Smart User Feedback Module for Proactive Support
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Solution Overview
Problem
Existing customer support systems for computer applications often fail to provide proactive assistance due to limited contemporaneous knowledge of user interactions and past experiences, leading to inadequate usability support despite flawless software deployment.
Innovation Solution
A method and system for smart user feedback that monitors end user interactions, compares them to a set of nominal interactions, and initiates a customer support prompt when a threshold variance is detected, enabling proactive support by displaying a prompt recommending a customer support session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If third party support service provider intercepts customer support requests, then customer support can be provided, but the support provider lacks knowledge of user interactions prior to the support request
Solution Approach 1:
The patent merges the third party support service provider with the software publisher's interaction data by establishing a data sharing arrangement. The publisher provides interaction data to the support provider, combining previously separate information sources into a unified support system that has both independence and complete knowledge.
Solution Approach 2:
The support provider gains preliminary knowledge of user interactions by receiving interaction data before support requests are made. This allows the support system to be prepared in advance with context about user behavior, enabling more effective support without waiting for the actual support request.
2Ease of operation
If comprehensive monitoring of user interactions is implemented, then proactive support can be provided, but system complexity increases
Solution Approach 1:
The system implements self-service monitoring where the software application automatically tracks and reports its own interaction data without requiring external monitoring infrastructure. The application generates and transmits interaction data to the support provider autonomously, reducing the complexity of the monitoring system while maintaining comprehensive tracking capabilities.
Data Source
AI summary
Embodiments of the present invention provide a method, system and computer program product for smart user feedback. In an embodiment of the invention, a method for smart user feedback is provided. The method includes loading into memory of a computer hosting execution of an application, a set of nominal end user interactions with the application. The method also includes monitoring interactions with the application by an end user and comparing the monitored interactions with the set of nominal end user interactions in order to compute a threshold variance. Finally, the method includes responding to the threshold variance computed for the monitored interactions, by displaying a prompt in a display of the application in the computer recommending an initiation of a customer support session.