Data processing: database and file management or data structures – Database design – Data structure types
Reexamination Certificate
2005-08-18
2008-11-11
Cottingham, John (Department: 2167)
Data processing: database and file management or data structures
Database design
Data structure types
C707S793000, C707S793000
Reexamination Certificate
active
07451142
ABSTRACT:
A method and system for autonomic relevancy building using information obtained from clients to improve customer support. Upon receiving a client request for product support information, product support information objects representing the requested product support information in an information library are identified. Relevant product support information corresponding to the identified relevant product support information objects are provided to the client. Data regarding whether or not the information provided to the client is relevant may be obtained from the client through implicit feedback (such as, system usage), explicit feedback (such as, user feedback), metadata information, or any combination thereof. Relevancy associations may be created between the product support information objects based on the relevancy data. Relevancy weights may also be assigned to each relevancy association based on the relevancy data, wherein the relevancy weights designate a certainty of each relevancy association.
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patent: 6957186 (2005-10-01), Guheen et al.
patent: 2003/0115191 (2003-06-01), Copperman et al.
patent: 2006/0253550 (2006-11-01), Eisenberger et al.
Pierce, Optimizing your documentation with the help of technical support, IBM Rational Software, Oct. 12-15, 2003, 5 pages.
Goeller Zen and the art of learning support combining documenttation, training, and online help functions for a unique organization approach to information development, Bellcore, 1994, 15 pages.
Arellanes Paul Thomas
Burton Mary Catherine
Halliday-Reynolds Elizabeth A.
Liu William S.
Read Jason Thomas
Arjomandi Noosha
Bailey Wayne P.
Cottingham John
International Business Machines - Corporation
Salys Cas K.
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