Multiple provider search response verification and integration

Abstract

To provide a system and method for providing search capabilities via a merchant system including search responses aggregated from multiple different search provider sources.SOLUTION: The method comprises: receiving a search query input from an end user system via a merchant system interface; routing the search query input to a plurality of search provider sources; receiving a set of responses to the search query input from at least some of the plurality of search providers sources; identifying a first portion of the set of responses as having a verified status; generating a ranking of the set of responses based on the level of responsiveness to the search query input; and displaying a search result including at least a part of the set of responses based at least in part on the ranking.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] TECHNICAL FIELD This disclosure relates generally to knowledge retrieval platforms associated with merchant systems, such as merchant websites or applications. [Background technology]

[0002] Traditionally, end users may conduct searches for information about merchants using third-party search engines (e.g., Google™, Bing™, Yahoo!™ Search) or third-party platforms (e.g., Yelp™, YouTube™, etc.), but various search platforms provide information to end users in response to input of a search query.

[0003] To address this issue, end users often choose to go directly to a merchant-related website or application (e.g., the merchant's own website). These merchant-specific, first-party properties often offer outdated interfaces and search capabilities (e.g., a directory-type interface combined with a basic site search that displays a list of links). Additionally, these websites often use complex navigation structures (e.g., aligned with internal organizations rather than an end-user search perspective) with very basic search functionality. As a result, end users are highly unlikely to be able to directly access the merchant's own attributes to get answers to their questions or obtain information about the merchant.

[0004] The present disclosure is presented by way of example and not limitation and can be more fully understood by reference to the following detailed description when considered in conjunction with the figures described below. [Brief explanation of the drawings]

[0005] [Figure 1] 1 illustrates an example computing environment including a merchant system having a knowledge retrieval system that provides search results in response to search queries from end-user systems in accordance with one or more aspects of the present disclosure. [Figure 2] FIG. 1 illustrates an example method for providing ranked search results via an interface of a merchant system in response to a search query from an end-user system, in accordance with one or more aspects of the present disclosure. [Figure 3] FIG. 1 illustrates exemplary rankings associated with search responses in accordance with one or more aspects of the present disclosure. [Figure 4] 1 illustrates an exemplary display presented via an interface of a merchant system including search results aggregated from multiple search provider sources in response to a search query in accordance with one or more aspects of the present disclosure. [Figure 5] 1 illustrates an exemplary display presented via an interface of a merchant system including search results aggregated from multiple search provider sources in response to a search query in accordance with one or more aspects of the present disclosure. [Figure 6] FIG. 1 illustrates an exemplary computer system that operates in accordance with some embodiments. DETAILED DESCRIPTION OF THE INVENTION

[0006] To find relevant data related to a query received from an end user (e.g., a user initiating a search for information via a web interface), many search engines use keyword searches based on text data provided by the end user. When conducting a search, the end user attempts to identify web elements (e.g., web pages) responsive to the query, which will be identified and indexed by the search engine based on the keywords in the search query input. If any of the keywords are incorrect (e.g., incomplete, contain typos or spelling errors, etc.) or are not indexed by the search engine, the information the end user seeks to find may not be identified or discovered in response to the query. A combination of keywords in a search query may match numerous web pages, and information about those web pages (e.g., links) may be listed in several search result web pages. This requires the end user to manually click multiple links and sort through hundreds or thousands of similar pages before finding the desired information.

[0007] In other situations, the requested information that responds to an end user's query may not be found due to gaps (e.g., lack of content) between the keywords in the end user's query and the online data related to the entity (e.g., merchant). Thus, the amount of information and misinformation that a user must negotiate to find a particular product or service is a time-consuming process that often results in the user abandoning the search before obtaining the desired information.

[0008] Embodiments of the present disclosure address the above-mentioned problems and other shortcomings with current search engine technology by providing a knowledge search system that enables end users (e.g., individuals using search engines to obtain knowledge or information about merchants, products, or services) to improve their search experience using one or more knowledge search features (also referred to as “answers”). Knowledge can be defined as “facts” or data about a subject that can be stored in a searchable indexed database in response to an end user's search query. In some embodiments, the knowledge search engine platform includes a natural language processor for processing search query hints and auto-completion technology to intuitively guide the end user to accurate and useful search results. In one embodiment, processing is performed by the knowledge search engine platform based on information about specific data related to business product data. Using a knowledge search engine according to embodiments of the present disclosure, entity users (i.e., users acting on behalf of business entities or merchants) can centralize structured, public data about their entities and surface that data directly through merchant systems (e.g., websites associated with the merchant) in response to end user search queries. Advantageously, the merchant system includes a knowledge search engine platform for processing end-user search queries and providing search results from information stored by the merchant system, along with a set of third-party data publishers (data sources such as Google™, Facebook™, Bing™, Apple™, and other search service providers). The knowledge search engine platform provides an integrated search engine configured to generate search results based on multiple datasets from multiple search provider sources, including native datasets (e.g., data maintained by a merchant system) and third-party datasets (e.g., data obtained from one or more third-party search providers).

