System and method for a customer care document management system

摘要

A customer care knowledge management system. The system comprises a server computer comprising more than one search engine, configured to search an answer to the problem in the document, in a social community, and in at least one external website, wherein a social community is a computer managed online social community. The server computer further comprises a user interface server application, configured to combine search results from the more than one search engine, attach relevant discussions in a social community to the document, wherein a discussion is an aggregation of comments, replies, or posts on a topic, issue, or subject matter, filter at least some search results based on a profile of a customer care agent and the type of the problem, and notify at least one subject matter expert of the problem if no answer is found.

主权项

1. A customer care knowledge management system, comprising:
a workstation of a customer care agent, comprising: a user interface application that, locates a document based on input of at least one keyword from a problem raised by a customer, displays filtered search results to the problem in an order that is determined based on weights and priorities of the search results, and displays a notification in case of a new answer to the problem; and a server computer in communication with the workstation of the customer care agent via a network, comprising: more than one search engine, configured to: search an answer to the problem in the document, in a social community, and in at least one external website, wherein a social community is a computer managed online social community, and a user interface server application, configured to: combine search results from the more than one search engine, attach relevant discussions in the social community to the document for viewing of the relevant discussions by the customer care agent via the workstation during a voice session with the customer, wherein a discussion is an aggregation of at least one of comments, replies, or posts about at least one of a topic, an issue, or a subject matter, filter at least some search results based on a profile of the customer care agent and the type of the problem, and notify at least one subject matter expert of the problem if no answer is found.