Autonomic relevancy building
A method and system for autonomic relevancy building using information obtained from clients to improve customer support. Upon receiving a client request for product support information, product support information objects representing the requested product support information in an information libr...
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| creator | Arellanes, Paul Thomas Burton, Mary Catherine Halliday-Reynolds, Elizabeth A Liu, William S Read, Jason Thomas Yakesch, Douglas Dwaine |
| description | A method and system for autonomic relevancy building using information obtained from clients to improve customer support. Upon receiving a client request for product support information, product support information objects representing the requested product support information in an information library are identified. Relevant product support information corresponding to the identified relevant product support information objects are provided to the client. Data regarding whether or not the information provided to the client is relevant may be obtained from the client through implicit feedback (such as, system usage), explicit feedback (such as, user feedback), metadata information, or any combination thereof. Relevancy associations may be created between the product support information objects based on the relevancy data. Relevancy weights may also be assigned to each relevancy association based on the relevancy data, wherein the relevancy weights designate a certainty of each relevancy association. |
| format | Patent |
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Upon receiving a client request for product support information, product support information objects representing the requested product support information in an information library are identified. Relevant product support information corresponding to the identified relevant product support information objects are provided to the client. Data regarding whether or not the information provided to the client is relevant may be obtained from the client through implicit feedback (such as, system usage), explicit feedback (such as, user feedback), metadata information, or any combination thereof. Relevancy associations may be created between the product support information objects based on the relevancy data. 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| title | Autonomic relevancy building |
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