[0009] 1 illustrates an exemplary computing environment 100 including a merchant system 102 (e.g., a merchant-controlled website or application) that executes a knowledge retrieval system 110 according to an embodiment of the present disclosure. In one embodiment, the knowledge retrieval system 110 is integrated or embedded within the merchant system 102 and is executable in response to search query input received from an end-user system. In one embodiment, the knowledge retrieval system 110 is accessible via the merchant system 102 and may execute on one or more separate computing devices (e.g., servers). The knowledge retrieval system 110 may include a memory 160 for storing instructions associated with the operations, features, and functionality described herein, and one or more processing units 150 for executing the instructions.

[0010] As used herein, the term "end user" refers to one or more users operating an electronic device (e.g., end user system 130) to submit a search query 140 related to an entity (e.g., a merchant associated with merchant system 102) for processing by knowledge retrieval system 110. In one embodiment, an end user may initiate a search by entering an input query through a merchant's webpage interface. For example, an end user using end user system 130 may be a customer or prospective customer searching for information about a merchant associated with merchant system 102. Knowledge retrieval system 110 may be communicatively connected to end user system 130 via a suitable network. Knowledge retrieval system 110 is configured to receive the search query and generate a set of search results in response to the search query initiated by end user system 130. For example, end user system 130 may be any suitable computing device (e.g., a mobile device, a desktop computer, a laptop computer, etc.) associated with an end user searching for information about a merchant or related products or services. In one embodiment, end user system 130 transmits the search query to merchant system 102. In some embodiments, the knowledge retrieval system 110 may be communicatively coupled to the merchant system 102 or may be integrated or embedded within the merchant system 102 .

[0011] The knowledge retrieval system 110 enables end users operating communicatively connected end-user systems 130 to initiate searches through the merchant system 102 by submitting search query inputs through the merchant system's interface (e.g., a graphical user interface) and receive integrated search results from multiple different search provider sources. In some embodiments, the knowledge retrieval system 110 can include one or more software and / or hardware modules, including a query router 112, a validation component 114, a ranking component 116, a response integrator 118, one or more processing units 150, and memory 160. In one embodiment, the components or modules of the knowledge retrieval system 110 can execute on one or more computer platforms of the merchant system 102 interconnected by one or more networks, which may include the Internet. The components or modules of the knowledge retrieval system 110 can be, for example, hardware components, circuitry, dedicated logic, programmable logic, microcode, etc., that may be implemented in a processing unit of the knowledge retrieval system.

[0012] In some embodiments, query router 112 receives search query input related to a merchant (e.g., a question about the merchant's goods or services) from end-user system 130. Query router 112 is operatively connected to information from multiple different providers, referred to as search provider sources 170 (e.g., a first search provider source, a second search provider source, a third search provider source, a fourth search provider source, a fifth search provider source, and an Nth search provider source). One or more search provider sources may include information managed, maintained, controlled, and provided by a merchant system (e.g., the first, second, third, and fourth search provider sources in FIG. 1). In one embodiment, one or more search provider sources may include information managed, maintained, controlled, and provided by a third-party system (e.g., the fifth and Nth search provider sources in FIG. 1).

[0013] In one example, if the merchant system 102 is a financial institution website (e.g., a bank website), a first search provider source may include a financial advisor data store (e.g., a source of information about financial advisors), a second search provider source may include a bank branch and ATM data store, and a third search provider source may include a frequently asked questions (FAQ) data store. In this example, the fifth and Nth search provider sources may be third-party providers of information, such as, for example, the Zendesk™ platform, the Swiftype™ platform, etc.

[0014] According to an embodiment, one or more pages (e.g., elements of a web page or web application) of a search provider source can be customized (e.g., a corresponding API can be configured to render a desired page of the search provider source). In one embodiment, the knowledge retrieval system 110 provides a process for building and hosting vertical search pages through a self-service page system. In one embodiment, these web pages can inherit global branding associated with the merchant system 102, and configuration can be used to render search pages to provide search results in response to submission of a search query 140 by one or more end-user systems 130.

[0015] In one embodiment, the knowledge retrieval system 110 can provide a universal or "home" search page that aggregates search result data from multiple different vertical sources to generate an aggregated search result page or interface. In one embodiment, there are individual vertical source search pages in addition to the universal search page. In one embodiment, the universal search page and one or more vertical search pages can inherit global branding associated with the merchant.

[0016] In one embodiment, the knowledge retrieval system 110 can embed one or more search provider source templates to render search responses. In one embodiment, if a search provider source is embedded in the universal search platform, the universal search platform can use a template system to render search results. In one embodiment, one or more templates can be generated for each search provider source that inherits the global branding associated with the merchant system 102. In one embodiment, a search provider source (e.g., a component of the merchant system 102) can be associated with multiple templates that a merchant user can select from during configuration of the search provider source. In one embodiment, a default or standard template can be configured as a customized template and applied to one or more search provider sources.

