Method and system for sharing knowledge
US7565338B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 12, 2001 |
| Grant date | Jul 21, 2009 |
| Priority date | — |
| Expiry date | Dec 24, 2021 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N5/022
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for providing technical support via a network is disclosed. The method involves providing a database which contains searchable technical support information, the searchable technical support information remotely accessible and divided into a plurality of support sessions. When the database is accessed for technical support, the method performs an electronic serial dialogue between the database and a user. If no solution to the failure is obtained at the end of the electronic serial dialogue, the method immediately transfers a display of the electronic serial dialogue so far conducted to a selected expert. The method continues the electronic serial dialogue between the user and the selected expert while using the same textual format. When a solution to the failure is obtained based on the continued electronic serial dialogue, the method adds the continued electronic serial dialogue to the database, thereby expanding the scope of support of the database.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.