push, RSS (Real Simple Syndication), pull, or publish and subscribe content delivery protocols.

45. The system as claimed in claim 28, wherein said communications means for delivering content from the help information sources include one or more network protocols comprising HTTP, FTP, SOAP, or MQ.

46. The system as claimed in claim 28, wherein the help information sources include content stored in one or more information spaces comprising including, but not limited to, internet, intranet, extranet, public databases, private databases, commercial database, or personal workspaces or user desktop computer devices.

47. The system as claimed in claim 28, wherein the help information sources include content from one or more third-party sources comprising indices of public, private or commercial search engine databases, and includes content not available at a time the computer program in use by said end-user was developed.

48. The system as claimed in claim 37, where the context information provided to the composing means comprises one or more of user context which provided by said monitoring means, query context, a ratings context provided by said rating service means;

and user profile context provided by said user profile service means.

49. The system as claimed in claim 37, further comprising a service-oriented architecture wherein each of said composing means, said means for receiving dynamically specified user help queries, said ratings service means, said user profile service means, said means for automatically registering and assigning, said means for navigating help information, and said help taxonomy construction means are implemented as software services in one or more networks of computers.

50. The system as claimed in claim 49, wherein said service-oriented architecture comprises one of Web services on the internet, or communicating messages in XML format transported on the SOAP protocol on top of HTTP, or both.