Method and apparatus for identifying customer service and duplicate questions in an online consultation system

• US 9,275,038 B2
• Filed: 05/04/2012
• Issued: 03/01/2016
• Est. Priority Date: 05/04/2012
• Status: Active Grant

• Current Assignee: Pearl.com LLC (JustAnswer LLC)
• Original Assignee: Pearl.com LLC (JustAnswer LLC)
• Inventors: Bierner, Gann, Cooper, Edwin
• Primary Examiner(s): Gaffin, Jeffrey A.
• Assistant Examiner(s): Smith, Paulinho E
• Application Number:
  US13/464,287
• Publication Number:
  US 20130297545A1
• Time in Patent Office: 1,397 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06F 40/289 Phrasal analysis, e.g. finite state techniques or chunking
• CPC Class Codes: G06Q 50/00 Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism healthcare informatics G16H

Abstract

Embodiments of the present invention provide for a method of identifying customer service and duplicate questions submitted by a user to a consultation system by creating a model from features extracted from questions previously identified as customer service questions, extracting features from a newly submitted question by performing phrasal analysis of the question, comparing the extracted features of the newly submitted question to the extracted features of the model, and determining whether the newly submitted question is a customer service question.

Claims

1. A method of identifying customer service and duplicate questions submitted by a user to a consultation system, the method comprising:

creating a model from features extracted from questions previously identified as customer service questions, wherein customer service questions would relate to at least one of;

users accounts or profile related questions, refunds, and help questions with regards to using the online consultation system;

extracting features from a newly submitted question by performing phrasal analysis of the question;

comparing the extracted features of the newly submitted question to the extracted features of the model;

determining whether the newly submitted question is a customer service question;

wherein identifying a customer service question further comprises;

requesting confirmation from the user that the newly submitted question is a customer service question, and

in response to a positive confirmation, routing the newly submitted question to a customer service department; and

in response to a negative confirmation by the user, initiating a duplicate question determination process to determine if the newly submitted question is a duplicate or near duplicate of previously submitted question;

requesting verification from the user that the newly submitted question is a duplicate or near duplicate of a previously submitted question; and

offering to provide to the user the answer to the previously submitted question for a reduced fee.