[0017] In one embodiment, the query router 112 routes or transmits the search query input to a set of one or more search provider sources 170 and receives a set of responses in return. In one embodiment, the set of responses may represent data and corresponding data sources that are validated by the validation component 114 of the query router 112. In one embodiment, the validation component 114 is configured to perform a validation process on the search provider sources and the responses returned by the search provider sources. In one embodiment, the validation component 114 analyzes each search provider source and generates a determination of whether the search provider source is verified or unverified (e.g., assigns a verified or unverified status to each of the response elements and search provider sources). In one embodiment, each response received from a search provider source (e.g., a search result returned in response to the search query 140) is identified as having either a verified or unverified status. In one embodiment, each search provider source may be identified as having either a verified or unverified status. For example, if the validation component 114 determines that the first response was received from a merchant system management provider source, then the validation component 114 can confirm or identify (e.g., mark, tag, or otherwise associate) the validated response.

[0018] In one embodiment, the verification component 114 can communicate with a user of the merchant system (e.g., a merchant user) to request verification (e.g., confirmation of accuracy and correctness) of information received from the search provider sources 170. In one embodiment, the verification component 114 can communicate with the merchant user to confirm one or more search provider sources as verified or trusted providers of merchant information. In one example, the verification component 114 can send a notification to one or more merchant users with a list of one or more search query responses, information identifying one or more search provider sources, or a combination thereof, to the merchant user for verification or rejection.

[0019] In one embodiment, the knowledge retrieval system 110 may be configured to enable search query responses to be sourced from one or more search provider sources 170 that have been pre-verified by the merchant or that are owned, controlled, or managed by the merchant, such that only verified information is returned to the end-user system 130 in response to the search query 140.

[0020] In one embodiment, the ranking component 116 is configured to receive a set of search query responses from multiple different search provider sources. Advantageously, in one embodiment, the ranking component 116 can generate a first set of rankings associated with the search query responses and a second set of rankings associated with the search provider sources (e.g., multiple verticals). Each search query response is thus assigned a ranking or score. Additionally, in one embodiment, each search provider source is also assigned a ranking or score. In one embodiment, for a given search query, the ranking component 116 can identify the highest-ranked search provider source (e.g., the second search provider source in FIG. 1 ) and then identify one or more highest-ranked search responses provided by the identified highest-ranked search provider source.

[0021] For example, the ranking component 116 may rank ten search provider sources based on search provider source criteria (e.g., a level of credibility associated with the search provider source, whether the search provider source is associated with a merchant system, a historical user engagement activity level associated with the search provider source, etc.) Based on the ranking of search provider source 7 (out of the ten search provider sources) as the highest-ranked search provider source, the ranking component 116 may identify one or more top-ranked search responses provided by search provider source 7 for serving to end users via the response integrator 118.

[0022] In one embodiment, the ranking component 116 first ranks or scores each search provider source. For example, if the search query is "New York City," the "locations" search provider source can provide a set of search responses that include various locations in New York City. In this example, the "jobs" search provider source can provide a set of search responses that include various employment opportunities in New York City. In this example, the "FAQ" search provider source can provide a set of search responses that include frequently asked questions related to New York City. Following the return of different search responses by the different search provider sources, the response integrator 118 can combine the different search results together. In one embodiment, the response integrator 118 uses the quality of the search results (e.g., ranking or score) and the quality of the first search results to determine an optimal ordering of the search provider sources. In one embodiment, the response integrator 118 generates a display that includes a presentation of the search provider information sources in an order based on the ranking information. In one embodiment, the ranking information may be used to sort one or more tabs or links associated with a search interface (e.g., tabs associated with multiple different search provider sources, such as the tabs shown in FIG. 5, including an "All" tab, an "Advisors" tab, a "Credit Cards" tab, a "Locations" tab, and a "FAQ" tab).

[0023] In one embodiment, the ranking component 116 analyzes the search query to match the intent of the search query to the highest ranked or "best" search provider sources, and then attempts to find the most relevant search results within that vertical.

[0024] In one embodiment, the ranking of search query responses and search provider sources may be performed by the ranking component 116 in combination with verification status information (i.e., verification results) received from the verification component 114 or without verification status information.

[0025] In one embodiment, the ranking component 116 is configured to receive the search query response and a corresponding set of verification results (e.g., a verified or unverified indication) from the verification component 114. In one embodiment, the verified responses may be assigned a higher weight (e.g., a level of confidence), score, or grade compared to unverified responses by the ranking component 116. In one embodiment, given the search query input and the set of responses, the ranking component 116 generates a grade or score (e.g., a percentage value) corresponding to the relevance, accuracy, responsiveness, etc. of each response. An example of scores or grades generated by the ranking component 116 corresponding to search query responses received from multiple different search provider sources (e.g., a first search provider, a second search provider, ... an Nth search provider) is shown in FIG. 3. In one embodiment, the ranking component 116 may consider the verification status (e.g., the result of the verification process for the response or search provider source) when generating the grade or score for each response.

