Customer self service iconic interface for portal entry and search specification

• US 6,778,193 B2
• Filed: 02/07/2001
• Issued: 08/17/2004
• Est. Priority Date: 02/07/2001
• Status: Expired due to Term

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jasura, Donn P., Keller, Neal M., Biebesheimer, Debra L., Oblinger, Daniel A., Podlaseck, Mark E., Rolando, Stephen J.
• Primary Examiner(s): SAX, STEVEN PAUL
• Application Number:
  US09/778,136
• Publication Number:
  US 20020149614A1
• Time in Patent Office: 1,287 Days
• Field of Search: 345/853-855, 345/711, 345/802, 345/803, 345/804, 345/805, 345/799, 345/800, 345/801, 345/795-797, 345/738, 345/734-737, 345/771-773, 345/811, 345/815-818, 707/1, 707/10, 707/11, 707/5, 707/3, 706/60, 706/11, 706/47, 706/45
• US Class Current: 715/805
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/24578 using ranking

Abstract

A graphical user interface for a customer self service system that performs resource search and selection. The interface comprises an entry field enabling entry of a query for a resource and selection of one or more user context icons, each representing a context associated with the current user situation, and having context attributes associated therewith; a first visual workspace is provided for visualizing and exploring the set of resources that the customer self service system has determined to match the user'"'"'s query, the system indicating a degree of fit of the determined resources with the query, based on the user'"'"'s context, associated resource selection parameters and associated relevant resource evaluation criteria utilized by a search mechanism in the system; and, a second visual workspace including detail specification workspace for enabling user to select and modify user context attribute values and further relevant resource evaluation criteria; and a mechanism for enabling the user to continuously navigate among the first and second visual workspaces to enable increased specificity and accuracy of query'"'"'s search parameters and resource evaluation criteria and thereby identify and improve selection logic and response sets fitted to a query. The graphical user interface permits user interactivity for querying a customer self service system and enhancing response set results for a variety of self service domains including education, real estate and travel.

Claims

1. A graphical user interface for a customer self service system that performs resource search and selection comprising:

a first visual workspace comprising entry field enabling entry of a query for a resource and, one or more selectable graphical user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith;

a second visual workspace for visualizing the set of resources that the customer self service system has determined to match the user'"'"'s query, said system indicating a degree of fit of said determined resources with said query;

a third visual workspace for enabling said user to select and modify context attribute values to enable increased specificity and accuracy of a query'"'"'s search parameters, said third visual workspace further enabling said user to specify resource selection parameters and relevant resource evaluation criteria utilized by a search mechanism in said system, said degree of fit indication based on said user'"'"'s context, and said associated resource selection parameters and relevant resource evaluation criteria; and

, a

mechanism enabling said user to navigate among said first, second and third visual workspaces to thereby identify and improve selection logic and response sets fitted to said query.

2. The graphical user as claimed in claim 1, wherein said relevant resource evaluation criteria includes one or more of:

cost, risk, timing and quality.

3. The graphical user interface as claimed in claim 1, wherein said entry is made via one or more methods including text or voice.

4. The graphical user interface as claimed in claim 3, wherein said third visual workspace further enables users to select, sequence and weight said relevant evaluation criteria.

5. The graphical user interface as claimed in claim 1, wherein said detail specification workspace includes graphical means for specifying minimum and maximum values for each said relevant criteria.

6. The graphical user interface as claimed in claim 1, wherein said third visual workspace includes graphic resource filter elements for enabling user specification of inclusionary and exclusionary resource selection parameters associated with a selected context attribute value.

7. The graphical user interface as claimed in claim 6, wherein said system enables display of the resources in accordance with said selection parameters, weight and sequencing criteria via said second visual workspace.

8. An interactive method for querying a customer self service system that performs resource search and selection, said method comprising the steps of:

a) enabling via a graphic interface, entry of a query and selection of one or more user context icons, each representing a context associated with the current user situation and having context attribute parameters associated therewith;

b) enabling, via a first visual workspace provided in said graphic interface, user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context and, user specification of relevant resource evaluation criteria;

c) generating a resource response set for best matching a users query based upon user input context attributes and user defined relevant resource selection criteria, and enabling user visualization of said response set via a second visual workspace provided in said graphic interface, said step further indicating a degree of fit of said determined resources with said query based on said user'"'"'s context, and said associated resource selection parameters and relevant resource evaluation criteria; and

,

d) navigating between said first and second visual workspaces to thereby identify and improve selection logic and response sets fitted to said query.

9. The interactive method as claimed in claim 8, wherein said step b) includes the step of selecting and modifying said context attribute values to enable increased specificity and accuracy of a query'"'"'s search parameters.

10. The interactive method as claimed in claim 8, wherein said step b) further includes the step of enabling a user to select, sequence and weight said relevant evaluation criteria via said first visual workspace.

11. The interactive method as claimed in claim 8, wherein said step b) further includes the step of specifying minimum and maximum values for each said relevant criteria via said first visual workspace.

12. The interactive method as claimed in claim 8, wherein said step b) further includes the step of enabling user specification of inclusionary and exclusionary resource selection parameters associated with a selected context attribute provided in said first visual workspace.

13. A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform interactive method steps for querying a customer self service system that performs resource search and selection, said interactive method comprising the steps of:

a) enabling via a graphic interface, entry of a query and selection of one or more user context icons, each representing a context associated with the current user situation and having context attribute parameters associated therewith;

b) enabling, via a first visual workspace provided in said graphic interface, user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context and user specification of relevant resource evaluation criteria;

c) generating a resource response set for best matching a user'"'"'s query based upon user input context attribute values and user defined relevant resource selection criteria, and enabling user visualization of said response set via a second visual workspace in said graphic interface;

said step further including the step of indicating a degree of fit of said determined resources with said query based on said user'"'"'s context, and said associated resource selection parameters and relevant resource evaluation criteria; and

d) navigating between said first and second workspaces visual workspaces to thereby identify and improve selection logic and response sets fitted to said query.

14. The program storage device readable by machine as claimed in claim 13, wherein said step b) includes the step of selecting and modifying said context attribute values to enable increased specificity and accuracy of a query'"'"'s search parameters.

15. The program storage device readable by machine as claimed in claim 13, wherein said step b) further includes the step of enabling a user to select, sequence and weight said relevant evaluation criteria via said first visual workspace.

16. The program storage device readable by machine as claimed in claim 13, wherein said step b) further includes the step of specifying minimum and maximum values for each said relevant criteria via said first visual workspace.

17. The program storage device readable by machine as claimed in claim 13, wherein said step b) further includes the step of enabling user specification of inclusionary and exclusionary resource selection parameters associated with a selected context attribute value provided in said first visual workspace.