Leveraging concepts with information retrieval techniques and knowledge bases

• US 10,489,434 B2
• Filed: 12/11/2009
• Issued: 11/26/2019
• Est. Priority Date: 12/12/2008
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Miller, Tanya, Zartler, Mark
• Primary Examiner(s): Gurmu, Muluemebet
• Application Number:
  US12/636,571
• Publication Number:
  US 20100153398A1
• Time in Patent Office: 3,637 Days
• Field of Search: 707736
• CPC Class Codes: G06F 16/3338 Query expansion

Abstract

Various embodiments are described which leverage techniques for breaking down critical ideas from an inputted phrase into concepts in order to provide a response that is more relevant to the inputted phrase. In this regard, concepts and/or concept patterns are utilized with information retrieval searching to provide more relevant and concise documents in response to an inputted phrase. In addition, concepts and/or concept patterns are utilized with respect to assessing information (e.g., documents) available in a knowledge base and building appropriate pre-defined responses to an inputted phrase.

Claims

1. A method comprising:

receiving, via a virtual agent, an inputted phrase, wherein the virtual agent is an intelligent software application that understands phrases received from a user and provides a response to the user;

identifying multiple words contained in the inputted phrase;

determining a first vocab term that corresponds to a first word of the multiple words in the inputted phrase, the first vocab term including at least one synonym of the first word and at least one spelling variation of the first word;

determining a second vocab term that corresponds to a second word of the multiple words in the inputted phrase, the second vocab term including at least one synonym of the second word and at least one spelling variation of the second word;

representing the inputted phrase with the first vocab term and the second vocab term in an order that is the same as an order of the first word and the second word in the inputted phrase;

determining a concept that is associated with the represented inputted phrase;

searching websites to identify a website that is associated with the concept;

storing the concept and information identifying the website in a knowledge base and making the knowledge base available for a query comprising the inputted phrase or the represented inputted phrase, wherein the knowledge base comprises documents that cover the scope of information that the virtual agent uses, along with the capabilities of the virtual agent, and is comprised of files written in a markup language; and

causing the virtual agent to provide a response to the inputted phrase that includes a link to the website.

2. The method of claim 1, wherein one or more of the determining the first vocab term or the determining the second vocab term is performed at least in part by an information retrieval engine (IRE).

3. The method of claim 1, wherein the website does not contain any of the multiple words that are in the inputted phrase.

4. The method of claim 1, wherein the searching comprises searching the websites to identify a website that is associated with the concept and that contains at least one of the multiple words in the inputted phrase.

5. The method of claim 4, wherein the searching further comprises ranking websites based at least in part on the number of terms in each of the websites that match a term in the inputted phrase.

6. The method of claim 1, wherein the websites are indexed according to one or both of vocabulary terms or concepts.

7. A method comprising:

maintaining a representation that organizes a plurality of documents based at least in part on concepts that are attributed to the plurality of documents, wherein the representation comprises an index into a knowledge base for response to a user input;

receiving, via a virtual agent, the user input, wherein the virtual agent is an intelligent software application that understands phrases received from a user and provides a response to the user;

identifying multiple terms contained in the user input;

determining a first vocab term that corresponds to a first term of the multiple terms in the user input, the first vocab term including at least one synonym of the first term and at least one spelling variation of the first term;

determining a second vocab term that corresponds to a second term of the multiple terms in the user input, the second vocab term including at least one synonym of the second term and at least one spelling variation of the second term;

representing the user input with the first vocab term and the second vocab term in an order that is the same as an order of the first term and the second term in the user input;

determining a concept that is associated with the represented user input;

attributing the concept to the user input;

in response to attributing the concept and at least partly by the virtual agent, searching the representation to find a document of the plurality of documents associated with the concept that is attributed to the user input; and

causing the virtual agent to provide data associated with the document.

8. The method of claim 7, wherein at least one of the maintaining, the determining the first vocab term, or the determining the second vocab term is performed at least in part by an information retrieval engine (IRE).

9. The method of claim 7, wherein the found document does not contain any of the multiple terms that are in the user input.

10. The method of claim 7, wherein the found document comprises a web page.

11. A method comprising:

attributing one or more concept patterns to a plurality of documents of a knowledge base, wherein the knowledge base comprises concept information and document information;

indexing the plurality of documents based on the one or more concept patterns;

building the knowledge base based at least in part on the indexing, wherein the knowledge base is configured to trigger a response to a user input;

receiving, via a virtual agent, the user input, wherein the virtual agent is an intelligent software application that understands phrases received from a user and provides a response to the user;

identifying multiple terms contained in the user input;

determining a first vocab term that corresponds to a first term of the multiple terms in the user input, the first vocab term including at least one synonym of the first term and at least one spelling variation of the first term;

determining a second vocab term that corresponds to a second term of the multiple terms in the user input, the second vocab term including at least one synonym of the second term and at least one spelling variation of the second term;

representing the user input with the first vocab term and the second vocab term in an order that is the same as an order of the first term and the second term in the user input;

determining a concept that is associated with the represented user input; and

causing the virtual agent to provide a response that is associated with the concept.

12. The method of claim 11, wherein the knowledge base is associated with a pattern of words and is configured to trigger a response when one or more of the patterns matches a pattern found in the user input.

13. The method of claim 11, wherein the knowledge base is composed of a pattern specifying two or more terms in the pattern.

14. The method of claim 11, wherein the knowledge base comprises files written in Functional Presence Markup Language (FPML).

15. The method of claim 11, wherein individual concept patterns comprise building blocks comprising one or more of a list of vocab terms, a list of helper terms, or a list of concepts.

16. The method of claim 11, wherein indexing is performed at least in part by an information retrieval engine (IRE).

17. The method of claim 11, wherein the response comprises data associated with one or more of the plurality of documents.

18. The method of claim 17, wherein the data comprises a document configured to solicit information from a user.

19. The method of claim 17, wherein the data comprises a web page.