Web-based customer service interface

Abstract

A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Description

CROSS-REFERENCE TO RELATED APPLICATION [0001] This application claims the priority and benefit of U.S. Provisional Patent Application Ser. No. 60 / 468,576 entitled “Web-Based Customer Service Interface,” filed on May 6, 2003, which is hereby incorporated by reference. This application is related to patent application Ser. No. ______, entitled, “System and Method for Electronic Communication Management,” herein incorporated by reference, filed on an even date herewith.BACKGROUND OF THE INVENTION [0002] 1. Field of the Invention [0003] This invention relates generally to electronic communications and relates more particularly to a system and method for a web-based customer service interface. [0004] 2. Description of the Background Art [0005] In a typical organization, communications with customers and others may occur via a variety of different channels. In addition to traditional channels such as letters and telephone calls, customers may also communicate with an organization via elec...

AI Technical Summary

Benefits of technology

The present invention provides a system and method for processing web-based queries. The system includes a web server and a language analysis server. The web server receives a natural language query from a client and sends it to the language analysis server. The language analysis server analyzes the natural language query and suggests predefined categories based on information contained in a knowledge base. The web server then sends a resource page with suggested responses and other data corresponding to the predefined categories to the client. The client can then take further action based on the resource page. The language analysis server calculates match scores based on a comparison of the natural language query with concepts associated with the predefined categories, and sends the solution page to the client based on the match scores. The invention allows for efficient processing of natural language queries and provides relevant information to clients in a convenient way.

Problems solved by technology

Utilizing people to respond to customer communications is often inefficient.

Rule-based systems, keyword-based systems, and statistical systems typically do not perform with the necessary accuracy to substantially automate business processes, such as responding to customer inquiries, and require a large investment in resources to keep them up-to-date.

Many learning systems utilize a training set of data that is a poor representation of the system's world, which reduces the accuracy of the system and makes the process of updating the system very cumbersome.

Images