US 11,783,204 B2
Processing and re-using assisted support data to increase a self-support knowledge base
Igor A. Podgorny, Mountain View, CA (US); Benjamin Indyk, San Diego, CA (US); Matthew Cannon, San Diego, CA (US); and Chris Gielow, San Diego, CA (US)
Assigned to INTUIT, INC., Mountain View, CA (US)
Filed by INTUIT INC., Mountain View, CA (US)
Filed on Oct. 6, 2021, as Appl. No. 17/495,707.
Application 17/495,707 is a continuation of application No. 15/489,010, filed on Apr. 17, 2017, granted, now 11,144,836.
Prior Publication US 2022/0027745 A1, Jan. 27, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06N 5/022 (2023.01); G06F 40/30 (2020.01)
CPC G06N 5/022 (2013.01) [G06F 40/30 (2020.01)] 19 Claims
OG exemplary drawing
 
1. A method for processing assisted support data to increase a self-support knowledge base, comprising:
receiving assisted support data comprising a record of an interaction between a first user and a support professional, the assisted support data further comprising metadata descriptive of one or more actions performed by the support professional during the interaction;
converting the metadata of the assisted support data to human-readable text descriptive of the one or more actions performed by the support professional during the interaction;
extracting a support data set from the assisted support data, wherein the support data set comprises the human-readable text descriptive of the one or more actions performed by the support professional during the interaction;
providing the support data set to a device of the support professional;
receiving feedback related to the support data set from the device of the support professional, the feedback comprising a content readiness variable indicating a degree to which the support data set is ready to be included in the self-support knowledge base;
determining, based on the content readiness variable, whether the support data set is ready to be used for self-support; and
based on the determining, adding the support data set to the self-support knowledge base, wherein the self-support knowledge base is accessible by a plurality of users.