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INTELLIGENT REFINING OF CUSTOMER PROBLEM INFORMATION TEMPLATES

IP.com Disclosure Number: IPCOM000009403D
Original Publication Date: 1999-Jun-01
Included in the Prior Art Database: 2002-Aug-21

Publishing Venue

Motorola

Related People

Authors:
Tim Charity Rashmi Pandya

Abstract

We describe here a method of retaining the flow of knowledge between a customer's own attempt at resolving his problem and the opening of a problem ticket at the helpdesk. This gives rise to the benefit of an intelligent method of combining the efforts of the customer in trying to find a solution to their own problem and the necessary templates for getting back the complete set of essential information for a particular type of problem.