Computer-aided customer support system with bubble-up

Details Computer-aided customer support system with bubble-up Computer-aided customer support system with bubble-up

1991-08-05

1994-04-05

Shaw, Gareth D.

Boots, shoes, and leggings

364DIG1, 3649553, 3649605, 3649623, 3649612, G06F 1200, G06F 1208

Patent

active

053013140

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.

REFERENCES:
patent: 4078260 (1978-03-01), Chen et al.
patent: 5072383 (1991-12-01), Brimm et al.

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