Customize a service inquiry to a support entity using an expertise level rules engine
a technology of expertise level and service inquiry, applied in the field of customizing a service inquiry, can solve the problems of complicated web site functions and data manipulation, users still having problems accessing information from a web page, and further compounding problems, so as to increase the efficiency of the support entity
Inactive Publication Date: 2008-01-10
GO DADDY OPERATING
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AI Technical Summary
Benefits of technology
This approach ensures that users receive information and support tailored to their expertise levels, enhancing understanding and improving the efficiency of customer service by matching users with appropriately skilled support personnel.
Problems solved by technology
Web sites may perform complicated functions and data manipulations for a large number of Users all substantially simultaneously.
Applicants have noticed that problems still exist for Users accessing information from a Web page.
The result is that Users often receive information that is either too advanced for them to fully understand or too simple and does not add to their understanding of the topic being presented.
The problem is further compounded when multiple topics are presented on the same Web page.
Conventional Web pages typically present the information for all their topics at the same expertise level thereby virtually insuring a mismatch for Users having different levels of expertise for different topics on the same Web page.
These are both almost always faulty assumptions.
The problem is further compounded for emails that have more than one topic in which Users may have different expertise levels for each of the topics.
The failure of the call center to consider the expertise level of the User when routing the User's call to a technical support person often results in the technical support person either talking above the expertise level of the User or the technical support person being unable to answer or address more advanced issue that a higher expertise level User may have.
Method used
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[0042] The present invention will now be discussed in detail with regard to the attached drawing figures which were briefly described above. In the following description, numerous specific details are set forth illustrating Applicants' best mode for practicing the invention and for enabling one of ordinary skill in the art to make and use the invention. It will be obvious, however, to one skilled in the art that the present invention may be practiced without many of these specific details. In other instances, well-known machines and process steps have not been described in particular detail in order to avoid unnecessarily obscuring the present invention. Unless otherwise indicated, like parts and processes are referred to with like reference numerals.
[0043] With reference to FIG. 1, the flow of information through processes for designing, customizing and transmitting a Web page, and its associated User interface, is illustrated. One or more User related data may be used as inputs i...
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A Web site, through the use of a Rules Engine, determines an expertise level of a User for one or more topics on a Web page. The Rules Engine may analyze User related data, such as the search term used by the User to find the Web site, the past products purchased by the User, the path through the Web site taken by the User, the usage history by the User on the Web site, the demographics of the User and / or the self declared expertise level of the User, to determine an expertise level of the User for the topics on the Web page. A Display Engine may customize a Web page based on the expertise levels of a User so that topics on the Web page are presented in a manner most appropriate for the User. An Email Engine may be used to customize emails to the User so that topics in the email are presented in manner most appropriate for the User. A Support Entity Engine may also be used to route an incoming support inquiries from a User to an appropriate technical support person for the User.
Description
CROSS REFERENCE TO RELATED PATENT APPLICATIONS [0001] This divisional application claims the benefit of U.S. patent application Ser. No. 10 / 944,377; U.S. patent application Ser. No. 10 / 944,636; and U.S. patent application Ser. No. 10 / 944,645; all filed on Sep. 17, 2004. This divisional application is being concurrently filed with U.S. patent application Ser. No. ______.FIELD OF THE INVENTION [0002] The present invention relates to methods for determining one or more expertise levels of a User for one or more topics on a Web page, and customizing the Web page, an email or a routing system for a customer service center call according to the expertise level of the User for the relevant topic. BACKGROUND OF THE INVENTION [0003] The Internet is a worldwide network of computers and computer networks arranged to allow for the easy and robust exchange of information or topics between the users of the computers. Hundreds of millions of people around the world have access to computers connect...
Claims
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IPC IPC(8): G06F15/173
CPCG06Q10/107H04L51/063H04L12/583G06Q30/02
InventorRECHTERMAN, BARBARA J.PROCTOR, NEILFITZPATRICK, SHAWNBENNETT, BILL
OwnerGO DADDY OPERATING