公开(公告)号：US07539656B2

公开(公告)日：2009-05-26

申请号：US09798964

申请日：2001-03-06

申请人： Raya Fratkina ,  Monica Anderson ,  Mark A. Angel ,  Max Copperman ,  Scott B. Huffman ,  David Kay ,  Robert Stern

发明人： Raya Fratkina ,  Monica Anderson ,  Mark A. Angel ,  Max Copperman ,  Scott B. Huffman ,  David Kay ,  Robert Stern

IPC分类号： G06F17/00 ,  G06F17/30 ,  G06N5/00

CPC分类号： G06F17/30654 ,  G06F17/30873 ,  G06N5/042 ,  Y10S707/99933 ,  Y10S707/99945

摘要： 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 web browser. The user can then respond further to the follow-up questions he or she is presented, and the cycle repeats. The invention can be implemented so that it can interact with customers through a wide variety of communication channels including the Internet, wireless devices (e.g., telephone, pager, etc.), handheld devices such as a Personal Data Assistant (PDA), email, and via a telephone where the automated system is delivered using an interactive voice response (IVR) and/or speech-recognition system.

摘要翻译： 公开了一种用于通过使用与客户端的多阶段交互来检索信息以识别与知识图相关联的特定知识内容的方法和系统。 本发明是在通过世界范围的网络或其他数据网络使用标准互联网协议访问的服务器上运行的应用程序，网络浏览器和web服务器软件。 除了自动化部分之外，本发明允许人对话设计者对系统引出信息的方式进行建模，给出对人的感觉和更好的客户体验。 在操作中，用户通过将其浏览器指向指定的网页来开始对话。 该网页向用户询问一些初始问题，然后传递给对话框引擎。 然后，对话框引擎将其方法和算法应用于知识图，使用对话控制信息\和用户的响应来向用户提供反馈。 反馈可以包括对用户的后续问题，相关文档和指令（例如，联系人类客户服务代表的指令）。 此对话框引擎响应呈现为网页并返回到用户的Web浏览器。 用户可以进一步响应他或她所呈现的后续问题，循环重复。 可以实现本发明，使得其可以通过包括因特网，无线设备（例如，电话，寻呼机等），诸如个人数据助理（PDA），电子邮件等手持设备的各种通信信道与客户进行交互， 以及通过使用交互式语音响应（IVR）和/或语音识别系统传送自动系统的电话。