公开(公告)号：US08819013B2

公开(公告)日：2014-08-26

申请号：US13666811

申请日：2012-11-01

Applicant: Google Inc.

Inventor： Kirill Buryak ,  Glenn Lewis ,  Nadav Benbarak ,  Aner Ben-Artzi ,  Jun Peng

IPC: G06F17/30

CPC classification number: G06F17/30643 ,  G06F17/30011 ,  G06F17/30029 ,  G06F17/30038 ,  G06F17/30598 ,  G06F17/30663 ,  G06F17/30867

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

Abstract translation: 方法，系统和装置，包括在计算机可读存储介质上编码的计算机程序，以及响应于用户反馈项自动提供支持解决方案的方法。 该方法包括接收用户反馈项目和相应的支持解决方案。 该方法还包括使用聚类技术来识别用户反馈项目和相应的支持解决方案之间的关联。 该方法还包括将所识别的关联存储为将用户反馈项与相应的支持解相关联的项目解决方案模型。 该方法还包括接收新的用户反馈项目。 所述方法还包括使用所述项目解决方案模型来自动确定对应于所述新用户反馈项目的至少一个支持解决方案。 所述方法还包括响应于所接收的新用户反馈项提供所述至少一个支持解决方案。