Intuit Inc.
Processing and re-using assisted support data to increase a self-support knowledge base

Abstract:

The present disclosure relates to processing support data to increase a self-support knowledge base. In some embodiments, assisted support data is received comprising a record of an interaction between a user and a support professional. In certain embodiments, a support data set is extracted from the assisted support data. In some embodiments, feedback related to the support data set is received. The feedback may include an indication that the support data set is ready to be included in the self-support knowledge base. In some embodiments, upon determining, based on the feedback, that the support data set is ready to be used for self-support, the support data set is added to the self-support knowledge base. The self-support knowledge base may be accessible by a plurality of users.