Topic Pages Synthesizing Technical Support Data
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Solution Overview
Problem
Users face difficulties in finding accurate and relevant information for software-related issues due to the need to sift through numerous search results from various sources, which can include conflicting solutions and irrelevant content, leading to frustration and potential costly technical support inquiries.
Innovation Solution
A system that utilizes a database of technical support calls to identify popular topics and generates topic pages by combining internal and external information sources, structured in a schema recognizable by search engines, to provide users with direct and relevant information within search results.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users search for technical information through traditional search engines, then they receive multiple search results from various sources, but they must visit each webpage and read through lengthy publications to find the answer
Solution Approach 1:
The patent creates simplified topic pages that copy and synthesize essential information from multiple source documents into a single consolidated format. These topic pages contain extracted answers, key information, and links to original sources, allowing users to obtain complete information without visiting multiple webpages.
Solution Approach 2:
The patent introduces topic pages as an intermediary between traditional search results and users. These intermediate pages aggregate information from multiple sources and present it in a synthesized format, mediating the information retrieval process and eliminating the need to visit multiple source webpages.
2Adaptability or versatility
If users search for technical information online, then they receive results from multiple sources including forums and publications, but they may find conflicting solutions and lack sufficient information to resolve conflicts
Solution Approach 1:
The patent merges information from multiple diverse sources including technical publications, forum discussions, and support documents into unified topic pages. By combining these sources and synthesizing their content, the system provides comprehensive coverage while resolving conflicts through integrated presentation of multiple perspectives and solutions.
Solution Approach 2:
The patent incorporates forum discussions and user feedback into topic pages, allowing conflicting solutions to be presented alongside community feedback and validation. This enables users to see which solutions have been tested and confirmed by other users, improving the ability to resolve conflicts between different approaches.
3Loss of information
If users search for technical information, then they receive general search results, but the answers may not be well tailored to the user's specific question due to disconnect between user characterization and technical characterization
Solution Approach 1:
The patent transforms technical documentation and forum posts into topic pages with modified parameters including user-friendly language, structured formatting, and tailored content organization. This parameter transformation adapts technical information to match user expectations and question framing, improving both relevance and ease of use.
4Reliability
If users cannot find answers through search, then they contact technical support, but this is costly to the entity
Solution Approach 1:
The patent enables users to find and resolve their own technical problems through self-service topic pages that provide comprehensive answers extracted from technical support knowledge bases and community forums. This self-service approach resolves issues without requiring technical support intervention, eliminating support costs while maintaining reliable problem resolution.
Data Source
AI summary
A database of technical support calls, or queries received for technical support, is used to identify popular topics for an entity such as a company. The topics may be issues related to products provided by the company such as software. Relevant information is collected for each topic from internal sources (such as knowledge bases or other technical publications) and external sources (such as webpages or online forums). The information is used to create topic pages for each topic that are meant to provide information related to the topic, as well as guide users to resources where additional information for the topic can be obtained. The generated topic pages are encoded using a schema that is recognizable by search engines so that the contents of the topics pages can be presented by the search engines directly in a search results page.