[0026] According to one embodiment, the response integrator 118 of the query router 112 is configured to receive the search responses and ranking information and consolidate the responses for return to the end-user system via the merchant system 102 (e.g., via the display of a web page on the merchant system 102). Examples of consolidated responses are shown in FIGS. 4 and 5. As shown in FIGS. 4 and 5, the consolidated (e.g., single) interface includes multiple different search responses from multiple different search provider sources. In one embodiment, as shown in FIGS. 4 and 5, the responses are organized and displayed according to their respective rankings, grades, or scores (as determined by the ranking component 116). For example, as shown in FIG. 4, the ranking component 116 may assign a first highest rank, grade, or score to “Response 1” generated by a first search provider source, a second highest rank to “Response 2” generated by the first search provider source, a third highest rank to “Response 1” generated by a second search provider source, and so on. In FIG. 4, the search responses or search results, along with responses that have undergone validation processing by the validation component 114, are organized into a single, consolidated display.

[0027] In the example shown in FIG. 5 , an end-user system may access an interface 500 (e.g., a webpage interface) associated with a merchant system (e.g., a merchant's webpage) and initiate a search query via a search field 510. Advantageously, search results 520 including multiple search responses may be consolidated and displayed to the end user via a single merchant system interface 500 (e.g., generated by and accessed via a website associated with the merchant system). In one embodiment, the different responses consolidated in the merchant website interface 500 may be obtained from multiple different search provider sources, such as, for example, an "Advisor" source containing information about the merchant's advisors managed by the merchant system, a "FAQ" source containing information about frequently asked questions managed by the merchant system, etc. Although not shown in FIG. 5 , the consolidated search responses may include one or more search responses from third-party vertical search sources.

[0028] In one embodiment, multiple search responses may be organized by search provider source and presented in order according to their respective verification and ranking information. In the example shown in FIG. 5 , the ranking component 116 may determine that the location map and related information obtained via the “Advisors” search provider source has a higher ranking (e.g., a higher score or grade) than the “What is a CFP?” information obtained via the “FAQ” search provider source. In light of this determination, the “Advisors” portion of the search results may be displayed higher in the graphical user interface than the “FAQ” portion of the search results. In one embodiment, the ranking may reflect a level of relevance or responsiveness to the search query (e.g., “advisors near New York with CFPs”) and verification information (e.g., whether the corresponding information and / or search provider source is verified or unverified).

[0029] In one embodiment, the response integrator 118 is configured to apply a set of rules regarding the generation of search results for serving to the end-user system 130. In one embodiment, the set of rules is configurable or customizable by the merchant system 102. For example, the merchant system 102 may apply one or more specific rules or logic to tailor search results within the merchant system. In one embodiment, a set of default rules may dictate that search results be served based on relevance and validation, and one or more merchant-specific rules may be established for the merchant system 102, as described above.

[0030] In one embodiment, the response integrator 118 of the knowledge retrieval system 110 may enable the merchant system 102 to establish query rules to enhance or adjust the default search result integration process. For example, the response integrator 118 may provide an “if this, then that” query rules framework that enables the merchant system 102 to adjust, fine-tune, or override result behavior depending on one or more search query terms and detected intent.

[0031] In one embodiment, one or more query rules may be used to adjust the display or listing order of search results within (or provided by) a search provider source (e.g., to boost a search result (increase or improve the position of the search result) and to bury a search result (e.g., reduce the search result or demote the position of the search result)). In one embodiment, one or more query rules may be used to adjust the display or listing order of a source provider source (e.g., boosting and burying a source provider system in displaying search results).

[0032] An example of a merchant-specific query rule is, but is not limited to, that to prevent cancellations, a telecommunications company may establish a query rule that dictates that if a user searches for "cancel my account," the response integrator 118 should first return a set of results that highlight how a customer can downgrade or suspend their subscription before displaying an FAQ on how to cancel their account.

[0033] As another example of a merchant-specific query rule, but without limitation, a financial services company may establish a query rule configured to boost loan officers in search results if the end user is determined to be in a high-value segment.

[0034] Yet another example of a merchant-specific query rule may include, but is not limited to, a retailer generating a merchant-specific query rule that indicates that when a new user is searching on the site, the returned results should display "Products" at the top of the webpage. Other examples of merchant-specific query rules include, but are not limited to, a bank limiting results depending on the logged-in user's role to reduce call center load, or an insurance company boosting results for "live chat" when a customer searches for "call customer support, etc."

[0035] In one embodiment, to establish merchant-specific query rules, the response integrator 118 identifies a set of criteria or conditions and one or more corresponding actions. In one embodiment, if a search query input meets the conditions associated with a query rule, the response integrator 118 performs the corresponding one or more actions. In an embodiment, the criteria or conditions may relate to one or more of the search terms, the context, the referring web page URL, the search type, and the vertical associated with the search query.

[0036] In an embodiment, the one or more actions may include one or more of a search result boost action (e.g., boosting a search result element to a higher position on a search results page), a search result embedding action (e.g., embedding or demoting the position of a search result element on a search results page), a return no results action (e.g., returning no search results for a specified search query), a filter add action (such as adding a filter to the search results), a boost intent action (e.g., adjusting the intent of a query to boost or embed one or more search provider sources on a search results page), and return pin results (e.g., returning a predefined or preset set of search results as an override or replacement for the search results provided by the ranking component 116).

