公开(公告)号：US06701311B2

公开(公告)日：2004-03-02

申请号：US09778146

申请日：2001-02-07

申请人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

发明人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

IPC分类号： G06F1730

CPC分类号： G06F17/30864 ,  Y10S707/99933 ,  Y10S707/99935 ,  Y10S707/99945 ,  Y10S707/99952

摘要： A customer self service system and method for performing resource search and selection. The method includes steps of providing an interface enabling entry of a query for a resource and specification of one or more user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith; enabling user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context; searching a resource database and generating a resource response set having resources that best match a user's query, user context attributes and user defined relevant resource selection criteria; presenting said resource response set to the user in a manner whereby a relevance of each of the resources being expressed in terms of user context in a manner optimized to facilitate resource selection; and, enabling continued user selection and modification of context attribute values to enable increased specificity and accuracy of a user's query to thereby result in improved selection logic and attainment of resource response sets best fitted to the query. More particularly, adaptive algorithms and supervised and unsupervised learning sub-processes are implemented to enable the self service resource search and selection system to learn from each and all users and make that learning operationally benefit all users over time.

摘要翻译： 用于执行资源搜索和选择的客户自助系统和方法。 该方法包括以下步骤：提供能够输入资源的查询和指定一个或多个用户上下文元素的接口，每个元素表示与当前用户状态相关联的上下文并具有与其相关联的上下文属性和属性值; 使用户能够根据用户上下文来指定相关的资源选择标准，以便能够表达资源结果的相关性; 搜索资源数据库并生成具有与用户查询，用户上下文属性和用户定义的相关资源选择标准最匹配的资源的资源响应集合; 以如下方式呈现所述资源响应集，所述方式使得根据用户上下文来表达每个资源的相关性以优化的方式来促进资源选择; 并且允许继续用户选择和修改上下文属性值，以使得用户查询的特异性和准确度增加，从而导致改进的选择逻辑和获得最适合查询的资源响应集。 更具体地，实现自适应算法和监督和无监督的学习子过程，以使得自助服务资源搜索和选择系统能够从每个和所有用户学习，并使得该学习随着时间的推移对所有用户进行操作上的益处。

公开(公告)号：US06853998B2

公开(公告)日：2005-02-08

申请号：US09778378

申请日：2001-02-07

申请人： Debra L. Biebesheimer ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

发明人： Debra L. Biebesheimer ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

IPC分类号： G06F17/30 ,  G06F17/001

CPC分类号： G06F17/30528 ,  G06F17/3053 ,  Y10S707/99934 ,  Y10S707/99935 ,  Y10S707/99936 ,  Y10S707/99942 ,  Y10S707/99943

摘要： A system and method for classifying user context in a customer self service system that performs resource search and selection and includes a context attribute database comprising types of user contexts and one or more context attributes associated with each user context for processing by the system, and context attribute function database comprising functions for computing values for each context attribute. The classifying system comprises a computing device for receiving a user query and a context vector comprising data associating an interaction state with the user and, processing the query and context vector against data included in the context attribute database and context attribute function database for predicting a particular user context. The classifier populates the user context vector with context parameters specifying a user interaction state for use in a subsequent resource search. The result of this invention is an ability to relieve the user of the nonproductive work of describing their context and the ability to improve the search value by including criteria derived from both data and behaviors in the general population which may be unknown to the user. The system and method is especially applicable for a self service system in a variety of customer self service domains including education, real estate and travel.

摘要翻译： 一种用于对执行资源搜索和选择的客户自助服务系统中的用户上下文进行分类的系统和方法，并且包括上下文属性数据库，该上下文属性数据库包括用户上下文的类型以及与每个用户上下文相关联的一个或多个上下文属性以供系统处理， 属性函数数据库包括用于计算每个上下文属性的值的函数。 分类系统包括用于接收用户查询的计算设备和包括将交互状态与用户相关联的数据的上下文向量，以及针对包括在上下文属性数据库中的数据和上下文属性功能数据库处理查询和上下文向量以预测特定的 用户上下文。 分类器使用指定用户交互状态的上下文参数填充用户上下文向量，以用于后续资源搜索。 本发明的结果是减轻用户描述其上下文的非生产性工作的能力，以及通过在普通人群中从数据和行为导出的准则包括用户可能未知的标准来提高搜索价值的能力。 该系统和方法特别适用于各种客户自助服务领域的自助服务体系，包括教育，房地产和旅游。

公开(公告)号：US06778193B2

公开(公告)日：2004-08-17

申请号：US09778136

申请日：2001-02-07

申请人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

发明人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

IPC分类号： G06F1500

CPC分类号： G06F17/30528 ,  G06F17/3053

摘要： A graphical user interface for a customer self service system that performs resource search and selection. The interface comprises an entry field enabling entry of a query for a resource and selection of one or more user context icons, each representing a context associated with the current user situation, and having context attributes associated therewith; a first visual workspace is provided for visualizing and exploring the set of resources that the customer self service system has determined to match the user's query, the system indicating a degree of fit of the determined resources with the query, based on the user's context, associated resource selection parameters and associated relevant resource evaluation criteria utilized by a search mechanism in the system; and, a second visual workspace including detail specification workspace for enabling user to select and modify user context attribute values and further relevant resource evaluation criteria; and a mechanism for enabling the user to continuously navigate among the first and second visual workspaces to enable increased specificity and accuracy of query's search parameters and resource evaluation criteria and thereby identify and improve selection logic and response sets fitted to a query. The graphical user interface permits user interactivity for querying a customer self service system and enhancing response set results for a variety of self service domains including education, real estate and travel.

