公开(公告)号：US10810600B2

公开(公告)日：2020-10-20

申请号：US15175711

申请日：2016-06-07

申请人： BMC SOFTWARE, INC.

发明人： Thomas L. Adrian ,  Cedric Young ,  Peter Adams ,  Jek-Sun Wong ,  Sun Chun Chu ,  Dinesh Elaprolu ,  Brian Zaik ,  Sameer Mardhekar

IPC分类号： G06Q30/00 ,  G06F16/9535

摘要： In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.