Intuit Inc.
Method and system for providing a dynamically updated expertise and context based peer-to-peer customer support system within a software application

Abstract:

Users of a software system are provided the opportunity to participate as members of a peer-to-peer support community for the software system. Profile data is obtained indicating areas of expertise associated with members and each member can designate their status as active or non-active. Context criteria data indicating a context status for each active status member is generated. The profile data and the context criteria data for each active status member of the peer-to-peer support community is used to identify one or more sub-sets of active status members of the peer-to-peer support community who share a common context to dynamically match one or more active status members within the peer-to-peer support community and allow the matched members to provide support to each other through the software system.