System to provide integrated on-line support
View Patent ↗An on-line support system providing a persistent chat system and a database of knowledge articles organized in a tree-based hierarchy. The on-line support system merges the utility of a communication system with a knowledge navigation system. Knowledge can be accumulated through text, voice and image communications by a user in a common environment, and these communications are preserved and organized for future reference.
1. A system comprising:
a subsystem of a computer to communicate over a distributed network, the subsystem to:
organize a chat session in a hierarchy of subject matter wherein a session comprises a sequential series of communications from at least one participant;
automatically receive and display to a participant new communications within the session;
allow a participant to compose a new communication while receiving or viewing other communications; and
at least one database to maintain a persistent record of the sessions and the hierarchical organization; and
a user interface to allow the participant to view the hierarchy and specify a relationship of the session to the hierarchy.
2. The system of claim 1 further comprising:
a data structure to maintain a relationship between subject matter articles and chat sessions within the hierarchy.
3. The system of claim 1 further comprising:
a monitor module to monitor connected devices and transmit information about the devices for association with the session.
4. The system of claim 1 further comprising:
a robot chat participant to engage in a chat sequence with another chat participant.
5. The system of claim 1 further comprising:
a notification agent to provide a notification of a session event external to the session.
6. The system of claim 1 wherein the system comprises:
a technical support system.
7. A method comprising:
organizing a chat session in a hierarchy of subject matter wherein a session comprises sequential series of communications from at least one participant;
automatically receiving and displaying to a participant new communications within the session;
permitting a participant to compose a new communication while receiving or viewing other communications;
accepting a user input to specify a relationship of the session within the hierarchy; and
maintaining a persistent record of the sessions within the hierarchy.
8. The method of claim 7 further comprising:
prompting the user to specify the relationship.
9. The method of claim 7 wherein a communication comprises:
at least one of text, voice content or an image.
10. The method of claim 7 wherein organizing comprises:
defining the session as relating to one of a question, a bug, an idea or a meeting.
11. The method of claim 7 further comprising:
exiting the session by all participants;
reentering the session by at least one participant; and
continuing the session.
12. A system comprising:
a subsystem of a computer to communicate over a distributed network, the subsystem to:
associate a chat session with a knowledge article in a knowledge repository wherein a session includes a sequential series of communications from at least one participant;
automatically receive and display to a participant new communications within the session;
allow the participant to compose a new communication while receiving or viewing other communications;
at least one database to maintain a persistent record of the sessions and the associations; and
a user interface to allow the participant to view articles and specify an association of the session to a knowledge article.
13. The system of claim 12 further comprising:
an editing tool to permit a user to edit a knowledge article.
14. A method comprising:
associating a chat session with a knowledge article in a knowledge repository wherein a session includes a sequential series of communications from at least one participant;
automatically receiving and displaying to a participant new communication within the session;
permitting the participant to compose a new communication while necessary or viewing other communications in the session;
accepting a user specification of an association between the session and a knowledge article; and
persisting a record of the session and the associations in a database.
15. The method of claim 14 further comprising:
permitting edits to a knowledge article by a first participant.
16. The method of claim 15 further comprising:
displaying an edited version of the knowledge article to the first participant prior to an approval process;
storing the edited version in the database; and
making the edited version available to other participants if approval criteria are satisfied.
17. The method of claim 14 further comprising:
exiting the session by all participants;
reentering the session by at least one participant; and
continuing the session.