Knowledge base search utility

Abstract

A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.

1 . (canceled) 
     
     
         2 . A method, comprising:
 detecting selection by a customer service agent of a portion of a set of information displayed in an agent graphical user interface, wherein
 the set of information is related to a communication session between the customer service agent and a customer; 
   detecting actuation by the customer service agent of a selection search request button within the agent graphical user interface;   in response to detecting actuation, implementing a search of a knowledge base for the portion of the set of information; and   providing a result of the search for display in the agent graphical user interface.   
     
     
         3 . The method of  claim 2 , wherein:
 the portion of the set of information comprises information displayed within a chat session window of the agent graphical user interface.   
     
     
         4 . The method of  claim 2 , wherein:
 the set of information comprises text characters.   
     
     
         5 . The method of  claim 2 , further comprising:
 detecting selection by the customer service agent of an additional portion of the set of information displayed in the agent graphical user interface;   detecting an additional actuation by the customer service agent of the selection search request button within the agent graphical user interface;   in response to detecting an additional actuation, implementing an additional search of the knowledge base for the additional portion of the set of information; and   providing a result of the additional search for display by the agent graphical user interface.   
     
     
         6 . The method of  claim 2 , wherein:
 the selection by the customer service agent of the portion of the set of information is indicated in the agent graphical user interface as a highlighting of the selected portion of the set of information.   
     
     
         7 . The method of  claim 3 , wherein:
 the selection search request button is displayed within the chat session window of the agent graphical user interface.   
     
     
         8 . The method of  claim 2 , wherein implementing a search comprises:
 requesting the search; and   receiving the result of the search.   
     
     
         9 . The method of  claim 8 , wherein:
 requesting the search comprises requesting the search from an application server.   
     
     
         10 . The method of  claim 8 , wherein:
 requesting the search comprises logging a request for the search.   
     
     
         11 . A non-transitory computer-readable storage medium containing program instructions configured to, when executed by a processor, perform a method comprising:
 detecting selection by a customer service agent of a portion of a set of information displayed in an agent graphical user interface, wherein
 the set of information is related to a communication session between the customer service agent and a customer; 
   detecting actuation by the customer service agent of a selection search request button within the agent graphical user interface;   in response to detecting actuation, implementing a search of a knowledge base for the portion of the set of information; and   providing a result of the search for display in the agent graphical user interface.   
     
     
         12 . The storage medium of  claim 11 , wherein:
 the portion of the set of information comprises information displayed within a chat session window of the agent graphical user interface.   
     
     
         13 . The storage medium of  claim 11 , wherein the program instructions are further configured to, when executed by a processor, perform a method comprising:
 detecting selection by the customer service agent of an additional portion of the set of information displayed by the agent graphical user interface;   detecting an additional actuation by the customer service agent of the selection search request button within the agent graphical user interface;   in response to detecting an additional actuation, implementing an additional search of the knowledge base for the additional portion of the set of information; and   providing a result of the additional search for display by the agent graphical user interface.   
     
     
         14 . The storage medium of  claim 11 , wherein:
 the selection by the customer service agent of the portion of the set of information is indicated in the agent graphical user interface as a highlighting of the selected portion of the set of information.   
     
     
         15 . The storage medium of  claim 12 , wherein:
 the selection search request button is displayed within the chat session window of the agent graphical user interface.   
     
     
         16 . The storage medium of  claim 11 , wherein implementing a search comprises:
 requesting the search; and   receiving the result of the search.   
     
     
         17 . An apparatus comprising:
 an application server comprising a functional control module, wherein
 the functional control module is operably coupled to an agent graphical user interface configured for presentation on a client computer, and 
 the functional control module is configured to
 detect selection by a customer service agent of a portion of a set of information displayed in the agent graphical user interface, 
 detect actuation by the customer service agent of a selection search request button within the agent graphical user interface, 
 in response to detecting actuation of the selection search request button, send to the application server a request for a search of a knowledge base for the portion of the set of information, and 
 provide a result of the search for display in the agent graphical user interface. 
 
   
     
     
         18 . The apparatus of  claim 17 , wherein:
 the portion of the set of information comprises information displayed within a chat session window of the agent graphical user interface.   
     
     
         19 . The apparatus of  claim 18 , wherein:
 the selection search request button is displayed within the chat session window of the agent graphical user interface.   
     
     
         20 . The apparatus of  claim 17 , wherein the functional control module is further configured to:
 detect selection by the customer service agent of an additional portion of the set of information displayed in the agent graphical user interface;   detect an additional actuation by the customer service agent of the selection search request button within the agent graphical user interface;   in response to detecting an additional actuation, request an additional search of the knowledge base for the additional portion of the set of information; and   provide a result of the additional search for display by the agent graphical user interface.   
     
     
         21 . The apparatus of  claim 17 , wherein:
 the set of information is related to a communication session between the customer service agent and a customer.