Collaborative self-service contact architecture with automatic blog content mapping capability
US8838532B2 · kind B2 · utility
3Cited by
1References
17Claims
0Family size
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Key dates
| Filing date | Dec 24, 2008 |
| Grant date | Sep 16, 2014 |
| Priority date | — |
| Expiry date | May 6, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/00
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.