Contextualized Support Interfaces Using Normalized Metadata
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Solution Overview
Problem
Existing user interfaces in complex network computer systems, such as integrated service and asset computing platforms, face challenges in efficiently presenting support seeker context metadata due to non-normalized data structures, leading to low speed, accuracy, and usability, especially in ITSM environments.
Innovation Solution
The generation of contextualized support ticket user interfaces that integrate support seeker context metadata, along with allocated support seeker organization and contact overview interfaces, using internally stored support seeker data objects to enhance speed and accuracy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If support seeker context metadata is accessed from externally stored data structures, then data accessibility is maintained, but system response speed and accuracy deteriorate due to non-normalized structures and manual lookup requirements
Solution Approach 1:
The patent combines support seeker context metadata from multiple external systems (ticket management system, asset management system, configuration management database) into a single normalized data structure stored within the user interface system. This merging eliminates the need for manual lookups across disparate systems and directly improves system response speed while maintaining data accessibility.
Solution Approach 2:
The patent performs preliminary normalization and storage of support seeker context metadata in internally stored data structures before the user interface needs to access it. By pre-processing and pre-storing the data in a normalized format, the system eliminates real-time computation delays and manual lookup requirements, thereby improving response speed.
2Reliability
If contextualized user interfaces are generated with integrated support seeker context metadata, then first contact resolution rate improves, but data processing time and system resource usage increase
Solution Approach 1:
The patent normalizes and stores support seeker context metadata in internally stored data structures before user interface generation occurs. This preliminary action ensures that when contextualized user interfaces are generated, the data is already prepared and easily accessible, improving first contact resolution rate without adding significant processing time during critical user interactions.
Solution Approach 2:
The patent merges support seeker context metadata from multiple sources into a unified normalized structure, enabling the generation of comprehensive contextualized user interfaces that provide complete information to support providers in a single view. This reduces the need for multiple data retrieval operations and improves resolution efficiency.
3Manufacturing precision
If non-normalized data structures are used for storing support seeker context metadata, then data integration flexibility is maintained, but user interface generation accuracy and usability deteriorate
Solution Approach 1:
The patent transforms support seeker context metadata from non-normalized formats in external systems to a standardized normalized format in internally stored data structures. This parameter change in data organization enables accurate and consistent user interface generation while maintaining the ability to adapt to different data sources through the normalization process.
Data Source
AI summary
Various examples herein described are directed to methods, apparatuses, and computer program products for generating contextualized user interfaces (including, but not limited to, contextualized support ticket user interfaces, allocated support seeker organization overview user interfaces, allocated support seeker organization context user interfaces, allocated support seeker contact overview user interfaces, and allocated support seeker contact context user interfaces) in complex network computer systems such as, but not limited to, integrated service and asset computing platforms.