Browse Prior Art Database

INTELLIGENT REFINING OF CUSTOMER PROBLEM INFORMATION TEMPLATES

IP.com Disclosure Number: IPCOM000009403D
Original Publication Date: 1999-Jun-01
Included in the Prior Art Database: 2002-Aug-21
Document File: 3 page(s) / 145K

Publishing Venue

Motorola

Related People

Tim Charity: AUTHOR [+2]

Abstract

We describe here a method of retaining the flow of knowledge between a customer's own attempt at resolving his problem and the opening of a problem ticket at the helpdesk. This gives rise to the benefit of an intelligent method of combining the efforts of the customer in trying to find a solution to their own problem and the necessary templates for getting back the complete set of essential information for a particular type of problem.

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MO-LA @ Technical Developments

INTELLIGENT REFINING OF CUSTOMER PROBLEM INFORMATION TEMPLATES

by Tim Charity and Rashmi Pandya

ticketing system and replace the existing PREPS system in Swindon, UK. A key part of the system must be its ability to store problem resolutions and to provide intelligent and structured methods of reusing the knowledge and expertise in these resolu- tions via a knowledge base.

  This will allow the customer to work through a dialogue knowledge base, answering questions relat- ed to the problem. The questions will be presented to the customer in an order based on the string description of the problem that the customer has provided. This structured process of interrogation eliminates the need for fixed question templates since the list of questions asked alters according to the more detailed problem description that is contin- ually being built.

  If there is no existing or suitable solution within the knowledge base then the user has the opportuni- ty to escalate the problem to the ServiceDesk appli- cation. This should be automatic to the extent that a description of the problem is transferred to the prob- lem ticket from the knowledge base dialogue. Thus the interaction between the user and the knowledge base will not have been lost and can be utilized to further analyze the problem. The flow of knowl- edge is maintained from the first query in the knowledge base to the opening of a problem report. Without this feature, a knowledge base would appear as a disparate function on the ServiceDesk application GUI with little added benefit from use since they may have to re-enter a description if a complete solution was not found. This would also provide an intelligent questioning dialogue, thus fur- ther reducing the standard template set of questions (see Figure 1).

  On escalation of the problem the customer may then be required to provide the information speci- tied by me refined set of template questions before submitting the problem information to MCSC.

0 Mommla,hc. 19999 295 June I999

BACKGROUND

  We describe here a method of retaining the flow of knowledge between a customer's own attempt at resolving his problem and the opening of a problem ticket at the helpdesk. This gives rise to the benefit of an intelligent method of combining the efforts of the customer in trying to find a solution to their own problem and the necessary templates for getting back the complete set of essential information for a particular type of problem.

  MCSC (Motorola Customer Support Centre) currently use templates of questions to capture the information about a customer problem. This infor- mation is deemed to represent the minimum infor- mation required to open a problem notification such that MCSC may later be able to escalate the prob- lem to development if tbe need arises.

  These templates are often quite generic and therefore tend to be long and unwieldy, taking a lot of customer effort and time to provide the informa- tion requir...