System and method for providing an intelligent multi-step dialog with a user
US7539656B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 6, 2001 |
| Grant date | May 26, 2009 |
| Priority date | — |
| Expiry date | Jun 25, 2024 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99945
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and system are disclosed for retrieving information through the use of a multi-stage interaction with a client to identify particular knowledge content associated with a knowledge map. The present invention is an application program running on a server accessed via the world-wide web or other data network using standard Internet protocols, a web browser and web server software. In addition to an automated portion, the present invention allows a human dialog designer to model the way the system elicits information, giving a human feel to the dialog and a better customer experience. In operation, users start a dialog by directing their web browser to a designated web page. This web page asks the user some initial questions that are then passed to a dialog engine. The dialog engine then applies its methods and algorithms to a knowledge map, using dialog control information and the user's responses to provide feedback to the user. The feedback may include follow-up questions, relevant documents, and instructions to the user (e.g., instructions to contact a human customer service representative). This dialog engine response is rendered as a web page and returned to the user's w…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.