Contextual communication and service interface
摘要
說明書
The incident record can be generated in various ways. For instance, the user assistance system can be configured to autonomously generate the incident record upon receipt of certain information from the user related to the task. Additionally or alternatively, an agent or other authorized administrator may generate the incident record either manually or with the help of the user assistance system. Further, upon generation of the incident record, the incident may be assigned to an agent. Through the user assistance system, the agent may then access the incident record and begin providing assistance to the user in an attempt to bring the incident to a close.
The incident record can take the form of a set of data that represents a variety of information, or “components,” associated with the incident. Such components can include, for example: (i) an identifier of the user (e.g., the user's name, or a unique string of characters associated with the user), (ii) a status of the incident (e.g., open, unassigned, in progress, closed), (iii) a description of the incident (e.g., a manually, semi-autonomously, or fully-autonomously generated textual summary of the problem the user has encountered), (iv) a date/time when the incident record is created, (v) dates/times when the status of the incident or any other information of the incident record is changed, (vi) a current owner of the incident record (e.g., the agent or group of agents to which the task is assigned), (vii) a priority level for the incident (e.g., low, medium, or high), (viii) information indicating any efforts that has been made towards resolving the incident (e.g., dates/times such efforts were started and/or completed, and a description of such efforts), (ix) an incident number, and/or other possible information. This information may be textual, or may include images, sounds, videos, etc.