摘要翻译： 用于执行资源搜索和选择的客户自助服务系统的图形用户界面。 所述界面包括能够输入资源的查询和对一个或多个用户上下文图标的选择的条目字段，每个用户上下文图标表示与当前用户情况相关联的上下文，并且具有与之相关联的上下文属性; 提供了第一视觉工作空间，用于可视化和探索客户自助服务系统已经确定与用户的查询相匹配的资源集合，该系统基于用户的上下文，指示所确定的资源与查询的拟合程度，相关联的 资源选择参数和系统中搜索机制使用的相关资源评估标准; 以及第二视觉工作空间，其包括用于使用户能够选择和修改用户上下文属性值以及进一步的相关资源评估标准的细节规范工作空间; 以及用于使得用户能够在第一和第二视觉工作空间之间连续导航以使查询的搜索参数和资源评估标准更高的特异性和准确性，从而识别和改进与查询相匹配的选择逻辑和响应集的机制。 图形用户界面允许用户交互以查询客户自助服务系统，并增强各种自助服务领域（包括教育，房地产和旅行）的响应集结果。

公开(公告)号：US06693651B2

公开(公告)日：2004-02-17

申请号：US09778147

申请日：2001-02-07

申请人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

发明人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Mark E. Podlaseck ,  Stephen J. Rolando

IPC分类号： G09G500

CPC分类号： G06F17/30696

摘要： A graphical user interface for a customer self service system that performs resource search and selection including a system and method for controlling a display of resources resulting from a query initiated by a user of the system. The system and method for controlling the display includes the steps of: enabling via a first graphic interface, entry of a query and selection of one or more user context icons, each representing a context associated with the current user situation and having context attribute parameters associated therewith; enabling, via a second graphic interface, user specification of relevant resource selection criteria for enabling expression of relevance of resource results in terms of user context; searching a resource database and generating a resource response set for best matching a user's query, user context attributes and user defined relevant resource selection criteria; and, displaying via a third graphic interface, the response set of resources that the customer self service system has determined to match the user's query based on the user's context, attributes and user defined resource selection criteria utilized in search. Central to the system is the expression of the relevance of results in terms of user context in a manner optimized to facilitate resource selection.

摘要翻译： 用于执行资源搜索和选择的客户自助服务系统的图形用户界面，包括用于控制由系统的用户启动的查询产生的资源的显示的系统和方法。 用于控制显示器的系统和方法包括以下步骤：通过第一图形界面启用查询的输入和一个或多个用户上下文图标的选择，每个用户上下文图标表示与当前用户情况相关联的上下文，并且具有关联的上下文属性参数 与; 通过第二图形界面，使用户能够根据用户上下文来指定相关的资源选择标准，以便表达资源结果的相关性; 搜索资源数据库并生成用于最佳匹配用户查询，用户上下文属性和用户定义的相关资源选择标准的资源响应集合; 并且经由第三图形界面显示客户自助服务系统基于用户的上下文，属性和在搜索中使用的用户定义的资源选择标准来确定与用户的查询相匹配的资源的响应集合。 系统的核心是以优化的方式在用户上下文中表达结果的相关性，以促进资源选择。

公开(公告)号：US06643639B2

公开(公告)日：2003-11-04

申请号：US09778135

申请日：2001-02-07

申请人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Stephen J. Rolando

发明人： Debra L. Biebesheimer ,  Donn P. Jasura ,  Neal M. Keller ,  Daniel A. Oblinger ,  Stephen J. Rolando

IPC分类号： G06F1730

CPC分类号： G06F17/30867 ,  Y10S707/99933

摘要： An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection and includes a resource library having selectable resources. The method includes steps of: receiving a current user query for requesting resources; receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; mapping each user query and associated context vector to a sub-set of resources from the resource library; and, generating a response set including the sub-set of resources that are most relevant to the user's query. An adaptive indexing function implementing a supervised learning algorithm is applied for increasing the value of search results for a current user in their context and for enhancing and optimizing the performance of the resource indexing functions by increasing their relevance and specificity for mapping user queries to resources.

摘要翻译： 一种用于执行资源搜索和选择的客户自助服务系统的自适应资源索引和查找方法，并且包括具有可选资源的资源库。 该方法包括以下步骤：接收用于请求资源的当前用户查询; 接收与当前用户查询相关联的用户上下文向量，所述用户上下文向量包括将交互状态与所述用户相关联的数据; 将每个用户查询和相关联的上下文向量从资源库映射到资源的子集; 并且生成包括与用户查询最相关的资源子集的响应集合。 应用实施监督学习算法的自适应索引功能，用于增加当前用户在其上下文中的搜索结果的值，并且通过增加资源索引函数的性能，通过增加它们将用户查询映射到资源的相关性和特异性来增强和优化。