| 摘要 |
An adaptive customer assistance system that can serve as an integrated online and offline help platform for a suite of software products is provided. The assistance system includes a customer-interaction interface and a data management component and a download management component for distributed customer interaction. The data management component includes an authoring component, a download component, a runtime component and an analysis component. The runtime component, which includes a customer assistance model, is configured to receive a user-formulated question from the customer-interaction interface. The runtime component provides an answer to the user-formulated question based on information included in the customer assistance model. The analysis component automatically analyzes, in substantially real-time, the user-formulated question and the corresponding answer, and provides an analysis output for use in improving a quality of customer assistance.
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