Processing Assisted Support Data for Self-Support Knowledge Base

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing self-support knowledge bases struggle to effectively address complex and unique user issues, leading to increased demand for assisted support, which is costly and difficult to provide due to the technical nature of problems encountered by large user bases.

Innovation Solution

A computer-implemented method processes assisted support data by extracting relevant information from user-support professional interactions, converting it into a self-support knowledge base, and curating it for broader user access, using natural language processing and feedback mechanisms to determine content readiness.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Device complexity

If a self-support knowledge base is created with content specifically for self-support purposes, then the knowledge base structure is simple and manageable, but it cannot effectively address complex and unique user issues

Engineering Contradiction:

Improveknowledge base structureVSAvoidability to address complex issues

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent merges assisted support data (from professional support interactions) with existing self-support knowledge base content. This combines the simplicity of structured self-support content with the richness and complexity of real-world support scenarios, enabling the knowledge base to address both simple and complex user issues while maintaining manageability.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The patent performs preliminary processing of assisted support data by support professionals before integrating it into the self-support knowledge base. This includes reviewing, validating, and formatting the data in advance, which allows complex real-world support interactions to be converted into structured, self-support-ready content without adding complexity to the knowledge base structure during runtime.

Inventive Principle:

Principle #10Preliminary action

2Reliability

If more trained support professionals are hired to handle increased demand for assisted support, then user support quality is maintained, but the cost and difficulty of providing support increases significantly

Engineering Contradiction:

Improveuser support qualityVSAvoidsupport cost and scalability

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent enables users to serve themselves by providing them with access to a enhanced self-support knowledge base that includes processed assisted support data. This allows users to resolve issues independently without requiring direct intervention from support professionals, thereby maintaining support quality while reducing the need for additional trained personnel and lowering support costs.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent implements a feedback mechanism where assisted support interactions are captured, processed, and fed back into the self-support knowledge base. This continuous improvement loop ensures that the knowledge base evolves to address emerging issues, maintaining support quality without requiring proportional increases in support staff.

Inventive Principle:

Principle #23Feedback

3Adaptability or versatility

If assisted support data is extracted and processed for inclusion in the self-support knowledge base, then the scope and relevance of self-support content is improved, but additional processing steps and feedback mechanisms are required

Engineering Contradiction:

Improvescope and relevance of self-support contentVSAvoiddata processing process

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent creates a universal processing framework that handles multiple types of support data (chat transcripts, call recordings, email exchanges) through a single standardized pipeline. Support professionals use the same interface and processes to review and validate different data types, and the system automatically routes all processed data into the self-support knowledge base, managing complexity through standardization despite the diverse input sources.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS11783204B2Processing and re-using assisted support data to increase a self-support knowledge base

Publication Date: 2023.10.10 INTUIT INC

AI summary

The present disclosure relates to processing support data to increase a self-support knowledge base. In some embodiments, assisted support data is received comprising a record of an interaction between a user and a support professional. In certain embodiments, a support data set is extracted from the assisted support data. In some embodiments, feedback related to the support data set is received. The feedback may include an indication that the support data set is ready to be included in the self-support knowledge base. In some embodiments, upon determining, based on the feedback, that the support data set is ready to be used for self-support, the support data set is added to the self-support knowledge base. The self-support knowledge base may be accessible by a plurality of users.