Web-based customer service interface

• US 20050187913A1
• Filed: 05/05/2004
• Published: 08/25/2005
• Est. Priority Date: 05/06/2003
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jessee, Randy, Kirshner, Steve, Nelken, Yoram
• Application Number:
  US10/839,930
• Publication Number:
  US 20050187913A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/245 Query processing
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06F 16/3344 using natural language analysis
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9538 Presentation of query results
• CPC Class Codes: G06F 16/9558 Details of hyperlinks; Management of linked annotations

Abstract

A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Claims

1. A system for processing a web-based query, comprising:

a web server for transmitting a web form to a client, the web form having at least one user-interactable element by which a user enters a natural language query and optional meta-data;

a language analysis server, coupled to the web server, for analyzing the natural language query and the optional meta-data to classify the natural language query into at least one predefined category based on information contained within a knowledge base; and

the web server selectively transmitting a resource page to the client, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.

2. The system of claim 1, wherein the web server is further configured to receive a communicative action from the client after the resource page is transmitted, the language analysis server adapting the knowledge base in accordance with the communicative action.

3. The system of claim 1, wherein the language analysis server calculates a set of match scores, each match score of the set of match scores corresponding to one predefined category of a plurality of predefined categories and being representative of a confidence level that the natural language query is relevant to the one predefined category of the plurality of predefined categories, and wherein the language analysis server classifies the natural language query into the at least one predefined category based on a match score associated therewith.

4. The system of claim 3, wherein the language analysis server calculates each match score of the set of match scores based upon a comparison of concepts extracted from the natural language query to concepts associated with the plurality of predefined categories, and wherein each match score of the set of match scores is representative of a statistical likelihood of the natural language query being correctly classified to the plurality of predefined categories.

5. The system of claim 3, wherein the language analysis server routes the natural language query to an agent if none of the match scores of the set of match scores meet a predetermined threshold level.

6. The system of claim 5, wherein the web server transmits to the client a confirmation page confirming that the natural language query has been routed to the agent.

7. The system of claim 5, wherein the language analysis server updates the knowledge base based upon the agent'"'"'s response to the natural language query.

8. The system of claim 3, wherein the web server transmits a solution page to the client if at least one match score of the set of match scores meet a predetermined high-threshold level.

9. The system of claim 3, wherein the web server transmits a solution page to the client based upon an analysis of the set of match scores according to a predetermined logic.

10. The system of claim 1, wherein the other data comprises one or more links to web resources.

11. A method for processing a web-based query, comprising:

transmitting a web page to a client, the web page including at least one user-interactable element for entering a natural language query and optional meta-data;

receiving the natural language query and the optional meta-data;

analyzing the natural language query and the optional meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and

selectively transmitting a resource page to the client, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.

12. The method of claim 11, further comprising:

receiving a communicative action from the client; and

adapting. the knowledge base in accordance with the communicative action.

13. The method of claim 11, further comprising:

calculating a set of match scores, each match score of the set of match scores corresponding to one of a plurality of predefined categories and being representative of a confidence level that the natural language query is relevant to the one of the plurality of predefined categories; and

classifying the natural language query into the at least one predefined category based on a match score associated therewith.

14. The method of claim 13, further comprising routing the natural language query to an agent if none of the match scores of the set of match scores meet a predetermined threshold level.

15. The method of claim 13, further comprising routing the natural language query to an agent based upon an analysis of the set of match scores according to a predetermined logic.

16. The method of claim 15, further comprising transmitting to the client a confirmation page confirming that the natural language query has been routed to the agent.

17. The method of claim 15, further comprising updating the knowledge base according to the agent'"'"'s response to the natural language query.

18. The method of claim 13, further comprising transmitting a solution page to the client if at least one match score of the set of match scores meet a predetermined high-threshold level.

19. The method of claim 13, further comprising transmitting a solution page to the client based upon an analysis of the set of match scores according to a predetermined logic.

20. The method of claim 11, wherein the other data comprises one or more links to web resources.

21. An electronic-readable medium having embodied thereon a program, the program being executable by a machine to perform a method for processing a web-based query, the method comprising:

transmitting a web page to a client, the web page including at least one user-interactable element for entering a natural language query and optional meta-data;

receiving the natural language query and the optional meta-data;

analyzing the natural language query and the optional meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and

selectively transmitting a resource page to the client, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.

22. A method for processing a web-based query, comprising:

means for transmitting a web page to a client, the web page including at least one user-interactable element for entering a natural language query and optional meta-data;

means for receiving the natural language query and the optional meta-data;

means for analyzing the natural language query and the optional meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and

means for selectively transmitting a resource page to the client, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.