[0037] In one embodiment, as described above, the criteria and actions for merchant-specific query rules can include a context related to the search query. The context can be a custom-defined object (e.g., a JSON object) that includes one or more parameters, such as attributes associated with the end user, roles associated with the end user, segments associated with the end user, or other suitable parameters. In an example of a context-based query rule, if the end user performing a search query through the financial services merchant system is identified as an individual (e.g., the context is identified related to the end user's net worth attributes), the response integrator 118 can perform a corresponding action according to the query rule (e.g., prioritize information related to Advisor A in the search results).

[0038] In one embodiment, context can be applied at the rule level by knowledge retrieval system 110 to determine whether a rule should be applied. In this embodiment, knowledge retrieval system 110 can determine whether certain context criteria are met and, if so, whether to apply one or more particular query rules.

[0039] In one embodiment, the knowledge retrieval system 110 can be configured to receive historical data regarding end-user activity (e.g., clicks and interactions with previously served search results) associated with end-user engagement levels and adapt subsequent sets of search results based on the interaction information. In one embodiment, end-user engagement activity data can be identified, tracked, and maintained for use as feedback for the ranking component 116 and response integrator 118 in setting or adjusting subsequent search results. In one embodiment, search results are adjusted or modified for all end-user systems based on end-user engagement activity. In other embodiments, search results are curated for each end-user system for activity associated with that end-user system. In such an embodiment, search results can differ for different end-user systems based on how each end-user system interacts with previously served search results.

[0040] For example, the knowledge retrieval system 110 may return a first set of search results having a first ranked order to one or more end users. One or more end users may respond by clicking on a search result element that is one of the search results that is ranked lower than other users. The engagement activity may be identified and stored by the knowledge retrieval system 110 and used to re-rank or adjust subsequent search results (e.g., relocate a search result element from a lower ranked position to a higher ranked position).

[0041] In this embodiment, the initial position of a search result element within the ranked set of search result elements may be modified or updated based on measured end-user engagement activity associated with the search result element (e.g., a number of clicks or interactions within a period of time). In one embodiment, the process described above may adjust the ranking of a first search result element generated by the ranking component 116 to take into account engagement level activity (e.g., an element with an initial ranking position of 4 may be adjusted to ranking position 2 based on a high level of end-user engagement).

[0042] In one embodiment, the merchant system may include one or more components of a knowledge retrieval system. In this embodiment, the merchant system 102 and the knowledge retrieval system 110 may be integrated such that the merchant system 102 uses the knowledge retrieval system 110 and its associated functionality to respond to one or more inputs or search queries received from a communicatively connected end-user system 130. According to an embodiment of the present disclosure, as shown in the figure, a user device may submit a search query input to the merchant system 102 (e.g., a web page of the merchant system 102) via an interface.

[0043] A merchant, via merchant system 102, can use knowledge retrieval system 110 to manage its data, including providing validation information used by validation component 114 to validate data provided in response to a search query input or to validate a search provider. In one embodiment, a merchant can also provide an indication that search result information or a search provider source is not validated, incorrect, incomplete, or inaccurate. Thus, the validation process performed by validation component 114 can improve the quality of the information provided by response integrator 118.

[0044] In one embodiment, by applying a validation process, the merchant controls all data returned from the knowledge retrieval system 110 to the end user system 130 via the merchant website in response to a search query. In one embodiment, the merchant user uses the validation component 114 to make or request changes to search result data (e.g., data that may be provided to an end user in response to an associated search query input).

[0045] In some embodiments, the knowledge retrieval system is communicatively connected to multiple search provider sources 170 (e.g., search provider sources managed by a merchant system and search provider sources managed by a third-party system). In one embodiment, each search provider source 170 may include one or more modules (e.g., APIs) with which the knowledge retrieval system 110 interacts to perform operations and provide relevant data to user devices via a response integrator. For example, each search provider source 170 may include an API for accessing one or more pre-defined databases dedicated to storing information about a particular business's products, services, employees, events, etc. (e.g., product brand data). In other embodiments, a database hosted by the merchant system 102 may contain all or a portion of the merchant data associated with the merchant-based search provider sources. In another embodiment, a merchant uses the knowledge retrieval system 110 to manage information associated with multiple search provider sources 170. For example, one or more databases may be configured to store data corresponding to each search provider.

[0046] According to an embodiment of the present disclosure, the query router 112 performs a search based on a search query 140 provided by the end user system 130 (e.g., an input query submitted by an end user via an interface of the merchant system 102). In one embodiment, the search may be based on information entered by the end user (e.g., a zip code, geographic location, or other information that may lead to a determination of the end user's location or points of interest). In another embodiment, the search may be based on where the end user (e.g., the location of the user device) is searching from (e.g., the IP address of the user device is queried and used in connection with the search). In one embodiment, the verification component 114 may evaluate search results or searchable data provided to the merchant user for verification purposes as part of the verification process. In one embodiment, the search response, searchable data, and / or information related to the search provider may be presented to the merchant user as a request for verification. In another embodiment, the verification component 114 provides one or more recommendations to the merchant system 102 to improve the content of search results for the merchant, as described in more detail herein.

