Automated self-service user support based on ontology analysis
US10162885B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 29, 2018 |
| Grant date | Dec 25, 2018 |
| Priority date | — |
| Expiry date | May 29, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/30
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for providing information to a user in response to a received user query. A natural language analysis generates substrings relevant to an input user query pertaining to a problem a user experiences with a product or service. An ontology analysis outputs: terms of an ontology matching the relevant generated substrings; and relationships between the terms. Elements of a perfect or complete query are captured and include information pertaining to the user's problem. The input user query is refined based on the outputted terms and relationships between the terms. A search query is performed, based on the refined user query. The results of the search are provided to the user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.