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A Method and System for Facilitating Users with an Interactive Multi-Option Navigator to Navigate through a Knowledge Database

IP.com Disclosure Number: IPCOM000242238D
Publication Date: 2015-Jun-26
Document File: 3 page(s) / 51K

Publishing Venue

The IP.com Prior Art Database

Abstract

XIMON provides a simple answer to a simple question: To what microcode version a system/customer should go? This tool enables customer care rep, executives or users of such system to identify the proper solution for a specific system/customer. In order to get the final answer there are set of questions that the tool navigate the user through..

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A Method and System for Facilitating Users with an Interactive Multi-Option Navigator to Navigate through a Knowledge Database

When a new code version is released or a roll-out strategy is to be performed, recommending whether to upgrade to a newer version or to stay on current version is a complex task. The recommendations are provided by customer care executives to customers by navigating through knowledge database available with them for resolving a particular issue or updating a code version. The recommendations provided by customer care executives may vary considerably as the customer care executives aim to provide best possible solution based on one or more issues raised by the customers. Thus, such varied recommendations may lead to inconsistent messages across the customers. Due to improper navigating tool, the customer care executives often fail to provide proper reasons for recommending a particular version to upgrade which impacts customer communication.

Disclosed is a method and system for facilitating customer care executives or users of such system to identify proper solution for a specific system/customer. An interactive multi-option navigator is utilized by the customer care executives or users to navigate through the knowledge database that includes set of questions to get the final answer for identifying proper solution.

An interactive multi-option navigator is a new wizard-like tool supporting customer care executives in decision making process regarding queries raised by customers related to particular service. Decision making process involves providing recommendations to customers. The recommendations for example could be to upgrade to a best code version or to stay on a current version.

In response to receiving a customer query/question, the interactive multi-option navigator provides the customer with yes/no questions on a web interface. The interactive multi-option navigator traverses through the knowledge database for identifying an appropriate recommendation, based on responses provided by the customer.

In accordance with the method and system, the interactive multi-option navigator is configured with a decision tree. The decision tree represents the knowledge database that includes multiple options/recommendations/responses for various queries that could be raised by the customers. The recommendations/responses are based on a customer's code level, requirements and method of foreseeing future issue and suggest the best go-to release.

The decision tree enables the i...