Method and apparatus for matching customer symptoms with a database of content solutions
First Claim
1. A method of using a solution-based search query formed from a symptom-based search query for searching a solution-based document database, comprising:
- identifying at least one symptom-based search term within said symptom-based search query, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment;
searching within a synonym database for a match to said at least one symptom-based search term, said synonym database comprised of symptom-based terms correlating to solution-based synonyms and said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database;
replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form said solution-based search query; and
searching said solution-based document database with said solution-based search query, at least one of said solution-based documents of said solution-based document database providing corrective information for said at least one of said perceived condition and said anomalous behavior of said technical environment.
3 Assignments
0 Petitions
Accused Products
Abstract
A method of forming a solution-based search query from a symptom-based search query for searching a solution-based document database is presented. A user query comprised of perceived symptom-based search terms is preprocessed to remove extraneous terms. The remaining search query is evaluated to identify symptom-based terminology. The symptom-based terminology is used to access a synonym database which matches the symptom-based search term with a solution-based search term. The solution-based search term is substituted into the original search term and the solution-based search query is entered into a search engine for identification of solution-based documents.
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Citations
15 Claims
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1. A method of using a solution-based search query formed from a symptom-based search query for searching a solution-based document database, comprising:
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identifying at least one symptom-based search term within said symptom-based search query, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment; searching within a synonym database for a match to said at least one symptom-based search term, said synonym database comprised of symptom-based terms correlating to solution-based synonyms and said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database; replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form said solution-based search query; and searching said solution-based document database with said solution-based search query, at least one of said solution-based documents of said solution-based document database providing corrective information for said at least one of said perceived condition and said anomalous behavior of said technical environment. - View Dependent Claims (2, 3, 4, 5)
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6. A method of searching a document database, comprising:
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entering a symptom-based search query for searching a solution-based document database, said symptom-based search query describing a perceived condition or anomalous behavior of technical equipment; identifying at least one symptom-based search term within said symptom-based search query; firstly, searching for a match to said at least one symptom-based search term within a synonym database comprised of symptom-based terms correlating to solution-based synonyms, said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database; replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form a solution-based search query; and secondly, searching said solution-based document database using said solution-based search query, at least one of said solution-based documents of said solution-based document database providing information for remedying said perceived condition or anomalous behavior of said technical equipment. - View Dependent Claims (7, 8, 9, 10, 11)
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12. A method of accessing a solution-based document database having solution-based documents therein, comprising the steps of:
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correspondingly associating symptom attributes to said solution-based documents in said solution-based document database, said solution-based documents providing corrective information for perceived conditions and anomalous behaviors of technical environments; creating a synonym database comprised of solution-based synonyms which correlate said symptom attributes with at least one symptom-based search term; entering a symptom-based search query for searching said solution-based document database, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment; identifying at least one symptom-based search term within said symptom-based search query; searching for a match to said at least one symptom-based search term within said synonym database comprised of symptom-based terms correlating to solution-based synonyms, said solution-based synonyms corresponding to metatags associated with said solution-based documents of said solution-based document database; and replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said Metatags of at least one of said solution-based documents to form a solution-based search query. - View Dependent Claims (13, 14, 15)
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Specification