Method and system for increasing use of mobile devices to provide answer content in a question and answer based customer support system
US11429988B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 23, 2020 |
| Grant date | Aug 30, 2022 |
| Priority date | — |
| Expiry date | Oct 14, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0203
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.