WEB-BASED CUSTOMER SERVICE INTERFACE
First Claim
1. A method for processing an electronic query, comprising:
- receiving an electronic query from a client at a server, wherein the server is configured for;
analyzing the query using a language modeling engine and a knowledge base to compute match scores and to classify the query into one or more predefined categories stored in the knowledge base based upon the match scores, wherein each of the predefined categories is associated with a suggested response;
determining if the query meets any of one or more predetermined threshold levels for an automated response, based upon the match scores;
transmitting a suggested response page to the client, if the query does meet any of the predetermined threshold levels for the automated response, wherein the suggested response page includes the suggested response associated with each of the predefined categories with an associated match score greater than or equal to a corresponding one of the predetermined threshold levels; and
otherwise routing the query to an agent for further analysis, if the query does not meet any of the predetermined threshold levels for the automated response, wherein the client is sent a confirmation page confirming that the query is being routed to the agent for further analysis, and the agent subsequently replies to the query.
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Abstract
A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.
15 Citations
20 Claims
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1. A method for processing an electronic query, comprising:
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receiving an electronic query from a client at a server, wherein the server is configured for; analyzing the query using a language modeling engine and a knowledge base to compute match scores and to classify the query into one or more predefined categories stored in the knowledge base based upon the match scores, wherein each of the predefined categories is associated with a suggested response; determining if the query meets any of one or more predetermined threshold levels for an automated response, based upon the match scores; transmitting a suggested response page to the client, if the query does meet any of the predetermined threshold levels for the automated response, wherein the suggested response page includes the suggested response associated with each of the predefined categories with an associated match score greater than or equal to a corresponding one of the predetermined threshold levels; and otherwise routing the query to an agent for further analysis, if the query does not meet any of the predetermined threshold levels for the automated response, wherein the client is sent a confirmation page confirming that the query is being routed to the agent for further analysis, and the agent subsequently replies to the query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A system for processing an electronic query, comprising:
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a server for receiving an electronic query from a client, wherein the server is configured for; analyzing the query using a language modeling engine and a knowledge base to compute match scores and to classify the query into one or more predefined categories stored in the knowledge base based upon the match scores, wherein each of the predefined categories is associated with a suggested response; determining if the query meets any of one or more predetermined threshold levels for an automated response, based upon the match scores; transmitting a suggested response page to the client, if the query does meet any of the predetermined threshold levels for the automated response, wherein the suggested response page includes the suggested response associated with each of the predefined categories with an associated match score greater than or equal to a corresponding one of the predetermined threshold levels; and otherwise routing the query to an agent for further analysis, if the query does not meet any of the predetermined threshold levels for the automated response, wherein the client is sent a confirmation page confirming that the query is being routed to the agent for further analysis, and the agent subsequently replies to the query.
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Specification