[0047] FIG. 2 illustrates a flowchart for an exemplary method 200 including operations performed by a knowledge retrieval system (e.g., knowledge retrieval system 102 of FIG. 1 ) according to an embodiment of the present disclosure. It can be appreciated that the flowchart of FIG. 2 provides examples of many different types of functional configurations that may be used to implement the operations of the notification management component described herein. Method 200 may be performed by processing logic that may include hardware (e.g., circuitry, dedicated logic, programmable logic, microcode, etc.), software (e.g., instructions executed on a processing device), or a combination thereof. In one embodiment, the knowledge retrieval system performs method 200 to identify search results in response to search queries about merchants submitted through a merchant system and consolidate the search results through a single user interface of a website or application associated with the merchant system.

[0048] At block 210, the processing logic receives a search query input from an end-user system. According to one embodiment, the search query input is received via a web page or interface of a merchant system application (e.g., the merchant's own website or application). In one embodiment, the search query input relates to information related to the merchant.

[0049] At block 220, processing logic routes the search query input to multiple search providers associated with the merchant system. In one embodiment, each search provider may store and maintain data associated with a different category, type, or classification of data related to the merchant. The search providers may be first-party controlled (e.g., controlled by the merchant system) or third-party controlled (e.g., controlled by a third party such as Zendesk or Swiftype).

[0050] At block 230, processing logic receives a set of responses to the search query input from multiple search providers. In one embodiment, the set of responses may include multiple different responses received from multiple search providers.

[0051] At block 240, processing logic identifies a first portion of the set of responses that have been verified. In one embodiment, the validation component may determine that the responses have been validated by a merchant system (e.g., verified to represent accurate and complete information). In one embodiment, a search response may be identified as verified if the response was provided by a verified search provider. In one embodiment, the first portion of the set of responses may be marked, designated, or labeled as verified.

[0052] At block 250, processing logic may identify a second portion of the set of responses as unverified. In one embodiment, if verification information is not identified in association with the response, the verification component may determine that the response is unverified and execute a verification process that includes communicating with a user of the merchant system to coordinate verification of the search response. In one embodiment, the second portion of the set of responses may be marked, designated, or labeled as unverified. Note that during operation 240, it may be determined that all information associated with the set of responses has been verified. Thus, in this embodiment, block 250 is not executed because information verification is not required.

[0053] At block 260, processing logic may generate a ranking of the set of responses based at least in part on the validation determination (e.g., identifying validated and non-validated search responses). In other embodiments, the ranking may be generated based on level of relevance without performing a validation process.

[0054] In one embodiment, the ranking may include a score or grade associated with each response to determine its relative level of relevance or responsiveness to the search query. For example, as shown in the example of Figure 3, each response may be assigned a score (e.g., a percentage) and ranked to reflect the relative strength of the search response.

[0055] At block 270, the processing logic provides at least a portion of a set of responses to the end user system based on the rankings. In one embodiment, multiple search responses from different search providers are consolidated into a single interface for serving to the end user system.

[0056] FIG. 6 illustrates an exemplary computer system 600 that operates according to some embodiments of the present disclosure. FIG. 6 illustrates a schematic diagram of a machine in the exemplary form of computer system 600, within which a set of instructions may be executed to cause the machine to perform any one or more of the methodologies described herein. In another embodiment, machine 600 may be connected (e.g., networked) to other machines in a local area network (LAN), an intranet, an extranet, or the Internet. Machine 600 may operate in the capacity of a server or client machine in a client-server network environment, or as a peer machine in a peer-to-peer (or distributed) network environment. The machine may be a personal computer (PC), a tablet PC, a set-top box (STB), a personal digital assistant (PDA), a cellular phone, a web appliance, a server, a network router, switch, or bridge, or any machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by machine 600. Furthermore, although only a single machine is illustrated, the term "machine" is intended to include any collection of machines that individually or jointly execute a set (or sets) of instructions to perform any one or more of the methodologies described herein.

[0057] The exemplary computer system 600 may include a processing unit 602 (referred to as a processor or CPU), a main memory 604 (e.g., read-only memory (ROM), flash memory, dynamic random access memory (DRAM) such as synchronous DRAM (SDRAM), etc.), a static memory 606 (e.g., flash memory, static random access memory (SRAM), etc.), and a secondary memory (e.g., data storage device 616), which may communicate with each other via a bus 630.

[0058] The processing unit 602 represents one or more general-purpose processing units, such as a microprocessor, a central processing unit, or the like. More specifically, the processing unit may be a complex instruction set computing (CISC) microprocessor, a reduced instruction set computer (RISC) microprocessor, a very long instruction word (VLIW) microprocessor, or a processor implementing any other set of instructions or a combination of sets of instructions. The processing unit 602 may also be one or more application-specific processing units, such as an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), a digital signal processor (DSP), a network processor, or the like. The processing unit 602 is configured to execute a knowledge retrieval system to perform the operations and steps described herein. For example, the processing unit 602 may be configured to execute instructions implementing the processes and methods described herein to support a knowledge retrieval system in accordance with one or more aspects of the present disclosure.

