Patent Document ID: 9009085
Application ID: 13971959

Base Claim:
1. A method of integrated automatic support and assistance, comprising: identifying a user, wherein identifying the user includes retrieving models representing a device, apparatus, service, or system operated by the user; receiving a query or statement from the user, the query or statement being related to a question about or a problem with at least one component on the system; determining a set of response time expectations based upon the received query or statement; relaying the set of response time expectations to the user; receiving feedback from the user based on the relaying; determining a user satisfaction value from the feedback; and storing the user satisfaction value in a user profile for subsequent queries.

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Claim 2:
2. The method of claim 1 , further comprising: determining if the received query or statement is a machine translatable query or statement; and restructuring machine translatable terms of the received query or statement into semantic components based upon the retrieved models.