Integrated automatic user support and assistance
First Claim
1. A method of integrated automatic support and assistance, comprising:
- identifying a user, wherein identifying the user includes retrieving models representing a device, apparatus, service, or system operated by the user;
receiving a query or statement from the user, the query or statement being related to a question about or a problem with at least one component on the system;
determining a set of response time expectations based upon the received query or statement;
relaying the set of response time expectations to the user;
receiving feedback from the user based on the relaying;
determining a user satisfaction value from the feedback;
storing the user satisfaction value in the user profile for subsequent queries;
determining if the received query or statement is a machine translatable query or statement;
restructuring machine translatable terms of the received query or statement into semantic components based upon the retrieved models;
determining a set of candidate knowledge bases both internal and external to the assistance providing computer system related to the semantic components;
submitting the machine translatable query or statement to each knowledge base of the set of candidate knowledge bases;
receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting;
formatting the set of responses;
submitting the formatted set of responses to the user;
determining if a response of the submitted formatted set of responses is accepted by the user;
applying updated weights within the formatted set of responses; and
storing the updated weights for future queries.
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Accused Products
Abstract
A method of integrated automatic support and assistance includes identifying a user and retrieving models representing the user'"'"'s device, apparatus, service, or system, receiving a query from the user, as necessary refining the query, determining if the received query is a machine translatable query, restructuring machine translatable terms of the received query into semantic components based upon the retrieved models, determining a set of candidate knowledge bases both related to the semantic components, submitting the machine translatable query to each knowledge base of the set of candidate knowledge bases, receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting, formatting the set of responses, submitting the formatted set of responses to the user, determining if a response of the submitted formatted set of responses is accepted by the user, applying updated weights within the formatted set of responses, and storing the updated weights for future queries.
22 Citations
19 Claims
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1. A method of integrated automatic support and assistance, comprising:
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identifying a user, wherein identifying the user includes retrieving models representing a device, apparatus, service, or system operated by the user; receiving a query or statement from the user, the query or statement being related to a question about or a problem with at least one component on the system; determining a set of response time expectations based upon the received query or statement; relaying the set of response time expectations to the user; receiving feedback from the user based on the relaying; determining a user satisfaction value from the feedback; storing the user satisfaction value in the user profile for subsequent queries; determining if the received query or statement is a machine translatable query or statement; restructuring machine translatable terms of the received query or statement into semantic components based upon the retrieved models; determining a set of candidate knowledge bases both internal and external to the assistance providing computer system related to the semantic components; submitting the machine translatable query or statement to each knowledge base of the set of candidate knowledge bases; receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting; formatting the set of responses; submitting the formatted set of responses to the user; determining if a response of the submitted formatted set of responses is accepted by the user; applying updated weights within the formatted set of responses; and storing the updated weights for future queries. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer-implemented system of integrated automatic support and assistance, comprising:
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a user profile knowledge base in communication with an Al inference or semantic based engine, the user profile knowledge base storing a plurality of user information; a semantic enhanced search engine in communication with the Al inference or semantic based engine, the semantic enhanced search engine disposed to accept user queries from the Al or semantic based inference engine and to restructure the user queries into semantic components; wherein, the Al inference or semantic based engine is disposed to perform a method of integrated automatic support and assistance, the method comprising; identifying a user, wherein identifying the user includes retrieving models representing a system operated by the user; receiving a query or statement from the user through the Al inference or semantic based engine, the query or statement being related to a question about or a problem with at least one component on the system; determining a set of response time expectations based upon the received query or statement; relaying the set of response time expectations to the user; receiving feedback from the user based on the relaying; determining a user satisfaction value from the feedback; storing the user satisfaction value in the user profile for subsequent queries; determining if the received query or statement is a machine translatable query or statement; restructuring machine translatable terms of the received query or statement into semantic components based upon the retrieved models; determining a set of candidate knowledge bases both internal and external to the assistance providing system related to the semantic components; submitting the machine translatable query or statement to each knowledge base of the set of candidate knowledge bases; receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting; formatting the set of responses; submitting the formatted set of responses to the user through the Al inference or semantic based engine; determining if a response of the submitted formatted set of responses is accepted by the user; applying updated weights within the formatted set of responses; and storing the updated weights for future queries. - View Dependent Claims (14, 15, 16, 17, 18)
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19. A non-transitory computer readable storage medium including computer executable instructions that, when executed on a computer processor, direct the computer processor to perform a method of integrated automatic support and assistance, the method comprising:
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identifying a user, wherein identifying the user includes retrieving models representing the system operated by the user; receiving a query or statement from the user, the query or statement being related to a question about or a problem with at least one component on the system; determining a set of response time expectations based upon the received query or statement; relaying the set of response time expectations to the user; receiving feedback from the user based on the relaying; determining a user satisfaction value from the feedback; storing the user satisfaction value in the user profile for subsequent queries; determining if the received query or statement is a machine translatable query or statement; restructuring machine translatable terms of the received query or statement into semantic components based upon the retrieved models; determining a set of candidate knowledge bases both internal and external to the assistance providing system related to the semantic components; submitting the machine translatable query or statement to each knowledge base of the set of candidate knowledge bases; receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting; formatting the set of responses; submitting the formatted set of responses to the user; determining if a response of the submitted formatted set of responses is accepted by the user; applying updated weights within the formatted set of responses; and storing the updated weights for future queries.
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Specification