Abstract: A distributed computer system and method for integrating call management to the retrieval of documents in response to user inquiries includes distributed computers, a processor connected to an incident table register, a user table register and an acyclic graph data base. The incident table register records and stores information related to the user inquiry, the user table stores information related to the user's identity and the acyclic graph data base stores a plurality of documents useful in addressing user inquiries. Within a top level of the acyclic graph data base are indices for importing and exporting documents to remote inquiry systems for the purpose of escalating inquiry problems to other systems having more specialized knowledge.

Abstract: A computer-aided customer support system is described for rapidly retrieving stored documents useful in answering customer inquiries. A hierarchical index tree is used in which an indexing document is referenced at each level as the search proceeds down through the various tiers. Once the targeted document is retrieved and reviewed, the user is interrogated by the system as to the usefulness of the document in solving the customer's inquiry. Based on the response to this interrogation, the usefulness priority and location of this document within the tree structure are reevaluated.