SYSTEM AND METHOD FOR IDENTIFYING AND PROVIDING PERSONALIZED SELF-HELP CONTENT WITH ARTIFICIAL INTELLIGENCE IN A CUSTOMER SELF-HELP SYSTEM

• US 20190018692A1
• Filed: 07/14/2017
• Published: 01/17/2019
• Est. Priority Date: 07/14/2017
• Status: Abandoned Application

• Current Assignee: Intuit, Inc.
• Original Assignee: Intuit, Inc.
• Inventors: Indyk, Benjamin, Podgorny, Igor A., Wei, Ling Feng, Sharafi, Faraz
• Application Number:
  US15/650,236
• Publication Number:
  US 20190018692A1
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/3334 Selection or weighting of terms from queries, including natural language queries
• CPC Class Codes: G06F 8/30 Creation or generation of source code
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 5/04 Inference or reasoning models
• CPC Class Codes: G06N 7/01 Probabilistic graphical models, e.g. probabilistic networks
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A customer self-help system employs artificial intelligence to generate personalized self-help content that is responsive to a user query submitted to the customer self-help system, according to one embodiment. The customer self-help system includes a pre-processor that characterizes and categorizes the self-help content into self-help content components, by using one or more content processing algorithms (e.g., a natural language processing algorithm), according to one embodiment. The customer self-help system includes an intent extractor engine that determines characteristics of the user query based on the user query and user profile data, according to one embodiment. The customer self-help system aggregates portions of the self-help content components into a personalized self-help content by matching characteristics of the user query with characteristics of the self-help content, according to one embodiment.

Claims

1. A customer self-help system, comprising:

at least one processor;

at least one communication channel coupled to the at least one processor; and

at least one memory coupled to the at least one processor, the at least one memory having stored therein instructions which when executed by any set of the at least one processor, perform a process for generating personalized self-help content that is responsive to a user query, the process including;

receiving service provider generated content data as a first portion of self-help content data;

receiving user generated content data as a second portion of the self-help content data;

storing the self-help content data in a self-help content data store;

applying one or more content processing algorithms to the self-help content data to generate self-help content characteristics data for the self-help content data,

wherein the one or more content processing algorithms include one or more of a natural language process algorithm, a classifier algorithm, and a social algorithm;

receiving, with a customer self-help system, user query data representing a user query having a plurality of query terms;

applying one or more intent extraction algorithms to the user query data to generate query intent data representing a query intent for the user query, wherein the query intent data includes user query characteristics data representing a plurality of characteristics of the user query,

wherein the one or more intent extraction algorithms include at least one of a natural language process algorithm and a classifier algorithm,

wherein the natural language process algorithm includes a probabilistic topic model,

wherein the classifier algorithm includes a predictive model;

determining self-help content characteristics data representing a plurality of characteristics of the self-help content data stored in the self-help content data store;

identifying relevant portions of the self-help content data by searching the self-help content data store for some of the self-help content characteristics data that match at least some of the user query characteristics data;

aggregating the relevant portions of the self-help content data into personalized self-help content data representing personalized self-help content that is relevant to and responsive to the user query; and

providing the personalized self-help content data to a client computing environment from which the user query data was received.

2. The customer self-help system of claim 1, wherein the predictive model is trained using a training operation that is selected from a group of predictive model training operations, consisting of:

regression;

logistic regression;

decision trees;

artificial neural networks;

support vector machines;

linear regression;

nearest neighbor methods;

distance based methods;

naive Bayes;

linear discriminant analysis; and

k-nearest neighbor algorithm.

3. The customer self-help system of claim 1, wherein the process further comprises:

modifying the self-help content data store to include the self-help content characteristics data, to facilitate generating the personalized self-help content data.

4. The customer self-help system of claim 1, wherein the self-help content characteristics data includes one or more of content topics data, content details data, content terms data, content tone data, version data of service provider product, platform data of the client computing system, user characteristics.

5. The customer self-help system of claim 1, wherein the user query characteristics data represent categories of data that match categories of data for the self-help content characteristics data.

6. The customer self-help system of claim 1, wherein the user query characteristics data include one or more of a version data of service provider product, user communication style preferences data, query title data, query topic data, and metadata that is related to the user query and a client computing system.

