Automated natural language understanding customer service system
First Claim
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.
4 Assignments
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Accused Products
Abstract
A customer service system includes a natural language device, a remote device remotely coupled to the natural language device over a network and a database coupled to the natural language device. The database has a plurality of answers stored on it that are indexed to natural language keys. The natural language device implements a natural language understanding system. The natural language device receives a natural language question over the network from the remote device. The question is analyzed using the natural language understanding system. Based on the analysis, the database is then queried. An answer to the question is received based on the query, and the answer is provided to the remote device over the network.
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Citations
17 Claims
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1. A method of operating a customer service system comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A customer service system comprising:
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a natural language understanding system; a text entry device remotely coupled to said natural language understanding system over a network; and a database coupled to said natural language understanding system, said database having stored thereon a plurality of answers; wherein said natural language understanding system is programmed to; receive a question from said text entry device over the network; analyze the question to generate at least one natural language key; extract at least one parameter from the question; query said database based on the key and the parameter; receive a first answer to the question and provide the answer to the text entry device; determine whether all required parameters were extracted; and request at least one required parameter if it is determined that not all required parameters were extracted. - View Dependent Claims (8, 9, 10)
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11. A natural language device for a customer service system, said natural language device coupled to a remote device over a network and a database having stored thereon a plurality of answers to questions, said natural language device programmed to execute the steps of:
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a) receiving a natural language question over the network from the remote device; b) analyzing the question using natural language understanding; c) querying the database based on the analysis; 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. - View Dependent Claims (12, 13)
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14. A method of operating a customer service system comprising the steps of:
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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) determining whether the answer is received from the database; and g) if the answer is not received from the database, training the natural language understanding system based on the answer. - View Dependent Claims (15, 16, 17)
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Specification