Contextual communication and service interface
摘要
說明書
Herein, an “incident description” may refer to a high-level summary of the incident but may include a variety of smaller portions of information, each of which may be identified as a component. For example, in a scenario in which the incident involves a user being unable to use a particular software program installed on the user's computing device, the incident description may include information such as a name of the software program, a version number of the software program, a date/time at which the software program was last updated, and a date/time at which the user first unsuccessfully attempted to open the software program. In this example, the user assistance system may apply classifiers to identify each of these as separate components. Other examples are possible as well.
The predetermined message templates 602 may include sentence fragments and define fields in which to incorporate identified components from incident record 600. As an example, a predetermined message template may take the following form: “Hello, [USER ID], my name is [AGENT ID], and I see that [INCIDENT DESCRIPTION].” In this example, [USER ID], [AGENT ID], and [INCIDENT DESCRIPTION] are the fields that are separated by sentence fragments. The predetermined message templates 602 could take other forms as well. Further, the predetermined message templates 602 may be stored in a database accessible by the user assistance system.
