Interaction trajectory retrieval

• US 10,250,705 B2
• Filed: 08/26/2015
• Issued: 04/02/2019
• Est. Priority Date: 08/26/2015
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Asvaraksh, Visarut, Co, Henry, Ren, Changrui, Um, Kyungsoon, Zhang, Li
• Primary Examiner(s): Srivastava, Vivek
• Assistant Examiner(s): Barker, Todd L
• Application Number:
  US14/835,933
• Publication Number:
  US 20170064019A1
• Time in Patent Office: 1,315 Days
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 67/51 Discovery or management thereof, e.g. service location protocol [SLP] or web services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

Embodiments of the present invention may track a user'"'"'s interaction trajectory associated with a problem occurred on a website. According to one embodiment of the present invention, an interaction history of interactions between a user and a website may be obtained. An action description associated with actions performed by a user on a website is received. Then, at least one interaction matching the action description is retrieved from an interaction history of interactions between the user and the website. Further, an interaction trajectory may be generated based on the retrieved at least one interaction.

Claims

1. A method, comprising:

receiving, by one or more computer processors, a natural language action description associated with actions performed by a user on a website;

building, by the one or more computer processors, an interaction graph of the website based on a logical structure of the website, wherein a node in the interaction graph indicates a web component in the website, and an edge in the interaction graph indicates a potential interaction between the user and the website;

marking, by the one or more computer processors, the interaction graph based on the interactions between the user and the website to generate an interaction history;

retrieving, by one or more computer processors, at least one user interaction matching the action description from the interaction history of user interactions between the user and the website by interpreting and converting using semantic analysis by the one or more computer processors each text or verbal clause in the action description into a corresponding action in an action sequence comprising at least one chronologically ordered action;

finding by one or more computer processors in the interaction history, with regard to an action in the action sequence, a user interaction corresponding to the action by determining whether an action type of the interaction corresponds to an action type of the action;

generating, by one or more computer processors, an interaction trajectory associated with a problem that occurred on the website and a technical solution for the problem that occurred on the website, based, at least in part, on the retrieved at least one user interaction; and

implementing the technical solution associated with the action trajectory.

2. The method of claim 1, wherein determining that the user interaction corresponds to the action further comprises:

in response to a timestamp of the user interaction in the interaction history being later than a timestamp of a previous user interaction corresponding to a previous action of the action, determining, by one or more computer processors, the user interaction to be corresponding to the action.

3. The method of claim 2, wherein generating the interaction trajectory based on the retrieved at least one user interaction comprises:

in response to determining a chronological order of timestamps of the at least one user interaction being matched with a chronological order of actions in the action sequence, generating, by one or more computer processors, the interaction trajectory from the at least one user interaction according to the chronological order of timestamps of the at least one user interaction.

4. The method of claim 1, wherein retrieving the at least one interaction matching the action description from the interaction history comprises:

creating, by one or more computer processors, an index for the interaction history via a full text search algorithm; and

searching, by one or more computer processors, the interaction history for the at least one interaction based on the index.

5. The method of claim 1, further comprising:

replaying, by one or more computer processors, in context of the website, the at least one interaction included in the interaction trajectory.

6. A computing system comprising:

one or more computer processors;

one or more computer readable storage media; and

program instructions stored on the one or more computer readable storage media for execution by at least one of the one or more computer processors, the program instructions comprising;

program instructions to receive a natural language action description associated with actions performed by a user on a website;

program instructions to build, by the one or more computer processors, an interaction graph of the website based on a logical structure of the website, wherein a node in the interaction graph indicates a web component in the website, and an edge in the interaction graph indicates a potential interaction between the user and the website;

program instructions to mark, by the one or more computer processors, the interaction graph based on the interactions between the user and the website to generate an interaction history;

program instructions to retrieve at least one user interaction matching the action description from an interaction history of user interactions between the user and the website by interpreting and converting using semantic analysis by the one or more computer processors each text or verbal clause in the action description into a corresponding action in an action sequence comprising at least one chronologically ordered action;

program instructions to find by one or more computer processors in the interaction history, with regard to a action in the action sequence, a user interaction corresponding to the action by determining whether an action type of the interaction corresponds to an action type of the action;

program instructions to generate an interaction trajectory associated with a problem that occurred on the website and a technical solution for the problem that occurred on the website, based on the retrieved at least one interaction; and

program instructions to implement the technical solution associated with the action trajectory.

7. The system of claim 6, wherein the program instructions to determine that the interaction corresponds to the action further comprise:

program instructions to, in response to a timestamp of the user interaction in the interaction history being later than a timestamp of a previous user interaction corresponding to a previous action of the action, determine the user interaction to be corresponding to the action.

8. The system of claim 7, wherein the program instructions to generate the interaction trajectory based on the retrieved at least one user interaction comprise:

program instructions to, in response to determining a chronological order of timestamps of the at least one user interaction being matched with a chronological order of actions in the action sequence, generate the interaction trajectory from the at least one interaction according to the chronological order of timestamps of the at least one user interaction.

9. A computer program product comprising:

one or more computer readable storage media and program instructions stored on the one or more computer readable storage media, the program instructions comprising;

program instructions to receive a natural language action description associated with actions performed by a user on a website;

program instructions to build, by the one or more computer processors, an interaction graph of the website based on a logical structure of the website, wherein a node in the interaction graph indicates a web component in the website, and an edge in the interaction graph indicates a potential interaction between the user and the website;

program instructions to mark, by the one or more computer processors, the interaction graph based on the interactions between the user and the website to generate an interaction history;

program instructions to retrieve at least one user interaction matching the action description from an interaction history of user interactions between the user and the website by interpreting and converting using semantic analysis, by the one or more computer processors, each text or verbal clause in the action description into a corresponding action in an action sequence comprising at least one chronologically ordered action;

program instructions to find by one or more computer processors in the interaction history, with regard to an action in the action sequence, a user interaction corresponding to the action by determining whether an action type of the interaction corresponds to an action type of the action;

program instructions to generate an interaction trajectory associated with a problem that occurred on the website and a technical solution for the problem that occurred on the website, based on the retrieved at least one interaction; and

program instructions to implement the technical solution associated with the action trajectory.