Intuit Inc.
System and method for identifying questions of users of a data management system

Abstract:

A data management system enables users to contact support agents with questions about the data management system. For each support case, the support agents access one or more assistance documents to assist the users. The data management system tracks, for each support case, the assistance documents that were accessed in the support case. The data management system generates a matrix representing the support cases and the assistance documents accessed in the support cases. The data management system generates groups of similar support cases by performing clustering processes on the matrix.