Patent Document ID: 10134050
Application ID: 14699072

Base Claim:
1. A method for facilitating use of mobile devices to respond to questions submitted to a question and answer customer support system, to improve a rate of response to the questions by customer support personnel, the method comprising: training, using a computing system, predictive models using historical question and answer data, the training resulting in at least one predictive model configured to estimate, based on a received question, an expected answer length, determine whether an answer to the question is likely to include a web link, and determine whether a question answerer is more likely than not to have to perform research in order to answer the question; receiving, with a computing system having a processor and a memory, a first question from a user having a first type; determining that the received question is a first type of question and forming and sending a response to the user with recommendations for the user to reform the question into a different type; receiving a reformed first question from the user, the reformed question being the first question transformed into a second type of question; analyzing, using the one or more predictive models, the reformed first question with a question and answer customer support system of the computing system by determining one or more attributes of the reformed first question and determining that the reformed first question is a mobile device answerable question, because one or more of the determined one or more attributes of the reformed first question satisfy one or more mobile device question criteria; prioritizing, using the computing system, the answering of the reformed first question over the answering of questions that are not mobile device answerable questions; configuring multiple user interface elements, at least partially based on the one or more attributes of the reformed first question by at least prepopulating the user interface elements to include at least one proposed answer to the reformed first question; and providing the user interface elements with the question and answer customer support system for display in a user interface on the mobile device of a first question answerer.

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Claim 10:
10. The method of claim 1 , wherein the question and answer customer support system is a component of a software system selected from a group of software systems consisting of: a computing system implemented tax preparation software system; a network accessed tax preparation software system; a web-based tax preparation software system; a cloud-based tax preparation software system; a computing system implemented business management software system; a network accessed business management software system; a web-based business management software system; a cloud-based business management software system; a computing system implemented accounting software system; a network accessed accounting software system; a web-based accounting software system; a cloud-based accounting software system; a computing system implemented financial management system; a network accessed financial management system; a web-based financial management system; and a cloud-based financial management system.