Incremental Search Results in Financial Self-Service Systems
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Solution Overview
Problem
Financial management systems face challenges in providing quick and easy-to-understand answers to users' questions, leading to user frustration, uncertainty, and potential abandonment due to the complexity of information and jargon used.
Innovation Solution
A customer self-service system that generates domain-specific incremental search results in real-time as users enter search query terms, providing relevant information and suggestions in a proximate results text box, including definitions, FAQs, transaction data, and query suggestions, to assist users in formulating their queries and finding answers efficiently.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional search methods are used in financial management systems, then users can find information, but the information is deeply embedded in large amounts of other information and difficult to locate quickly
Solution Approach 1:
The system performs preliminary actions by generating incremental search results as users type each character of their query. The search engine continuously processes partial queries and displays matching results in real-time, allowing users to find information before completing their full search term. This eliminates the need to submit a complete query and wait for results.
Solution Approach 2:
The patent introduces an intermediary incremental search results display that mediates between the user's partial query and the comprehensive search database. This intermediary layer processes and filters information, presenting only relevant matches in a condensed format while the user continues typing, thus bridging the gap between incomplete input and complete information retrieval.
2Loss of information
If comprehensive financial management information is provided to users, then users receive complete information, but the information becomes difficult to understand due to accountant jargon and complexity
Solution Approach 1:
The system segments comprehensive financial information into incremental, context-relevant portions based on the user's typing progress. Instead of presenting all available information at once, the search engine divides results into manageable snippets that match the specificity of the user's current query state, making complex financial data more digestible and understandable.
Solution Approach 2:
The patent applies local quality by tailoring the presentation of information to the specific context of each incremental query stage. Different parts of the information are presented with different levels of detail and complexity appropriate to what the user has typed so far, ensuring that the most relevant and understandable information appears first while maintaining completeness.
3Loss of information
If users are provided with detailed search results, then users can find comprehensive information, but users feel fear, uncertainty, and doubt when answers are difficult to find or understand
Solution Approach 1:
The system implements continuous feedback by displaying incremental search results in real-time as users type. This immediate feedback loop confirms to users that their query is being processed and relevant results are being found, reducing uncertainty and building confidence. Users can see results evolving with their input, providing reassurance that the system understands their intent.
Solution Approach 2:
By performing preliminary search actions continuously during typing, the system proactively demonstrates its ability to find answers before the user completes their query. This preliminary action builds user confidence by showing relevant results early, reducing fear and uncertainty about whether the system can provide the needed information.
4Adaptability or versatility
If financial management systems provide feature-rich business management solutions, then users benefit from comprehensive functionality, but users spend more time managing the system rather than running their business
Solution Approach 1:
The incremental search system enables self-service by allowing users to quickly find answers and resolve questions independently without needing to contact support or navigate through complex help documentation. Users can efficiently self-serve their information needs, reducing time spent away from core business activities while maintaining access to comprehensive system functionality.
Data Source
AI summary
Disclosed methods and systems provide domain-specific incremental search results for search query terms with a customer self-service system for a financial management system, according to one embodiment. Incremental search results are search results that are generated for search query terms, as a user enters the search query terms as part of a search query to a customer self-service system, according to one embodiment. The customer self-service system receives search query terms (e.g., a partial search query) in a search text box, searches customer self-service system content for content that is relevant to the search query terms, and provides incremental search results in a results text box (e.g., drop down menu) that is proximate to (e.g., below) the search text box, according to one embodiment.