Customer self service system for resource search and selection
First Claim
1. A customer self service system for performing resource search and selection comprising:
- a mechanism enabling entry of a query for a resource and, entry of one or more user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith, said mechanism further enabling user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context;
a mechanism for searching a resource database and generating a resource response set having resources that best match a user'"'"'s query, user context attributes and user defined relevant resource selection criteria, said resource response set being presented to said user in a manner whereby a relevance of each said resources being expressed in terms of user context in a manner optimized to facilitate resource selection; and
, a mechanism for enabling continued user selection and modification of context attribute values to enable increased specificity and accuracy of a user'"'"'s query to thereby result in improved selection logic and attainment of resource response sets best fitted to said query.
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Accused Products
Abstract
A customer self service system and method for performing resource search and selection. The method includes steps of providing an interface enabling entry of a query for a resource and specification of one or more user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith; enabling user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context; searching a resource database and generating a resource response set having resources that best match a user'"'"'s query, user context attributes and user defined relevant resource selection criteria; presenting said resource response set to the user in a manner whereby a relevance of each of the resources being expressed in terms of user context in a manner optimized to facilitate resource selection; and, enabling continued user selection and modification of context attribute values to enable increased specificity and accuracy of a user'"'"'s query to thereby result in improved selection logic and attainment of resource response sets best fitted to the query. More particularly, adaptive algorithms and supervised and unsupervised learning sub-processes are implemented to enable the self service resource search and selection system to learn from each and all users and make that learning operationally benefit all users over time.
150 Citations
51 Claims
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1. A customer self service system for performing resource search and selection comprising:
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a mechanism enabling entry of a query for a resource and, entry of one or more user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith, said mechanism further enabling user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context;
a mechanism for searching a resource database and generating a resource response set having resources that best match a user'"'"'s query, user context attributes and user defined relevant resource selection criteria, said resource response set being presented to said user in a manner whereby a relevance of each said resources being expressed in terms of user context in a manner optimized to facilitate resource selection; and
,a mechanism for enabling continued user selection and modification of context attribute values to enable increased specificity and accuracy of a user'"'"'s query to thereby result in improved selection logic and attainment of resource response sets best fitted to said query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51)
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29. A method for performing resource search and selection in a customer self service system, said method comprising:
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a) providing an interface enabling entry of a query for a resource and specification of one or more user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith;
b) enabling user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context;
c) searching a resource database and generating a resource response set having resources that best match a user'"'"'s query, user context attributes and user defined relevant resource selection criteria;
d) presenting said resource response set to said user in a manner whereby a relevance of each said resources being expressed in terms of user context in a manner optimized to facilitate resource selection; and
,e) enabling continued user selection and modification of context attribute values to enable increased specificity and accuracy of a user'"'"'s query to thereby result in improved selection logic and attainment of resource response sets best fitted to said query.
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Specification