Method and apparatus for managing natural language queries of customers
First Claim
1. A computer-implemented method, comprising:
- receiving, by a processor, a natural language query provided by a customer on an enterprise interaction channel;
performing a multi-step search by;
in a first step of the multi-step search, determining, by the processor, when a question-answer (QA) domain is relevant to the natural language query, the relevancy of the QA domain determined from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a top-level natural language model associated with a multi-level framework of natural language models, wherein each QA domain is associated with one or more sub-domains and each sub-domain from among the one or more sub-domains is associated with at least one respective lower-level natural language model;
in a second step subsequent to the first step of the multi-step search, for the QA domain determined to be relevant to the natural language query, identifying, by the processor, at least one sub-domain comprising one or more questions substantially similar to the natural language query, the at least one sub-domain identified by analyzing questions associated with the each sub-domain of the QA domain in relation to the natural language query, the questions analyzed using the at least one respective lower-level natural language model;
in a third step subsequent to the second step, determining, by the processor, when at least one question from among the one or more questions of the at least one sub-domain is associated with a query matching metric of greater than a predefined threshold value, wherein the query matching metric is generated by comparing individual words and a sequence of words of the natural language query with the one or more questions; and
effecting, by the processor, a provisioning of a response to the customer on the enterprise interaction channel when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value.
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Abstract
A computer-implemented method and an apparatus manage natural language queries of customers. A natural language query provided by a customer on an enterprise interaction channel is received. The natural language query is analyzed to determine if an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a multi-level framework of natural language models. An answer to the natural language query is provided to the customer on the enterprise interaction channel if such an answer in available in the plurality of QA domains. If an answer is not available, then an appropriate response is provided to the customer to assist the customer.
28 Citations
25 Claims
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1. A computer-implemented method, comprising:
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receiving, by a processor, a natural language query provided by a customer on an enterprise interaction channel; performing a multi-step search by; in a first step of the multi-step search, determining, by the processor, when a question-answer (QA) domain is relevant to the natural language query, the relevancy of the QA domain determined from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a top-level natural language model associated with a multi-level framework of natural language models, wherein each QA domain is associated with one or more sub-domains and each sub-domain from among the one or more sub-domains is associated with at least one respective lower-level natural language model; in a second step subsequent to the first step of the multi-step search, for the QA domain determined to be relevant to the natural language query, identifying, by the processor, at least one sub-domain comprising one or more questions substantially similar to the natural language query, the at least one sub-domain identified by analyzing questions associated with the each sub-domain of the QA domain in relation to the natural language query, the questions analyzed using the at least one respective lower-level natural language model; in a third step subsequent to the second step, determining, by the processor, when at least one question from among the one or more questions of the at least one sub-domain is associated with a query matching metric of greater than a predefined threshold value, wherein the query matching metric is generated by comparing individual words and a sequence of words of the natural language query with the one or more questions; and effecting, by the processor, a provisioning of a response to the customer on the enterprise interaction channel when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 25)
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12. An apparatus, comprising:
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at least one processor; and a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to; receive a natural language query provided by a customer on an enterprise interaction channel; perform a multi-step search by; in a first step of the multi-step search, determine when a question-answer (QA) domain is relevant to the natural language query, the relevancy of the QA domain determined from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a top-level natural language model associated with a multi-level framework of natural language models, wherein each QA domain is associated with one or more sub-domains and each sub-domain from among the one or more sub-domains is associated with at least one respective lower-level natural language model; in a second step subsequent to the first step of the multi-step search, for the QA domain determined to be relevant to the natural language query, identify at least one sub-domain comprising one or more questions substantially similar to the natural language query, the at least one sub-domain identified by analyzing questions associated with the each sub-domain of the QA domain in relation to the natural language query, the questions analyzed using the at least one respective lower level natural language model; in a third step subsequent to the second step of the multi-step search, determine when at least one question from among the one or more questions of the at least one sub-domain is associated with a query matching metric of greater than a predefined threshold value, wherein the query matching metric is generated by comparing individual words and a sequence of words of the natural language query with the one or more questions; and effect a provisioning of a response to the customer on the enterprise interaction channel when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A computer-implemented method, comprising:
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causing, by a processor, display of a chat widget offering chat assistance on one or more webpages of an enterprise website; in response to customer input corresponding to the chat widget on a webpage of the enterprise website, causing display of a dialog screen, by the processor, on the webpage; receiving, by the processor, a natural language query provided as an input by a customer in the dialog screen; performing a multi-step search by; in a first step of the multi-step search, determining, by the processor, when an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a hierarchical framework of natural language models in a second step subsequent to the first step, determining, by the processor, when at least one question from among one or more questions of the at least one QA domain is associated with a query matching metric of greater than a predefined threshold value, wherein the query matching metric is generated by comparing individual words and a sequence of words of the natural language query with the one or more questions; and effecting, by the processor, a provisioning of a response to the customer in the dialog screen when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value. - View Dependent Claims (20, 21, 22, 23, 24)
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Specification