Abstract: World Wide Web is the most useful source of information. A search engine can support only the initial stages of the search process, i.e., it can locate Web sites where relevant information is available. But, most of the search engines are keyword-based and are not much useful within a Web site to help the user to identify his preferred service. For this purpose, many companies use intelligent assistance systems (e.g., case-based systems) to improve customer service quality. We develop iAssist, an intelligent online assistance system, to automatically find problem solution at terns from the past customer– representative interactions.When a new customer request arrives, iAssist searches and ranks the past cases based on their semantic relevance to the request, groups the relevant cases into different clusters using symmetric matrix factorization, and summarizes each case cluster to generate recommended solutions.