Automated customer support system
First Claim
1. A method for providing customer support for a product, comprising:
- receiving one or more queries regarding a product from a customer;
extracting one or more query key words from each of the queries;
extracting one or more answers from product FAQ'"'"'s related to the received queries from a product FAQ database;
extracting one or more FAQ key words from the extracted answers;
transforming the extracted query and FAQ key-words into unique numerical representations such that the transformed unique numerical representations do not result in multiple similar numerical representations, to avoid ambiguous prediction of meaning of the translated words in the received queries and extracted answers;
representing the transformed query and FAQ key-words into query vector forms and product FAQ vector forms, respectively;
applying a convolution algorithm to each of the query vector forms, with each of the product FAQ vector forms separately and obtains one or more appropriate answers to the queries; and
automatically communicating the answers to the queries received from the customer.
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Abstract
An automated customer support tool. A web server receives one or more queries regarding the product from a customer. A categorizer coupled to the web server categorizes the received queries based on a type of query, to determine whether the answers to the queries can be automatically communicated to the customer. An FAQ extractor extracts one or more corresponding product FAQs from respective product FAQ data bases. A key-word extractor extracts one or more key-words from the received queries and the extracted product FAQs. The key-word extractor further transforms the extracted key words to unique numerical representations. An analyzer coupled to the key-word extractor represents the transformed key-words into respective query and product FAQ vector forms. The analyzer further applies a convolution algorithm to each of the query vector forms, with each of the product FAQ vector forms separately and obtains one or more appropriate answers to the queries. Then the analyzer automatically communicates the answers to the queries received from the customer.
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Citations
36 Claims
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1. A method for providing customer support for a product, comprising:
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receiving one or more queries regarding a product from a customer;
extracting one or more query key words from each of the queries;
extracting one or more answers from product FAQ'"'"'s related to the received queries from a product FAQ database;
extracting one or more FAQ key words from the extracted answers;
transforming the extracted query and FAQ key-words into unique numerical representations such that the transformed unique numerical representations do not result in multiple similar numerical representations, to avoid ambiguous prediction of meaning of the translated words in the received queries and extracted answers;
representing the transformed query and FAQ key-words into query vector forms and product FAQ vector forms, respectively;
applying a convolution algorithm to each of the query vector forms, with each of the product FAQ vector forms separately and obtains one or more appropriate answers to the queries; and
automatically communicating the answers to the queries received from the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer-implemented system for providing automated customer support for a product, comprising:
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a web server to receive one or more queries regarding the product from a customer;
a FAQ extractor coupled to the web server that extracts one or more corresponding answers in product FAQs from respective product FAQ databases;
a key-word extractor coupled to the web server and the FAQ extractor extracts one or more key-words from the received queries and the corresponding extracted product FAQs, wherein the key-word extractor transforms each of the extracted key-words into a unique numerical representation so that the transformed unique numerical representations do not result in multiple similar numerical representations, to avoid ambiguous prediction of meaning from the transformed unique numerical representations; and
an analyzer coupled to the key-word extractor that represents the transformed words into respective query and product FAQ vector forms, wherein the analyzer applies a convolution algorithm to each of the query vector forms, with each of the product FAQ vector forms separately and obtains one or more appropriate answers to the queries, and wherein the analyzer automatically communicates the answers to the queries received from the customer. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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Specification