Online customer support system

Abstract

An online customer support system (20) automates access for a user to a variety of types of information (24-31) maintained within a database (22). In a disclosed example, a dynamic user profile management module (50) automatically establishes a user profile including entitlements to sets of information within the database (22) each time a user accesses the system. A disclosed entitlement inference module (54) recognizes explicit entitlements based on accessibility indicators or infers entitlements based on various disclosed factors or relationships. A disclosed linking module (52) automatically determines a probability that a user can be granted another entitlement that was not granted by the entitlement inference module (54). An example process of registering a user includes requiring only a single piece of information from the user to automatically establish access for that user to an associated portion of the database (22) and any other portions of the database (22) that user should be able to access.

Dependencies are inferred from the claim text.