[0059] The exemplary computer system 600 may further include a network interface device 622 that may be communicatively coupled to a network 625. The exemplary computer system 600 may further include a video display 610 (e.g., a liquid crystal display (LCD), a touch screen, or a cathode ray tube (CRT)), an alphanumeric input device 612 (e.g., a keyboard), a cursor control device 614 (e.g., a mouse), and an audio signal generating device 620 (e.g., a speaker).

[0060] The data storage device 616 may include a computer-readable storage medium (more specifically, a non-transitory computer-readable storage medium) 624 on which is stored one or more set of executable instructions 626. In accordance with one or more disclosed aspects, the executable instructions 626 may include executable instructions that encode various functions of the knowledge search engine 160 in accordance with one or more disclosed aspects.

[0061] The executable instructions 626 may also reside, completely or at least partially, within the main memory 604 and / or within the processing unit 602 during execution by the exemplary computer system 600, the main memory 604, and the processing unit 602. The executable instructions 626 may further be transmitted or received over a network via the network interface unit 622.

[0062] Although the computer-readable storage medium 624 is shown as a single medium, the term "computer-readable storage medium" should be interpreted to include a single medium or multiple media. The term "computer-readable storage medium" is intended to include any medium that can store or encode a set of instructions for execution by a machine that cause the machine to perform any one or more of the methodologies described herein. Thus, the term "computer-readable storage medium" includes, but is not limited to, solid-state memory, optical and magnetic media.

[0063] Some portions of the above detailed descriptions are presented in terms of algorithms and symbolic representations of operations on data bits within a computer memory. These algorithmic descriptions and representations are the means used by those skilled in the data processing arts to most effectively convey the substance of their work to others skilled in the art, and an algorithm is here conceived to be a self-consistent sequence of steps leading to a desired result. The steps require physical manipulations of physical quantities. Usually, though not necessarily, these quantities take the form of electrical or magnetic signals capable of being stored, transferred, combined, compared, and otherwise manipulated. It has proven convenient at times, principally for reasons of common usage, to refer to these signals as bits, values, elements, symbols, characters, terms, numbers, or the like.

[0064] It should be borne in mind, however, that all of these and similar terms are to be associated with the appropriate physical quantities and are merely convenient labels applied to these quantities. Unless otherwise indicated, as will be apparent from the discussion that follows, throughout the description, discussions using terms such as "receive," "routing," "identifying," "generating," "providing," "determining," and the like will be understood to refer to operations and processes of a computer system or similar electronic computing device that manipulate and convert data represented as physical (electronic) quantities in the computer system's registers and memory into other data also represented as physical quantities in the computer system's memory or registers, or other such information storage, transmission, or display.

[0065] Examples of the disclosure also relate to apparatus for performing the methods described herein. This apparatus may be specially constructed for the required purposes, or it may be a general-purpose computer system selectively programmed by a computer program stored in the computer system. Such computer program may be stored on a computer-readable storage medium, such as any type of disk, including, but not limited to, optical disks, CD-ROMs, and magneto-optical disks, read-only memory, random-access memory, EPROM, EEPROM, magnetic disk storage media, optical storage media, flash memory devices, other types of mechanically accessible storage media, or any type of medium suitable for storing electronic instructions, each coupled to a computer system bus.

[0066] The methods and displays presented herein are not inherently related to any particular computer or other apparatus. Various general-purpose systems can be used with programs in accordance with the teachings herein, or it may prove convenient to construct more specialized apparatus to perform the required method steps. The required structure for a variety of these systems is set forth in the description that follows. Moreover, the scope of the present disclosure is not limited to any particular programming language. It will be understood that a variety of programming languages ​​can be used to implement the teachings of the present disclosure.

[0067] It should be understood that the above description is illustrative, and not restrictive. Many other embodiments will be apparent to those skilled in the art upon reading and understanding the above description. While the present disclosure describes particular embodiments, it will be recognized that the disclosed systems and methods are not limited to the embodiments described herein, but can be modified and practiced within the scope of the appended claims. Accordingly, the specification and drawings should be regarded in an illustrative, rather than a restrictive, sense. The scope of the disclosure should, therefore, be determined with reference to the appended claims, along with the full scope of equivalents to which such claims are entitled.

Claims

1. receiving, by a processor at the merchant system, a search query input from the end user system, the search query input including keywords; routing the search query input to a plurality of search provider sources, each of the plurality of search provider sources operatively connected to a data store of the merchant system that stores data associated with the merchant system; receiving a set of responses to the search query input from a set of search provider sources including at least a portion of the plurality of search provider sources; generating a first ranking of the set of responses based at least in part on the set of search provider sources; generating a second ranking of the set of responses based at least in part on the first ranking; and including in a display search results that aggregate a set of responses that includes at least a portion of the set of responses based at least in part on the first ranking and the second ranking.

