AUTOMATING RESPONSES TO INFORMATION QUERIES
First Claim
1. A computer-implemented method for providing an automated response to a query, the method comprising:
- listening for queries sent to a communications list;
detecting a query in a received communication sent to the communications list;
searching a knowledge base for an automated response to provide to the detected query;
ranking one or more identified responses discovered via the search to prioritize responses based on relevance; and
replying to the detected query with one or more of the highest ranked responses,wherein the preceding steps are performed by at least one processor.
2 Assignments
0 Petitions
Accused Products
Abstract
An automated response system is described herein that allows users to submit information queries in a format they are comfortable with while unburdening other users from answering redundant or automatically answerable queries in forums such as email distribution lists. The system provides an email-based smart question and answer system that can be added to existing email or collaboration software to provide automatic replies to common questions. The system can be integrated at a level that prevents such queries from ever reaching other members of the list or can be setup like any other member of the list, receiving and processing queries as they are distributed to list members. Members can vote on responses and the system can automatically use past votes on answers to a question to provide the highest rated answers in response to similar future queries.
26 Citations
20 Claims
-
1. A computer-implemented method for providing an automated response to a query, the method comprising:
-
listening for queries sent to a communications list; detecting a query in a received communication sent to the communications list; searching a knowledge base for an automated response to provide to the detected query; ranking one or more identified responses discovered via the search to prioritize responses based on relevance; and replying to the detected query with one or more of the highest ranked responses, wherein the preceding steps are performed by at least one processor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
-
-
15. A computer system for automating responses to information queries, the system comprising:
-
a processor and memory configured to execute software instructions embodied within the following components; a listening component that integrates with a communication system to listen for queries submitted to a communication list; an information repository component that stores knowledge derived from one or more prior questions and answers to provide automated responses to subsequent queries; an answer identification component that identifies one or more answers available from the information repository component that are related to a query detected by the listening component; an answer ranking component that ranks the identified answers to determine one or more answers that are suitably responsive to the detected query; an automated response component that provides one or more top-ranked answers as an automated reply to the detected query; and a voting component that receives rating information that quantifies responsiveness of a previous response to a query. - View Dependent Claims (16, 17, 18, 19)
-
-
20. A computer-readable storage medium comprising instructions for controlling a computer system to receive a ranking of responses that may form the basis of future automated responses, wherein the instructions, upon execution, cause a processor to perform actions comprising:
-
identifying a query submitted by a user to which one or more responses have been provided by other users; identifying one or more answers provided to the identified query by other users; determining a rating for each identified answer that quantifies the responsiveness of the identified answer to the identified query; and storing the identified query, answers, and determined ratings in a knowledge base from which to provide a subsequent automated response upon detecting a similar query.
-
Specification