Smart Support System Routing via User Profiling
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Solution Overview
Problem
Conventional customer support systems lack efficiency in routing assistance requests, as they do not adequately consider the expertise and personal characteristics of the requester, leading to unnecessary operations and reduced resolution speed.
Innovation Solution
A smart support system that includes a processing component and a support engine to receive assistance requests, determine issue-related and requester information, and intelligently select a starting point in the support path based on the requester's age and proficiency, optimizing the support process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional support systems route all incoming requests to a common starting point, then the support process is simple to implement, but the resolution speed and efficiency deteriorate due to unnecessary operations for all users
Solution Approach 1:
The patent segments the support path into multiple starting points based on user characteristics (age, proficiency level) and issue types. Instead of a single common starting point, the system divides the support routing into different segments that match user needs, reducing unnecessary operations for each user group while maintaining manageable system complexity through structured segmentation.
Solution Approach 2:
The support routing system dynamically adapts the starting point based on real-time user information (age, proficiency) and issue characteristics. The system transitions from a static common starting point to a dynamic selection process that adjusts the support path based on user profile matching, improving resolution speed without requiring complete system redesign.
2Measurement precision
If the support system collects and analyzes user information (age, proficiency), then the support path selection becomes more accurate, but the processing time and resource consumption increase
Solution Approach 1:
The system performs preliminary actions by pre-defining user profiles with specific age ranges and proficiency levels before actual support requests arrive. User information is collected and categorized in advance according to predetermined criteria, allowing rapid matching during support interactions without requiring complex real-time analysis, thus reducing processing time while maintaining high matching accuracy.
Solution Approach 2:
The patent changes the parameters of user information collection to only essential characteristics (age range, proficiency level) rather than comprehensive user data. By selecting and analyzing only the most relevant parameters for support path determination, the system achieves accurate user profiling while minimizing data processing time and resource consumption.
3Ease of operation
If a single common starting point is used for all support requests, then the support system is easy to manage, but the ease of operation deteriorates as users undergo unnecessary operations
Solution Approach 1:
The patent applies local quality by tailoring the support path starting point to each user's specific characteristics (age, proficiency) rather than applying a uniform approach. Different user groups receive customized starting points that match their needs, improving ease of operation for each local user segment. The system manages this complexity through structured user profile categories that simplify the customization process.
Data Source
AI summary
Techniques and technologies for smart support systems are described. In at least some embodiments, a method comprises: receiving an indication of a user invoking a support facility due to a problem experienced with a software application; obtaining user-related information including at least one of an age of the user or at least one indication of proficiency of the user with operation of the software application; obtaining problem-related information related to the problem experienced with the software application; and selecting a starting point of a support path based at least partially on the problem-related information and the user-related including at least one of an age of the user or at least one indication of proficiency of the user with operation of the software application, the support path defining one or more operations intended to address the problem experienced with the software application.