Computer-aided customer support system with bubble-up
US5301314A · kind A · utility
35Cited by
2References
4Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 5, 1991 |
| Grant date | Apr 5, 1994 |
| Priority date | — |
| Expiry date | Aug 5, 2011 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99942
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-aided customer support system is described for rapidly retrieving stored documents useful in answering customer inquiries. A hierarchical index tree is used in which an indexing document is referenced at each level as the search proceeds down through the various tiers. Once the targeted document is retrieved and reviewed, the user is interrogated by the system as to the usefulness of the document in solving the customer's inquiry. Based on the response to this interrogation, the usefulness priority and location of this document within the tree structure are reevaluated.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.