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Method and System for Providing Technical Support by Parsing Keywords during Online Chat

IP.com Disclosure Number: IPCOM000215773D
Publication Date: 2012-Mar-11
Document File: 2 page(s) / 95K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for providing technical support by parsing keywords during online chat is disclosed. The method and system reduces time required for searching for a solution to a problem raised by a customer and therefore, increases availability of support personnel.

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Method and System for Providing Technical Support by Parsing Keywords during Online Chat

Generally during an online chat between a customer and support personnel for technical support, the support personnel reads the chat conversation and thereafter, searches for relevant information to be provided to the customer using an internal Knowledge Management System (KMS). The customers have to wait for a response as the support personnel searches and analyses results retrieved from the KMS. Therefore, there is a need for minimizing time spent on search and analysing results retrieved from the KMS.

Disclosed is a method and system for providing technical support by parsing keywords during an online chat between a customer and support personnel. The method and system disclosed herein searches for the relevant information from the KMS by parsing keywords during the chat to the support personnel as shown in Figure 1.

Figure 1

When the customer begins chatting with the support personnel, the method and system analyzes the chat conversation and parses a set of keywords corresponding to the chat conversation. The keyword parsing may be performed using a chat client or by using a chat server. The parsed set of keywords is provided to the support personnel. In an exemplary instance, the keywords may be provided using the chat client as illustrated in Figure 2. Here, the support personnel may select the keywords for search by clicking on the checkbox provided. The results of th...