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Automated natural language understanding customer service system

  • US 5,895,466 A
  • Filed: 08/19/1997
  • Issued: 04/20/1999
  • Est. Priority Date: 08/19/1997
  • Status: Expired due to Term
First Claim
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1. A method of operating a customer service system comprising the steps of:

  • a) receiving a textual question over a network from a remote device;

    b) analyzing the question using a natural language understanding system;

    c) querying a database based on the analysis, said database having stored thereon a plurality of answers to questions;

    d) receiving an answer to the question;

    e) providing the answer to the remote device over the network;

    f) generating at least one natural language key from the analysis;

    g) using the key to query the database;

    h) extracting at least one parameter from the question;

    i) using the parameter to query the database;

    j) determining whether all required parameters were extracted; and

    k) requesting at least one required parameter if it is determined that not all required parameters were extracted.

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