Browse Prior Art Database

Attach additional information to E-mail QA in order to lead the customer to FAQ

IP.com Disclosure Number: IPCOM000015354D
Original Publication Date: 2001-Oct-19
Included in the Prior Art Database: 2003-Jun-20
Document File: 3 page(s) / 111K

Publishing Venue

IBM

Abstract

E-mail QA is one of the most favored way to answer customers' questions, however it tends to cause more questions if we give good answers and satisfy the customer. This will be a problem because support cost will increase. More than half of the questions asked are already answered in FAQ, but few customers look for the answer in FAQ before they send questions to us. This invention is to attach the following information to responses so that the customer will look for the answer in FAQ next time: If the answer was found in FAQ, attach the FAQ ID and typical way t find the answer so that the customer will know the effectiveness of FAQ Attach some relevant FAQ information so that these will answer some of next questions that the customer will may have. To implement this invention, the followings are required: 1. process of E-mail QA with the following characteristics: category of QA is recorded FAQ ID can be recorded

This text was extracted from a PDF file.
At least one non-text object (such as an image or picture) has been suppressed.
This is the abbreviated version, containing approximately 53% of the total text.

Page 1 of 3

Attach additional information to E-mail QA in order to lead the customer to FAQ

E-mail QA is one of the most favored way to answer customers' questions, however it tends to cause more questions if we give good answers and satisfy the customer. This will be a problem because support cost will increase. More than half of the questions asked are already answered in FAQ, but few customers look for the answer in FAQ before they send questions to us.

This invention is to attach the following information to responses so that the customer will look for the answer in FAQ next time: - If the answer was found in FAQ, attach the FAQ ID and typical way t find the answer so that the customer will know the effectiveness of FAQ - Attach some relevant FAQ information so that these will answer some of next questions that the customer will may have.

To implement this invention, the followings are required:
1. process of E-mail QA with the following characteristics: category of QA is recorded FAQ ID can be recorded
2. FAQ with the following characteristics: Each QA has a unique ID QAs are categorized Usage frequency of each QA is recorded Each QA has appropriate keywords Each QA has a summary, usually one line description

The implementation is as follows:

1

Page 2 of 3

QA FAQ

DIKeywordcategorycountUse summaryteAnswerxt

1.

Write the answer

3-1

Attach FAQ info To the asked QA

FAQ ID

{

1. The agent finds the answer and write it in the answer field of QA.
2. The agent writes category and FAQ ID if the QA already exists in FAQ.

(until here, nothing is new and currently being done.)
3. Server program does the following process before sending the QA. 3-1 If there is an FAQ ID in the QA, FAQ ID, summary, category, keywords are attached to...