Adaptive multi-channel answering service for knowledge management systems
US7904414B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 2, 2007 |
| Grant date | Mar 8, 2011 |
| Priority date | — |
| Expiry date | Nov 25, 2028 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/243
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present invention address deficiencies of the art in respect to inquiry resolution for KM systems and provide a method, system and computer program product for multi-channel answering services for inquiry resolution in a KM system. In an exemplary embodiment of the invention, a method for multi-channel answering services for inquiry resolution in a KM system can include receiving a request for interaction with an answering server of the KM system, extracting question text from the request along with question text meta-data, and deducing a context for the question text from the question text meta-data. Thereafter, the context can be analyzed to determine a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server. Finally, the answer content can be provided for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.