A method is provided for prioritizing rule creation for computer-assisted customer care. When a question from a user of a device is received by a customer care analytics engine for which no rule is automatically fired, the question and a related device profile of the device are added to an unfired questions list. The analytics engine parses the question to match terms in other questions in the list. The question is also added to an appropriate category in the list based on the device profile. A prioritization algorithm is used to rank the question among other questions within the list or the category, ranking the question more highly according to the frequency of those terms in the category or the list. According to its rank-wise order, the question is directed for creation of a rule to permit automatic handling of questions having the same or similar terms in the future.
Please help me write a proper abstract based on the patent claims. CLAIM: 1. A method of prioritizing rule creation for computer-assisted customer care to a user of a device, comprising: on receipt by a customer care analytics engine of a question from the user, together with a device profile of the device, the question being one for which no rule was automatically fired by a rules engine, adding the question to an unfired questions list; the customer care analytics engine parsing the question to match terms in other questions in the list; adding the question to an appropriate category in the list based on the device profile; applying a prioritization algorithm to rank the question among other questions within the list or the category, the algorithm ranking the question more highly according to the frequency of those terms in the category or the list; and according to its rank-wise order, directing the question to a rules engine for creation of a rule to permit automatic handling of questions having the same or similar terms in the future. 2. The method of claim 1, wherein creation of a rule includes rule creation or modification. 3. The method of claim 1, wherein the prioritization algorithm is applied to a snapshot of questions. 4. The method of claim 3, wherein the snapshot is periodic. 5. The method of claim 3, wherein the snapshot is based on an event. 6. The method of claim 3, wherein the snapshot is based on a threshold. 7. The method of claim 1, wherein the parsing uses a method to standardize and normalize terms. 8. The method of claim 7, wherein the parsing method includes natural language processing. 9. The method of claim 7, wherein the parsing method includes latent semantic analysis. 10. The method of claim 7, wherein the parsing method identifies terms related to negative events. 11. The method of claim 7, wherein the parsing method identifies terms related to device functions. 12. The method of claim 1, wherein the frequency of terms is evaluated using a document term matrix. 13. The method of claim 1, wherein questions whose terms are below a frequency threshold are ignored. 14. The method of claim 1, further comprising referring the question to a customer support representative (CSR) for resolution. 15. The method of claim 14, wherein the time to resolution for the question is calculated. 16. The method of claim 15, wherein the prioritization algorithm includes comparing the time to resolution of the question to a mean time to resolution (MTTR) of other questions in the list. 17. The method of claim 16, wherein the ranking in the prioritization algorithm includes weighting the questions by MTTR. 18. The method of claim 1, wherein the question is submitted by text or voice. 19. The method of claim 14, wherein any changes to the device profile in the course of the CSR resolution are tracked. 20. The method of claim 14, wherein any discussion or text exchanges between the CSR and the user during the course of the resolution are tracked. 21. The method of claim 20, wherein the discussion or text exchanges are parsed using a method to standardize and normalize terms. 22. The method of claim 21, wherein the terms from the discussion or text exchanges are used in the creation of the rule.