Automated retrieval, evaluation, and presentation of context-sensitive user support
First Claim
1. In a client/server environment, a method for providing focused context-sensitive user support, comprising:
- receiving, at a server, a query from a remotely located client, the query indicating that an error event has occurred at the remotely located client;
extracting from the query an application context for the remotely located client;
retrieving a support item responsive to the query and relevant to the application context;
receiving a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the error event;
transmitting, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item;
receiving, from the remotely located client, a second feedback item based on a user evaluation of the support item in resolving the error event; and
updating the first feedback item based on the second feedback item.
1 Assignment
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Accused Products
Abstract
In response to an event occurring on a user'"'"'s computer, a system, method, and user interface automatically determine the nature and context of the event, and search a database for support items, such as other users'"'"' comments, suggestions, or answers that are relevant to the event. Events can include, for example, errors, usage problems, or other difficulties with the software application, operating system, or hardware. Other resources, such as bulletin boards, discussion groups, websites, and the like, can also be automatically searched for support items using the parameters and context describing the event. The system and method select those support item or items that are most highly rated by other users as providing accurate, reliable, or otherwise useful information, and that appear to be the most relevant to the event. Also provided, in one embodiment, is a mechanism by which a user can evaluate a support item after he or she has read it.
125 Citations
30 Claims
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1. In a client/server environment, a method for providing focused context-sensitive user support, comprising:
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receiving, at a server, a query from a remotely located client, the query indicating that an error event has occurred at the remotely located client; extracting from the query an application context for the remotely located client; retrieving a support item responsive to the query and relevant to the application context; receiving a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the error event; transmitting, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item; receiving, from the remotely located client, a second feedback item based on a user evaluation of the support item in resolving the error event; and updating the first feedback item based on the second feedback item. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. In a client/server environment, a method for providing focused context-sensitive user support, comprising:
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responsive to an error event, retrieving an application context, and transmitting a query and the application context from a client to a remotely located server; receiving, from the remotely located server, a representation of a support item responsive to the query and relevant to the application context, wherein the support item is associated with a first feedback item for evaluating the support item, and wherein the first feedback item exists prior to the error event; displaying the support item; transmitting a second feedback item based on a user evaluation of the support item in resolving the error event; and updating the first feedback item based on the second feedback item. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. In a client/server environment, a server system for providing focused context-sensitive user support, comprising:
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a query processing module for receiving a query from a remotely located client, the query indicating that an error event has occurred at the remotely located client; a support items database, for storing a plurality of support items; a support engine, coupled to the query processing module and to the support items database, for; extracting from the query an application context for the remotely located client; retrieving, from the support items database, a support item responsive to the query and relevant to the application context; receiving a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the error event; transmitting, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item; and a feedback engine, for receiving, from the remotely located client, a second feedback item based on a user evaluation of the support item in resolving the error event, and updating the first feedback item based on the second feedback item. - View Dependent Claims (18, 19, 20, 21, 22)
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23. In a client/server environment, a method for providing focused context-sensitive user support, comprising:
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receiving, at a server, a query from a remotely located client, the query indicating that a user help invocation has occurred at the remotely located client; extracting from the query an application context for the remotely located client; retrieving a support item responsive to the query and relevant to the application context; receiving a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the user help invocation; transmitting, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item; receiving, from the remotely located client, a second feedback item based on a user evaluation of the support item in providing user support; and updating the first feedback item based on the second feedback item. - View Dependent Claims (24, 25, 26)
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27. In a client/server environment, a method for providing focused context-sensitive user support, comprising:
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responsive to a user help invocation, retrieving an application context, and transmitting a query and the application context from a client to a remotely located server; receiving, from the remotely located server, a representation of a support item responsive to the query and relevant to the application context, wherein the support item is associated with a first feedback item for evaluating the support item, and wherein the first feedback item exists prior to the user help invocation; displaying the support item; transmitting a second feedback item based on a user evaluation of the support item in providing user support; and updating the first feedback item based on the second feedback item. - View Dependent Claims (28)
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29. A computer readable medium storing instructions to provide focused context-sensitive user support in a client/server environment the instructions comprising functionality to:
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receive, at a server, a query from a remotely located client the query indicating that an error event has occurred at the remotely located client; extract from the query an application context for the remotely located client; retrieve a support item responsive to the query and relevant to the application context; receive a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the error event; transmit, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item; receive, from the remotely located client, a second feedback item based on a user evaluation of the support item in resolving the error event; and update the first feedback item based on the second feedback item.
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30. A computer readable medium storing instructions to provide focused context-sensitive user support in a client/server environment, the instructions comprising functionality to:
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retrieve an application context in response to an error event, and transmit a query and the application context from a client to a remotely located server; receive, from the remotely located server, a representation of a support item responsive to the query and relevant to the application context, wherein the support item is associated with a first feedback item for evaluating the support item, and wherein the first feedback item exists prior to the error event; display the support item; transmit a second feedback item based on a user evaluation of the support item in resolving the error event; and update the first feedback item based on the second feedback item.
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Specification