7. The customer self-help system of claim 1, wherein applying the one or more intent extraction algorithms to the user query data includes applying the one or more intent extraction algorithms to user profile data to facilitate determining the query intent data.

8. The customer self-help system of claim 7, wherein the user profile data includes one or more of navigation history data of navigation history of the user within one or more services of a service provider, wherein the user profile data includes tax return data for the user from one or more prior years.

9. A customer self-help system, comprising:

at least one processor;

at least one communication channel coupled to the at least one processor; and

at least one memory coupled to the at least one processor, the at least one memory having stored therein instructions which when executed by any set of the at least one processor, perform a process for generating personalized self-help content that is responsive to a user query, the process including;

storing self-help content data in a self-help content data store;

receiving, with a customer self-help system, user query data representing a user query having a plurality of query terms;

applying one or more intent extraction algorithms to the user query data to generate query intent data representing a query intent for the user query, wherein the query intent data includes user query characteristics data representing a plurality of characteristics of the user query;

determining self-help content characteristics data representing a plurality of characteristics of the self-help content data stored in the self-help content data store;

identifying relevant portions of the self-help content data by searching the self-help content data store for some of self-help content characteristics data that match at least some of the user query characteristics data;

aggregating the relevant portions of the self-help content data into personalized self-help content data representing personalized self-help content that is relevant to and responsive to the user query; and

providing the personalized self-help content data to a client computing environment from which the user query data was received.

10. The customer self-help system of claim 9, wherein the one or more intent extraction algorithms include at least one of a natural language process algorithm and a classifier algorithm.

11. The customer self-help system of claim 10, wherein the natural language process algorithm includes a probabilistic topic model.

12. The customer self-help system of claim 11, wherein the probabilistic topic model is at least partially defined by one or more of a Latent Dirichlet Allocation algorithm, a Latent Semantic Indexing (“

LSI”

) algorithm, a query clustering algorithm, and a query de-duplication algorithm.

13. The customer self-help system of claim 10, wherein the classifier algorithm includes a predictive model.

14. The customer self-help system of claim 13, wherein the predictive model is trained using a training operation that is selected from a group of predictive model training operations, consisting of:

regression;

logistic regression;

decision trees;

artificial neural networks;

support vector machines;

linear regression;

nearest neighbor methods;

distance based methods;

naive Bayes;

linear discriminant analysis; and

k-nearest neighbor algorithm.

15. The customer self-help system of claim 9, wherein the process further comprises:

receiving service provider generated content data as a first portion of the self-help content data;

receiving user generated content data as a second portion of the self-help content data,

wherein determining the self-help content characteristics data includes applying one or more content processing algorithms to the service provider generated content data and the user generated content data.

16. The customer self-help system of claim 15, wherein the one or more content processing algorithms include one or more of a natural language process algorithm, a classifier algorithm, and a social algorithm.

17. The customer self-help system of claim 15, wherein the process further comprises:

modifying the self-help content data store to include the self-help content characteristics data, to facilitate generating the personalized self-help content data.

18. The customer self-help system of claim 9, wherein the self-help content characteristics data includes one or more of content topics data, content details data, content terms data, content tone data, version data of service provider product, platform data of the client computing system, user characteristics.

19. The customer self-help system of claim 9, wherein the user query characteristics data represent categories of data that match categories of data for the self-help content characteristics data.

20. The customer self-help system of claim 9, wherein the user query characteristics data include one or more of a version data of service provider product, user communication style preferences data, query title data, query topic data, and metadata that is related to the user query and a client computing system.

21. The customer self-help system of claim 9, wherein applying the one or more intent extraction algorithms to the user query data includes applying the one or more intent extraction algorithms to user profile data to facilitate determining the query intent data.

22. The customer self-help system of claim 21, wherein the user profile data includes one or more of navigation history data of navigation history of the user within one or more services of a service provider, wherein the user profile data includes tax return data for the user from one or more prior years.

