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Method of dynamic search advises for online support centers

IP.com Disclosure Number: IPCOM000244839D
Publication Date: 2016-Jan-21
Document File: 3 page(s) / 52K

Publishing Venue

The IP.com Prior Art Database

Abstract

Dynamic online searches in the online support centers, to achieve best efficiency of the query. In most cases user which is looking for the support, is not a subject matter expert in the respective domain. Smart dynamic search engine would generate decision tree base on user input and provide additional suggestion or ask question to optimize search results. When any domain specifics information is required or suggested, optional help how to obtain desired information from local system or application is provided.

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Method of dynamic search advises for online support centers

This article is related to the domain of online searches in the online support centers. In most cases user which is looking for the support, is not a subject matter expert in the respective domain. It is hard to find and type in most appropriate keywords to describe met problem.

The solution proposed in this disclosure address this issue by dynamic creation of decision trees based on words already provided by the user and database of all articles available in the support center. Optional feature of the idea is to provide user also with information how such information can be obtained from the system he is using. This the main idea which is described in this article:

Idea of dynamic search advises based on the words typed-in by customer and decision tree built on the top of database of articles in the online support center

Claims:


Method of dynamic search advises which consists from following steps:
user is typing in at least one word in search engine provided on online support center
based on the typed-in words, engine is building decision tree which allows to define the key parameters which allows to filter out the results most efficiently
user is presented with top parameter choice and
[optional] with information how this parameter can be obtained from the user's system
user is typing in advised parameter or another keyword System returns to step #2.

Idea of dynamic search advises based on the words typed-in by customer and decision tree built on the top of database of articles in the online support center

Method of dynamic search advises which consists from following steps:
user is typing in at least one word in search engine provided on online support center
based on the typed-in words, engine is building decision tree which allows to define the key parameters which allows to filter out the results most efficiently
user is presented with top parameter choice and
[optional] with information how this parameter can be obtained from the user's system
user is typing in advised parameter or another keyword System returns to step #2.

Let's describe details of each step

1. User is typing in at least on word in search engine provided on online support center

This step is quite obvious: when user meets the problem or looking for some answer...