Contextual communication and service interface
摘要
說明書
In an example implementation, the user assistance system may be configured to make a comparison of the current incident record with one or more past incident records and may determine from the comparison that certain information in the current incident record is similar or identical to corresponding information in past incident records. In line with the discussion above, such information may include user identifiers, incident descriptions, etc. In response to making this determination, the user assistance system may refer to a stored record of one or more past conversations between the agent (or other agent) and the user relating to the past incident(s) and provide, as a candidate message, one of the messages of the past conversation(s). The candidate message may be a candidate message (or variation thereof) that was previously selected for inclusion in the final set of suggested messages, and perhaps additionally might be a candidate message that the agent selected to be added to the conversation. Other examples are possible as well.
Regardless, the user assistance system may score the plurality of candidate messages 604. The scoring determined for a candidate message may indicate a level of confidence in the validity of the candidate message and in how well the candidate message is tailored to best respond to the user. Further, the scoring for the candidate message can be represented in a variety of ways, such as on a scale of zero (0) to one hundred (100) or on a scale of a different range. Other representations are possible as well.
The user assistance system may score a candidate message based on a variety of factors, examples of which are described below. Based on any single factor or combination of factors, the user assistance system may determine and assign a score to the candidate message.
