Providing virtual support to an end-user based on experience

A computer system for automatically providing a chatbot interface comprising virtual support instructions tailored to a user expertise, comprising:

• one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage devices, and program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising:
• generating a data mining and machine learning model;
• automatically tracking, logging, categorizing, and storing, using the generated data mining and machine learning model, end-user interaction and members of support personnel interactions with a computer application, wherein the end-user interaction and the members of support personnel interactions comprise at least in part an amount of time spent using the computer application and specific actions performed on and in association with the computer application;
• based on the automatically tracked, logged, categorized, and stored end-user interaction with the computer application and the members of support personnel interactions with the computer application, determining a level of experience associated with the end-user and the members of a support personnel with the computer application;
• in response to detecting one or more first actions on the computer application, automatically generating and providing the chatbot interface and retrieving the virtual support instructions corresponding to the one or more first actions based on virtual support documentation;
• automatically altering and tailoring the virtual support instructions according to the determined level of experience associated with the end-user;
• presenting the altered and tailored virtual support instructions on the chatbot interface;
• and
• in response to detecting one or more second actions on at least one of the computer application and the chatbot interface, using the generated data mining and machine learning model to automatically determine a match between a member of the support personnel and the end-user based on the determined level of experience associated with the end-user and the member of support personnel.

A computer program product for automatically providing a chatbot interface comprising virtual support instructions tailored to a user expertise, comprising:

• one or more tangible computer-readable storage devices and program instructions stored on at least one of the one or more tangible computer-readable storage devices, the program instructions executable by a processor, the program instructions comprising:
• program instructions to generate a data mining and machine learning model;
• program instructions to automatically track, log, categorize, and store, using the generated data mining and machine learning model, end-user interaction and members of support personnel interactions with a computer application, wherein the end-user interaction and the members of support personnel interactions comprise at least in part an amount of time spent using the computer application and specific actions performed on and in association with the computer application;
• based on the automatically tracked, logged, categorized, and stored end-user interaction with the computer application and the members of support personnel interactions with the computer application, program instructions to determine a level of experience associated with the end-user and the members of a support personnel with the computer application;
• program instructions to, in response to detecting one or more first actions on the computer application, automatically generate and provide the chatbot interface and retrieve the virtual support instructions corresponding to the one or more first actions based on virtual support documentation;
• program instructions to automatically alter and tailor the virtual support instructions according to the determined level of experience associated with the end-user;
• program instructions to present the altered and tailored virtual support instructions on the chatbot interface;
• and
• program instructions to, in response to detecting one or more second actions on at least one of the computer application and the chatbot interface, using the generated data mining and machine learning model to automatically determine a match between a member of the support personnel and the end-user based on the level of experience associated with the end-user and the member of support personnel.