Customer self service subsystem for adaptive indexing of resource solutions and resource lookup

• US 20020152190A1
• Filed: 02/07/2001
• Published: 10/17/2002
• Est. Priority Date: 02/07/2001
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Jasura, Donn P., Keller, Neal M., Biebesheimer, Debra L., Oblinger, Daniel A., Rolando, Stephen J.
• Granted Patent: US 6,643,639 B2
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: G06F 16/901 Indexing; Data structures therefor; Storage structures for retrieval from the web G06F16/951
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

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.

Claims

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.

2. The adaptive resource indexing and lookup system as claimed in claim 1, wherein said resource indexing mechanism includes resource indexing functions for mapping between user queries and searchable resources, said indexing functions including resource parameters for facilitating narrower searches.

3. The adaptive resource indexing and lookup system as claimed in claim 1, wherein said system provides a graphical user interface, said resource parameters of said resource indexing functions being selectable and modifiable by a current user via said interface.

4. The adaptive resource indexing and lookup system as claimed in claim 2, further including adaptive indexing process for enhancing said resource indexing functions by increasing their relevance and specificity for mapping user queries to resources, said adaptive indexing function increasing the value of search results for a current user in their context.

5. The adaptive resource indexing and lookup system as claimed in claim 4, wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process further implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library and, adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

6. The adaptive resource indexing and lookup system as claimed in claim 5, wherein said adaptive indexing processing mechanism for generating said resource indexing functions is performed off-line.

7. The adaptive resource indexing and lookup system as claimed in claim 5, wherein said user interaction data comprises past and present user queries.

8. The adaptive resource indexing and lookup system as claimed in claim 5, wherein said user interaction data comprises system responses to said user queries.

9. The adaptive resource indexing and lookup system as claimed in claim 5, wherein said user interaction data comprises raw context information including:

one or more of static, historical context, transient context, organizational context, community context, and environment context.

10. The adaptive resource indexing and lookup system as claimed in claim 9, wherein said user interaction data comprises other raw context associated with the user and dependent upon that user'"'"'s interaction state and query domain.

11. The adaptive resource indexing and lookup system as claimed in claim 10, wherein a query domain includes one of:

education, travel and real estate.

12. The adaptive resource indexing and lookup system as claimed in claim 5, wherein said user interaction data comprises user interaction feedback including history of prior interaction with the resource search and selection system, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback and user context.

13. The adaptive resource indexing and lookup system as claimed in claim 12, wherein one measure of performance of said resource indexing functions is coverage of the resources eventually selected by a user given a user query and user context pair.

15. The method as claimed in claim 14, wherein said mapping step c) further includes the step of applying resource indexing functions having logic that maps user queries to searchable resources, said indexing functions including resource parameters for facilitating narrower searches.

16. The method as claimed in claim 15, wherein said system provides a graphical user interface, said method including the step of:

enabling a current user to select and modify resource parameters of said resource indexing functions via said user interface.

17. The method as claimed in claim 15, further including the step of:

applying an adaptive indexing function for increasing the value of search results for a current user in their context, said adaptive indexing function enhancing said resource indexing functions by increasing their relevance and specificity for mapping user queries to resources.

18. The method as claimed in claim 17, wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library, and adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

19. The method as claimed in claim 18, wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback.

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:

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.

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:

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.

21. The program storage device readable by machine as claimed in claim 20, wherein said mapping step c) further includes the step of applying resource indexing functions having logic that maps user queries to searchable resources, said indexing functions including resource parameters for facilitating narrower searches.

22. The program storage device readable by machine as claimed in claim 20, wherein said system provides a graphical user interface, said method including the step of:

enabling a current user to select and modify resource parameters of said resource indexing functions via said user interface.

23. The program storage device readable by machine as claimed in claim 20, further including the step of:

applying an adaptive indexing function for increasing the value of search results for a current user in their context, said adaptive indexing function enhancing said resource indexing functions by increasing their relevance and specificity for mapping user queries to resources.

24. The program storage device readable by machine as claimed in claim 22, wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library, and adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

25. The program storage device readable by machine as claimed in claim 24, wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback.