Embedded Bot Service for Real-Time Expert Q&A in Documents
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Solution Overview
Problem
Current technologies for enhancing compound documents with questions and answers are limited, as they rely on buddies or forums for answers, which are not always instantaneous or from experts, and do not seamlessly integrate collaborative communication within the document.
Innovation Solution
A method and system that embeds a bot service in documents to provide a list of question-and-answer pairs and allows viewers to submit questions directly, connecting them with expert authors through an Ask-the-Author bot service, integrating instant messaging for real-time answers and updating the document content dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If buddies or forums are used for Q&A, then social interaction is enabled, but response time is delayed and expertise is not guaranteed
Solution Approach 1:
An embedded bot object acts as an intermediary between the document viewer and the author. The bot automatically transmits questions from the document to the author and delivers answers back, eliminating the need for manual forum posting or buddy messaging while ensuring questions reach the right expert quickly.
Solution Approach 2:
The system enables self-service by allowing the document itself to facilitate Q&A. The embedded bot object automatically handles question transmission and answer delivery without requiring the viewer to manually search for experts or post to forums, and without requiring the author to actively monitor external channels.
2Ease of operation
If IM session is opened to ask questions, then instant communication is achieved, but integration with document is lost and wrong persons may be contacted
Solution Approach 1:
The bot object merges instant messaging capabilities directly into the document viewing experience. The Q&A functionality is combined with the document display, allowing users to ask questions about specific document content without leaving the document context or manually selecting contacts.
Solution Approach 2:
The embedded bot serves as an intermediary that automatically routes questions to the appropriate author based on document ownership or association. This eliminates the need for users to manually search for or select the correct expert, ensuring questions reach the right person automatically.
3Loss of information
If FAQ is searched on website, then existing questions may be found, but real-time interaction and expert availability are limited
Solution Approach 1:
The system transitions from static FAQ repositories to dynamic real-time Q&A. The embedded bot enables live interaction where questions are answered in real-time by the actual author or expert, rather than relying on pre-written FAQs that may be outdated or incomplete.
Solution Approach 2:
The system implements immediate feedback loops where questions submitted through the embedded bot receive real-time responses from the author. This creates an interactive dialogue rather than one-way information retrieval, allowing users to get immediate answers to their specific questions.
4Productivity
If manual Q&A channels are used, then community input is gathered, but automation and seamless integration are missing
Solution Approach 1:
The embedded bot object provides self-service automation for the entire Q&A workflow. It automatically captures questions from the document, transmits them to the author, delivers answers back to the viewer, and updates the document content without requiring manual intervention from either the viewer or the system administrator.
Solution Approach 2:
The embedded bot object serves multiple functions within a single component: it acts as a communication interface, a question router, an answer delivery mechanism, and a document updater. This multi-functionality reduces overall system complexity by consolidating what would otherwise require multiple separate tools and manual processes.
Data Source
AI summary
A server system runs a bot service that registers an FAQ (frequently asked questions) for a document having an embedded object. The FAQ includes one or more question-and-answer (Q&A) pairs. The bot service receives, from each electronics device that renders a copy of the document, a request from the embedded object for the FAQ registered for the document, and transmits the FAQ to each electronic device from which a request is received. Each electronics device displays the FAQ, including the one or more Q&A pairs, within its rendered copy of the document. Any viewer of a copy of the document with the embedded object can submit a question to the bot service through the embedded object. The bot service uses a messaging service to obtain an answer to the question from an author. The FAQs displayed at the electronics devices are updated to include the new Q&A pair.