公开(公告)号：US20060085750A1

公开(公告)日：2006-04-20

申请号：US10967950

申请日：2004-10-19

申请人： Robert Easton, ,  Neal Keller ,  Juhnyoung Lee ,  Lisa Ungar

发明人： Robert Easton, ,  Neal Keller ,  Juhnyoung Lee ,  Lisa Ungar

IPC分类号： G06F17/00

CPC分类号： H04L67/02 ,  G06F9/453

摘要： A system, method and computer program product that combines techniques in the fields of search, data mining, collaborative filtering, user ratings and referral mappings into a system for intelligent web-based help for task or transaction oriented web based systems. The system makes use of a service oriented architecture based on metadata and web services to locate, categorize and provide relevant context sensitive help, including found help not available when the web based system or application was first developed. As part of the inventive system, there is additionally provided a system for providing an integrated information taxonomy which combines automatically, semi-automatically, and manually generated taxonomies and applies them to help systems. This aspect of the invention is applicable to the fields of online self-help systems for web sites and software applications as well as to customer, supplier and employee help desks.