Patent ID: 7170993

Claim:
An automated method for use in accordance with a user-interactive business-related processing system, the method comprising the automated steps of: monitoring one or more interactions a user has with one or more applications associated with the business-related processing system; processing data obtained in association with the monitoring operation to compute a decision value representative of whether or not the user may need intervention with respect to the one or more applications, wherein the decision value is computed in accordance with a decision policy based on a combination of formal and heuristic reasoning, and further wherein the computed decision value is based on one or more attributes comprising at least one of: (i) an attribute representative of a business value associated with the user or the one or more applications; (ii) an attribute representative of a frustration level attributable to the user with respect to the one or more interactions; (iii) an attribute representative of an estimated profit opportunity associated with the user; and (iv) an attribute representative of availability of resources capable of taking the action; proactively offering the intervention to the user when the computed decision value represents a result indicative that the user is likely to need the intervention; and an individual monitoring one or more computed decision values, and the individual adjusting the decision policy, when necessary or desired, so as to improve business-related performance, wherein the individual is able to adjust the decision policy without a need for programming expertise.