Customer self service subsystem for response set ordering and annotation
DC CAFCFirst Claim
1. A resource results annotator for a customer self service system that performs resource search and selection comprising:
- mechanism for receiving a resource response set of results obtained in response to a current user query;
mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user and including context that is a function of the user; and
, an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations for controlling the presentation of the resources to the user, wherein the ordering and annotation function is executed interactively at the time of each user query.
1 Assignment
Litigations
2 Petitions
Accused Products
Abstract
A system and method for annotating resource results obtained in a customer self service system that performs resource search and selection. The method comprising the steps of: receiving a resource response set of results obtained in response to a current user query and receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; applying an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations; and, controlling the presentation of the resource response set to the user according to the annotations, wherein the ordering and annotation function is executed interactively at the time of each user query. In an off-line process, a supervised learning algorithm is implemented for receiving user interaction data from among a database of user interaction records and an annotation scoring metric representing a measure of performance in locating resource response results displayed via a graphical interface. The algorithm generates ordering and annotation functions which are adaptable based on history of user interactions as provided in the database of user interaction records. The result of this invention is the ability to drive visualization systems for presenting resource response results in the most beneficial and meaningful way to the user via an interface when performing search and resource selection. The system and method is especially applicable for a self service system in a variety of customer self service domains including education, real estate and travel.
171 Citations
28 Claims
-
1. A resource results annotator for a customer self service system that performs resource search and selection comprising:
-
mechanism for receiving a resource response set of results obtained in response to a current user query;
mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user and including context that is a function of the user; and
,an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations for controlling the presentation of the resources to the user, wherein the ordering and annotation function is executed interactively at the time of each user query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
-
-
14. A method for annotating resource results obtained in a customer self service system that performs resource search and selection, said method comprising the steps of:
-
a) receiving a resource response set of results obtained in response to a current user query;
b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user and including context that is a function of the user;
c) applying an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations; and
,d) controlling the presentation of the resource response set to the user according to said annotations, wherein the ordering and annotation function is executed interactively at the time of each user query. - View Dependent Claims (15, 16, 17, 18, 19, 20)
receiving user interaction data from among said database of user interaction records and an annotation scoring metric representing a measure of performance in locating resource response results displayed via said graphical interface; and
,generating said ordering and annotation function, said annotation function being adaptable based on history of user interactions as provided in said database of user interaction records.
-
-
18. The method as claimed in claim 17, wherein said step of generating said ordering and annotation function is performed off-line.
-
19. The method as claimed in claim 17, further including implementing a supervised learning algorithm for generating said ordering and annotation function.
-
20. The method as claimed in claim 18, wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing said annotation scoring metric as measured by said user interaction feedback.
-
21. A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for annotating resource results obtained in a customer self service system that performs resource search and selection, said method comprising the steps of:
-
a) receiving a resource response set of results obtained in response to a current user query;
b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user and including context tat is a function of the user;
c) applying an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations; and
,d) controlling the presentation of the resource response set to the user according to said annotations, wherein the ordering and annotation function is executed interactively at the time of each user query. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
receiving user interaction data from among said database of user interaction records and an annotation scoring metric representing a measure of performance in locating resource response results displayed via said graphical interface; and
,generating said ordering arid annotation function, said annotation function being adaptable based on history of user interactions as provided in said database of user interaction records.
-
-
26. The program storage device readable by machine as claimed in claim 21, wherein said step of generating said ordering and annotation function is performed off-line.
-
27. The program storage device readable by machine as claimed in claim 25, further including implementing a supervised learning algorithm for generating said ordering and annotation function.
-
28. The method as claimed in claim 26, wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing said annotation scoring metric as measured by said user interaction feedback.
Specification