SYSTEM AND METHOD FOR ASSISTING USER SEARCHES IN SUPPORT SYSTEM

The invention concerns a method for assisting user searches in a support system and a system for performing the method which comprises the steps of providing a support data structure with nodes comprising support information of a support database, and providing at least one behavioral data structure comprising information about the time the user(s) spend at said nodes, and information about the transition probabilities between each upper node and its lower nodes, and calculating for each lower node that is located below a current node, navigated to by a user of the support data structure, the expectation value of the time gained by navigating directly to that lower node, and selecting at least one of the lower nodes based on said expectation value.