公开(公告)号：US20210365955A1

公开(公告)日：2021-11-25

申请号：US14876412

申请日：2015-10-06

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Christopher R. Galante ,  Jeffrey C. Mousty ,  Steven J. Reeves ,  Cynthia Burch ,  Sally L. Rieker Salegna ,  Timothy J. Kreuz ,  Brian Sturch ,  Andrew M. Baumann ,  Daniel Becicka

IPC: G06Q30/00 ,  G06F3/0481 ,  G06F3/0484

Abstract: A contextual help module may allow an enterprise to provide multiple help capabilities across multiple lines-of-business (LOBs) of the enterprise with consistency. The contextual help module may be integrated onto any display view of any LOB of the enterprise, and may render contextual help information and/or dynamically route a customer's help request to a receiving help capability based upon the context of the customer help request. Further, the contextual help module may provide a layer of indirection or abstraction between customer-facing processes and the architectures providing the various help capabilities so that implementation and updating times and costs for help capabilities may be minimized. The multiple LOBs may relate to insurance, such as auto, home, life, health, renters, personal articles, or other insurance. The dynamic routing of the user to appropriate online help may be based upon functional area of the help, LOB, sub-LOB, preferred customer language, and/or customer location.