Method and apparatus for a frequently-asked questions portal workflow
First Claim
1. A method of building a frequently-asked questions (FAQ) portal, the method comprising:
- in a processor of an electronic device;
creating cluster labels, the cluster labels including predefined universal semantic labels and application-specific labels;
applying the cluster labels to clusters of queries within an FAQ application; and
adjusting the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries to enable automated clustering of queries and association with applicable answers to improve response time by the electronic device for providing a user with an answer to a query.
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Abstract
In FAQ based systems, associating questions with answers can be a time consuming task if performed manually. In one embodiment, a method of building a frequently-asked questions (FAQ) portal can include creating cluster labels. The labels can include predefined universal semantic labels and application-specific labels. The method can further include applying the cluster labels to clusters of queries within an FAQ application. The method can additionally include adjusting the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries. The method and system proposed herein allow for the automated clustering of queries and association with applicable answers, which leads to higher efficiencies for a faster response time for a user.
47 Citations
20 Claims
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1. A method of building a frequently-asked questions (FAQ) portal, the method comprising:
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in a processor of an electronic device; creating cluster labels, the cluster labels including predefined universal semantic labels and application-specific labels; applying the cluster labels to clusters of queries within an FAQ application; and adjusting the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries to enable automated clustering of queries and association with applicable answers to improve response time by the electronic device for providing a user with an answer to a query. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for building a frequently-asked questions (FAQ) portal, the system comprising:
an electronic device including at least one processor, the at least one processor configured to implement; a labeling module configured to create cluster labels, the cluster labels including predefined universal semantic labels and application-specific labels; a label application module configured to apply the cluster labels to clusters of queries within an FAQ application; and an adjustment module configured to adjust the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries to enable automated clustering of queries and association with applicable answers to improve response time by the electronic device for providing a user with an answer to a query. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer-readable medium configured to store instructions for building a frequently-asked questions (FAQ)-portal, the instructions, when loaded and executed by a processor, causes the processor to:
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create cluster labels, the cluster labels including predefined universal semantic labels and application-specific labels; apply the cluster labels to clusters of queries within an FAQ application; and adjust the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification