Patent ID: 7120589
Filing Date: 2006-10-10
Classification: G06Q

Abstract:
1. A method for managing and tracking incoming issues through management of an experience database, the method comprising: storing a plurality of experience issues related to computer systems and corresponding appropriate responses for each of the experience issues in the experience database, the experience issues categorized into a plurality of experience issues comprising delivery issues, relationship building issues, and order experience issues; assigning a weighting factor to each experience issue to prioritize each experience issue based upon the importance of each experience issue to a particular customer; monitoring, via a proactive engine, website activity of a user at a source, the at least one source communicatively coupled to the experience database; prompting the user of the monitored source to submit at least one experience issue based upon the monitored activity when, based upon the monitored website activity of the user, the proactive engine has inferred that the user might need assistance; receiving the at least one incoming experience issue from the at least one source; categorizing each incoming issue using a categorizing engine to parse each incoming issue to identify key words for automatically categorizing the received experience issue, the categorizing engine executing on a computing platform; identifying a comparable experience issue with a routing engine executing on a computing platform, the experience issue having an appropriate response from the experience database; returning the appropriate response to the source of the incoming issue; and reporting the activities of the experience database for the user according to the categorized experience issues and weighting factors using a graphing engine executing on a computing platform and communicatively coupled to the experience database.