Dismiss
InnovationQ and the IP.com Prior Art Database will be updated on Sunday, December 15, from 11am-2pm ET. You may experience brief service interruptions during that time.
Browse Prior Art Database

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.