Web-based customer service interface
US10055501B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 6, 2015 |
| Grant date | Aug 21, 2018 |
| Priority date | — |
| Expiry date | Aug 22, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/9558
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.