Customer self service subsystem for adaptive indexing of resource solutions and resource lookup
First Claim
1. An adaptive resource indexing and lookup system for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said adaptive resource indexing and lookup system comprising:
- mechanism for receiving a current user query for requesting resources;
mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user; and
, a resource indexing mechanism for mapping each user query and associated context vector to a sub-set of resources from said resource library, and generating a response set including said sub-set of resources that are most relevant to said user'"'"'s query.
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Abstract
An adaptive resource indexing and lookup method and system for a customer self service system that performs resource search and selection and includes a resource library having selectable resources. The method includes steps of: receiving a current user query for requesting resources; receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; mapping each user query and associated context vector to a sub-set of resources from the resource library; and, generating a response set including the sub-set of resources that are most relevant to the user'"'"'s query. In an off-line process, an adaptive indexing function is applied for increasing the value of search results for a current user in their context, the adaptive indexing function enhancing the resource indexing functions by increasing their relevance and specificity for mapping user queries to resources. The adaptive indexing process implements a supervised learning algorithm for receiving user interaction data from among a database of user interaction records and resources from the resource library, and adapts resource indexing functions based on a history of user interactions and user feedback with the system as provided in user interaction records. In this manner the supervised learning algorithm optimizes performance of the resource indexing functions as measured by an evaluation metric applied to the user interaction feedback. The result of this invention is the ability to improve a set of resource indexing functions without the need for the user to explicitly train the system. The system and method is especially applicable for a self service system in a variety of customer self service domains including, but not limited to: education, real estate and travel.
143 Citations
25 Claims
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1. An adaptive resource indexing and lookup system for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said adaptive resource indexing and lookup system comprising:
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mechanism for receiving a current user query for requesting resources;
mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user; and
,a resource indexing mechanism for mapping each user query and associated context vector to a sub-set of resources from said resource library, and generating a response set including said sub-set of resources that are most relevant to said user'"'"'s query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 15, 16, 17, 18, 19)
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14. An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of:
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a) receiving a current user query for requesting resources;
b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user;
c) mapping each user query and associated context vector to a sub-set of resources from said resource library; and
,d) generating a response set including said sub-set of resources that are most relevant to said user'"'"'s query.
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20. A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for adaptive resource indexing and lookup for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of:
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a) receiving a current user query for requesting resources;
b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user;
c) mapping each user query and associated context vector to a sub-set of resources from said resource library; and
,d) generating a response set including said sub-set of resources that are most relevant to said user'"'"'s query. - View Dependent Claims (21, 22, 23, 24, 25)
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Specification