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Method and system for on-demand user-specific presentation of support information for problem resolution

IP.com Disclosure Number: IPCOM000201543D
Publication Date: 2010-Nov-15
Document File: 4 page(s) / 109K

Publishing Venue

The IP.com Prior Art Database

Abstract

This document is about ‘Automatic support material generation’ and describes a method and system for the on-demand user-specific presentation of support information for problem resolution.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 36% of the total text.

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Method and system for on-demand user-specific presentation of support information for problem resolution

One of the biggest challenges that enterprises face today is the high cost of customer support. Statistics show that customers frequently call up for help on known issues - issues that are well documented on the various web sites of the enterprise. Customer questions revolve around simple issues on how to use specific products, the dependency information for products and such information which is well-documented on the web sites. For instance, statistics within IBM show that 70% of the problems reported were questions on readily available information such as configuration information, usage, compatability and such.

However, customers state that though the documents are available online, they are typically hard to find. Further, some customers feel that since they are entitled to support, they should not have to spend any time searching for documentation. The required information is nested many levels deep in the web pages and is not easily reachable.

Further, quite often the background information of the client is available with the enterprise, but is not readily available at the time of seeking support. Hence some time is lost in identifying the client background and filtering and presenting only the information applicable. For instance, clients have to search through information related to the dozens of platforms and versions available, though they are interested in a specific platform and a specific version only.

In this environment, a tool or service that would be very good to have is one that can actually make access to the required documentation easier and less complex. This tool would exploit the

prior information available about the client, if any, and also use any information from earlier

query sessions or search sessions of the client, if available. Our current disclosure describes such a tool that makes the available product documentation more consumable, by presenting it in a more ready and relevant manner. The immediate business value of such a tool is that it reduces the load from support, freeing them to attend to more pressing issues, while at the same time enhancing the client user experience.

We describe the tool in terms of its functionality - the inputs required and the output generated. We then describe the components of the system and a typical system workflow. We also describe some additional features of the system.

Main functionality: Generating relevant views into the required material

We present a system that iteratively generates and presents dynamically assembled document views needed for users to resolve problems on their own, based on the context of the specific

problem and based on the user profile, and iteratively selects future subsets based on the current

viewing history.

Inputs: The inputs to the system include the following.
a) The user profile (if available) of the person querying the docume...