23. A non-transitory computer-readable medium having a plurality of computer-executable instructions which, when executed by a processor, perform a method for generating personalized self-help content that is responsive to a user query, the instructions comprising:

a self-help content data store that stores self-help content data;

a pre-processor that analyzes the self-help content data and updates the self-help content data store with self-help content characteristics data to facilitate generating personalized self-help content data for a user query represented by user query data;

a real-time process sub-system that receives the user query data and that generates the personalized self-help content data at least partially based on the user query data and at least partially based on the self-help content characteristics data,

wherein the real-time process sub-system includes an intent extractor engine that identifies user query characteristics data at least partially based on the user query data and user profile data,

a composer that extracts relevant portions of self-help content data from the self-help content data store,

wherein the relevant portions of the self-help content data include self-help content characteristics data that are similar to characteristics of the user query characteristics data,

wherein the composer aggregates the relevant portions of the self-help content data into the personalized self-help content data,

wherein the real-time process sub-system provides the personalized self-help content data to a client computing system from which the user query data is received.

24. The non-transitory computer-readable medium of claim 23, wherein the intent extractor engine includes one or more intent extraction algorithms that include at least one of a natural language process algorithm and a classifier algorithm.

25. The non-transitory computer-readable medium of claim 24, wherein the natural language process algorithm includes a probabilistic topic model.

26. The non-transitory computer-readable medium of claim 25, wherein the probabilistic topic model is at least partially defined by one or more of a Latent Dirichlet Allocation algorithm, a Latent Semantic Indexing (“

LSI”

) algorithm, a query clustering algorithm, and a query de-duplication algorithm.

27. The non-transitory computer-readable medium of claim 24, wherein the classifier algorithm includes a predictive model.

28. The non-transitory computer-readable medium of claim 27, wherein the predictive model is trained using a training operation that is selected from a group of predictive model training operations, consisting of:

regression;

logistic regression;

decision trees;

artificial neural networks;

support vector machines;

linear regression;

nearest neighbor methods;

distance based methods;

naive Bayes;

linear discriminant analysis; and

k-nearest neighbor algorithm.

29. The non-transitory computer-readable medium of claim 23, wherein the pre-processor that analyzes the self-help content data uses one or more content processing algorithms that include one or more of a natural language process algorithm, a classifier algorithm, and a social algorithm.

30. The non-transitory computer-readable medium of claim 23, wherein the self-help content characteristics data include one or more of content topics data, content details data, content terms data, content tone data, version data of service provider product, platform data of the client computing system, and user characteristics data.

31. The non-transitory computer-readable medium of claim 23, wherein the user query characteristics data include one or more of a version of service provider product data, user communication style preferences data, query title data, query topic data, and metadata that is related to the user query and a client computing system.

32. A customer self-help system, comprising:

at least one processor;

at least one communication channel coupled to the at least one processor; and

at least one memory coupled to the at least one processor, the at least one memory having stored therein instructions which when executed by any set of the at least one processor, perform a process for generating personalized self-help content that is responsive to a user query, the process including;

storing self-help content data in a self-help content data store;

providing the self-help content data to one or more content processing algorithms to identify self-help content characteristics data;

adding columns to tables in the self-help content data store to update the self-help content data store with the self-help content characteristics data;

receiving, with a customer self-help system, user query data representing a user query having a plurality of query terms;

applying one or more intent extraction algorithms to the user query data to identify user query characteristics data;

identifying relevant portions of the self-help content data by searching the self-help content data store for self-help content characteristics data that match user query characteristics data;

aggregating the relevant portions of the self-help content data into personalized self-help content data that is relevant to and responsive to the user query data; and

providing the personalized self-help content data to a client computing environment from which the user query data was received.

33. The customer self-help system of claim 32, wherein the one or more intent extraction algorithms include at least one of a natural language process algorithm and a classifier algorithm.

34. The customer self-help system of claim 33, wherein the natural language process algorithm includes a probabilistic topic model.

35. The customer self-help system of claim 34, wherein the probabilistic topic model is at least partially defined by one or more of a Latent Dirichlet Allocation algorithm, a Latent Semantic Indexing (“

LSI”

) algorithm, a query clustering algorithm, and a query de-duplication algorithm.

36. The customer self-help system of claim 33, wherein the classifier algorithm includes a predictive model.

37. The customer self-help system of claim 36, wherein the predictive model is trained using a training operation that is selected from a group of predictive model training operations, consisting of:

regression;

logistic regression;

decision trees;

artificial neural networks;

support vector machines;

linear regression;

nearest neighbor methods;

distance based methods;

naive Bayes;

linear discriminant analysis; and

k-nearest neighbor algorithm.