Processing and re-using assisted support data to increase a self-support knowledge base
US11144836B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 17, 2017 |
| Grant date | Oct 12, 2021 |
| Priority date | — |
| Expiry date | Jun 11, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/166
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present disclosure relates to processing support data to increase a self-support knowledge base. In some embodiments, assisted support data is received comprising a record of an interaction between a user and a support professional. In certain embodiments, a support data set is extracted from the assisted support data. In some embodiments, feedback related to the support data set is received. The feedback may include an indication that the support data set is ready to be included in the self-support knowledge base. In some embodiments, upon determining, based on the feedback, that the support data set is ready to be used for self-support, the support data set is added to the self-support knowledge base. The self-support knowledge base may be accessible by a plurality of users.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.