US 11,677,691 B2
Computer-based techniques for obtaining personalized assistance with software applications
Fraser Anderson, Camrose (CA); George Fitzmaurice, Toronto (CA); Tovi Grossman, Toronto (CA); Nikhita Joshi, Saint John (CA); and Justin Frank Matejka, Newmarket (CA)
Assigned to AUTODESK, INC., San Francisco, CA (US)
Filed by AUTODESK, INC., San Francisco, CA (US)
Filed on Mar. 5, 2021, as Appl. No. 17/193,734.
Claims priority of provisional application 63/000,684, filed on Mar. 27, 2020.
Prior Publication US 2021/0306286 A1, Sep. 30, 2021
Int. Cl. H04L 51/02 (2022.01); H04N 7/14 (2006.01); H04N 7/15 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 3/56 (2006.01); G06F 3/14 (2006.01); H04L 51/216 (2022.01)
CPC H04L 51/02 (2013.01) [G06F 3/1454 (2013.01); H04L 51/216 (2022.05); H04M 3/42221 (2013.01); H04M 3/5191 (2013.01); H04M 3/5233 (2013.01); H04M 3/563 (2013.01); H04N 7/147 (2013.01); H04N 7/155 (2013.01); H04M 2201/40 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for automatically obtaining assistance with software applications, the method comprising:
generating a first computer-generated help request associated with a first function being performed by a first software application in response to one or more commands received from a first user;
computing a first plurality of match scores based on the first computer-generated help request and a plurality of user contexts associated with a plurality of other users, wherein each of the match scores included in the first plurality of match scores predicts how suitable a respective other user included in the plurality of other users is for servicing the first computer-generated help request based on a respective level of experience or a respective level of skill the respective other user has with the first function being performed by the first software application;
based on the first plurality of match scores, transmitting at least one help request notification to at least one other user included in the plurality of other users to determine a second user to service the first computer-generated help request; and
establishing a computer connection between the first user and the second user through which an interactive help session between the first user and the second user is held.