HELP CENTER THAT MODIFIES INTERACTION WITH A USER BASED ON ASSESSED EXPERTISE OF THE USER
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United States of America Patent
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Issued Date -
Mar 30, 2017
app pub date -
Sep 24, 2015
filing date -
Sep 24, 2015
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Abstract
A help center uses a script to provide support to users, and includes a mechanism for assessing expertise of each user and dynamically modifying the flow through the script to provide better support to more expert users. The expertise of the user may be determined based on any or all of the following: past interactions with the help center; reputation of the user on social media; endorsement from other users; the user's organizational hierarchy and job roles; other information available from public sources; and linguistic cues given by the user. By assessing the expertise of the user and modifying the flow through the script according to the user's expertise, more experienced users will have a more streamlined experience and will more quickly get the support they need from the help center.
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