Knowledge-based moderator for electronic mail help lists
First Claim
1. Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising:
- a logging means for receiving the user message when the knowledge base does not address the user message;
a storage means for storing the logged user message;
an output means for providing the logged user message to a subject matter expert; and
a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system;
said logged means comprises an identifier for the logged user message to associate additional future correspondence with said user related to the logged user message.
4 Assignments
0 Petitions
Accused Products
Abstract
A method of updating a knowledge base containing information about a subject matter, the knowledge base being used to automatically respond to messages containing questions or comments relating to the subject matter, the method includes the steps of logging the message in a log if the knowledge base does not address the message; providing the logged message to a subject matter expert; and permitting the subject matter expert, but not other users of the knowledge base, to update the knowledge base in response to the logged message. The method further includes the steps of sending the logged message to one or more persons on a list of people with knowledge about the subject matter; receiving a message from at least one of the persons and logging the received message in association with the logged message; and the step of providing the logged message further provides the received message to the subject matter expert. The method of the present invention represents and uses stored knowledge to formulate a query for each entry and associate the query with a piece of the stored knowledge so that the piece of stored knowledge is retrieved when a message satisfies the query.
-
Citations
21 Claims
-
1. Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising:
-
a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; and a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system; said logged means comprises an identifier for the logged user message to associate additional future correspondence with said user related to the logged user message. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising:
-
a logging component for receiving a user message when a knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users of the computer-readable medium, updates the knowledge base component; said logging component, for receiving the user message, comprises an identifying component for the logged user message for associating additional future correspondence with said user relating to the logged user message. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
-
-
19. A method for providing information about a subject matter, including using a knowledge base for automatically responding to a user message, the method comprising the steps of:
-
logging the user message when the knowledge base does not address the user message; storing the logged user message; sending the logged user message to a subject matter expert; and receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system, said knowledge base comprising; a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a plurality of teasers, the teasers being associated with the query expressions and being abstracts of the bodies, further sending to a user the body associated with the query expression when the query expression is satisfied by the user message.
-
-
20. A method for providing information about a subject matter, including using a knowledge base for automatically responding to a user message, the method comprising the steps of:
-
logging the user message when the knowledge base does not address the user message; storing the logged user message; sending the logged user message to a subject matter expert; and receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system, said knowledge base comprising; a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a statistical part for recording the number of times a query expression is satisfied and the number of times the associated body is retrieved, further sending to a user the body associated with the query expression when the query expression is satisfied by the user message.
-
-
21. A method for providing information about a subject matter, including using a knowledge base for automatically responding to a user message, the method comprising the steps of:
-
logging the user message when the knowledge base does not address the user message; storing the logged user message; sending the logged user message to a subject matter expert; receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system; and permitting the subject matter expert to; a) update the knowledge base by creating a query expression and a body of information, b) transmit at least one query expression to the knowledge base, c) associate said query expression with said body of information, and d) control the manner in which a processor means responds to the user message, said query expression is created by one of adding or removing one of a conjunct or disjunct.
-
Specification