METHOD AND SYSTEM FOR AUTOMATIC RESOLUTION OF USER QUERIES

• US 20170075988A1
• Filed: 09/09/2016
• Published: 03/16/2017
• Est. Priority Date: 09/10/2015
• Status: Active Grant

• Current Assignee: Senseforth, Inc.
• Original Assignee: Senseforth Technologies Private Limited
• Inventors: Kadiri, Krishna, Marri, Shridhar, Radhakrishnan, Ritesh, CV, Suryaprakash, Khazi, Tousif
• Granted Patent: US 10,776,700 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06N 5/02 Knowledge representation; Symbolic representation

Abstract

The present disclosure relates to a method and system for automatic resolution of user queries by a query resolution system. The query resolution system receives user queries from a plurality of input sources, where the user queries are in a natural language. Further, the query resolution system determines user intent by analysing the user queries. Upon determination of user intent, the query resolution system resolves the user queries dynamically by performing one of providing a response for the user queries by retrieving information from one of a database and external data sources based on the user intent and routing the user queries to a query domain resource for resolving the user queries, where the query domain resources is determined based on the user intent.

Claims

1. A method for automatic resolution of user queries, the method comprising:

receiving, by a query resolution system, user queries from a plurality of input sources, wherein the user queries are in a natural language;

determining, by the query resolution system, user intent by analysing the user queries; and

resolving, by the query resolution system, the user queries dynamically by performing one of;

providing, by the query resolution system, a response for the user queries by retrieving information from one of a database and external data sources based on the user intent; and

routing, by the query resolution system, the user queries to a query domain resource for resolving the user queries, wherein the query domain resource is determined based on the user intent.

2. The method as claimed in claim 1, wherein the user intent comprises at least one of information on entities present in the user queries, information on metadata extracted from the user queries domain specific information associated with the user queries or user emotion information.

3. The method as claimed in claim 1, wherein analysing the user queries comprises identification of tokenized user queries, splitting of user queries sentences, content boundary identification, identification of declensions, clauses, actions, negation, orthographic co-reference on noun phrases and subject of the user queries sentences, tagging of part of speech in the user queries, verb phrase identification, identification of type of sentences used in user queries, status of user queries and identification of concepts, synonym details and indirect references in the user queries.

4. The method as claimed in claim 1, wherein the user queries are analysed by cognitive computing techniques.

5. The method as claimed in claim 1 further comprising determining a need for ticketing the user queries based on the user intent.

6. The method as claimed in claim 5 further comprising assigning a ticket to the user queries based on the need for ticketing.

7. The method as claimed in claim 1 further comprising generating insights information based on a plurality of user queries and corresponding responses received over a period of time.

8. The method as claimed in claim 1 further comprising assigning a priority to the user queries based on the user intent, historical data for similar type of queries and information from media sources.

9. A query resolution system for automatic resolution of user queries, comprising:

a processor; and

a memory communicatively coupled to the processor, wherein the memory stores processor instructions, which, on execution, causes the processor to;

receive user queries from a plurality of input sources, wherein the user queries are in a natural language;

determine user intent by analysing the user queries; and

resolve the user queries dynamically by performing one of;

providing a response for the user queries by retrieving information from one of a database and external data sources based on the user intent; and

routing the user queries to a query domain resource for resolving the user queries, wherein the query domain resource is determined based on the user intent.

10. The query resolution system as claimed in claim 9, wherein the user intent comprises at least one of information on entities present in the user queries, information on metadata extracted from the user queries domain specific information associated with the user queries or user emotion information.

11. The query resolution system as claimed in claim 9, wherein analysing the user queries comprises identification of tokenized user queries, splitting of user queries sentences, content boundary identification, identification of declensions, clauses, actions, negation, orthographic co-reference on noun phrases and subject of the user queries sentences, tagging of part of speech in the user queries, verb phrase identification, identification of type of sentences used in user queries, status of user queries and identification of concepts, synonym details and indirect references in the user queries.

12. The query resolution system as claimed in claim 9, wherein then processor analysis the user queries by cognitive computing techniques.

13. The query resolution system as claimed in claim 9, wherein the processor further determines a need for ticketing the user queries based on the user intent.

14. The query resolution system as claimed in claim 13, wherein the processor further assigns a ticket to the user queries based on the need for ticketing.

15. The query resolution system as claimed in claim 9, wherein the processor further generates insights information based on a plurality of user queries and corresponding responses received over a period of time.

16. The query resolution system as claimed in claim 9, wherein the processor further assigns a priority to the user queries based on the user intent, historical data for similar type of queries and information from media sources.