2. identifying a plurality of search provider sources managed by the merchant system as verified or unverified by performing a verification process for the plurality of search provider sources; and identifying a first portion of the set of responses as having a verified status if the responses are provided by a verified search provider; identifying a second portion of the set of responses as having an unverified status if the responses are provided by an unverified search provider; 10. The method of claim 1, further comprising:

3. The method of claim 1 , wherein the display comprises at least a portion of the set of responses aggregated from a plurality of different search provider sources.

4. The method of claim 1 , wherein a position in the display of a first response of the at least some of the set of responses is determined based at least in part on the second ranking associated with the first response.

5. collecting end-user engagement activity associated with the first response; and receiving a second search query input; 5. The method of claim 4, further comprising adjusting a position of the first response in a second display of second search results in response to the second search query input.

6. receiving merchant-specific query rules from the merchant system, the merchant-specific query rules including conditions and actions associated with the keywords; applying the merchant-specific query rules to adjust the order of the set of responses for display in response to a subsequent search query; The method of claim 1 further comprising:

7. The method of claim 6 , wherein the conditions of the merchant-specific query rules are further related to a context corresponding to the end-user system.

8. a memory for storing instructions; a processor operatively coupled to the memory to execute instructions to perform a plurality of operations, The plurality of operations include: an interface of the merchant system receiving a search query input from an end user system, the search query input including keywords; routing the search query input to a plurality of search provider sources, each of the plurality of search provider sources operatively connected to a data store of the merchant system that stores data associated with the merchant system; identifying whether a plurality of search provider sources managed by the merchant system are verified or unverified by performing a verification process for the plurality of search provider sources; receiving a set of responses to the search query input from a set of search provider sources including at least a portion of the plurality of search provider sources; identifying a first portion of the set of responses as having a verified status if the responses are provided by a verified search provider; identifying a second portion of the set of responses as having an unverified status if the responses are provided by an unverified search provider; and causing a display to include search results that include at least a portion of the first and second portions of the set of responses.

9. generating a first ranking of the set of responses based at least in part on the set of search provider sources; generating a second ranking of the set of responses based at least in part on the first ranking; 9. The system of claim 8, wherein at least one of the first ranking or the second ranking is based at least in part on a verified status associated with the first portion of the set of responses and an unverified status associated with the second portion of the set of responses.

10. The system of claim 8 , wherein the display comprises at least a portion of the set of responses aggregated from a plurality of different search provider sources.

11. The system of claim 8 , wherein a position in the display of a first response of the at least some of the set of responses is determined based at least in part on the second ranking associated with the first response.

12. The plurality of operations include: collecting end-user engagement activity associated with the first response; and receiving a second search query input; and adjusting a position of the first response in a second display of second search results in response to the second search query input.

13. The plurality of operations include: receiving merchant-specific query rules from the merchant system, the merchant-specific query rules including conditions and actions associated with the keywords; and applying the merchant-specific query rules to adjust the order of the set of responses for display in response to a subsequent search query.

14. A non-transitory computer-readable storage medium having stored thereon instructions that, when executed by a processing device of a source system, cause the processing device to perform a plurality of operations, the instructions comprising: The plurality of operations include: receiving a search query input from an end user system via an interface of the merchant system, the search query input including keywords; routing the search query input to a plurality of search provider sources, each of the plurality of search provider sources operatively connected to a data store of the merchant system that stores data associated with the merchant system; identifying whether a plurality of search provider sources managed by the merchant system are verified or unverified by performing a verification process for the plurality of search provider sources; receiving a set of responses to the search query input from a set of search provider sources; identifying a first portion of the set of responses as having a verified status if the responses are provided by a verified search provider; identifying a second portion of the set of responses as having an unverified status if the responses are provided by an unverified search provider; and causing a display to include search results that include at least a portion of the set of responses.

15. generating a first ranking of the set of responses based at least in part on the set of search provider sources; generating a second ranking of the set of responses based at least in part on the first ranking; at least one of the first ranking or the second ranking is based at least in part on a verified status associated with the first portion of the set of responses and an unverified status associated with the second portion of the set of responses; 15. The non-transitory computer-readable storage medium of claim 14.

16. The non-transitory computer-readable storage medium of claim 15 , wherein the display includes at least a portion of the set of responses aggregated from a plurality of different search provider sources.

17. 16. The non-transitory computer-readable storage medium of claim 15, wherein a position in the display of the first response of the at least some of the set of responses is determined based on ranking information associated with the first response.

18. The plurality of operations include: collecting end-user engagement activity associated with the first response; and receiving a second search query input; and adjusting a position of the first response in a second display of second search results in response to the second search query input.

19. The plurality of operations include: receiving merchant-specific query rules from the merchant system, the merchant-specific query rules including conditions and actions associated with the keywords; and applying the merchant-specific query rules to adjust the order of the set of responses for display in response to a subsequent search query.

20. 20. The non-transitory computer-readable storage medium of claim 19, wherein the conditions of the merchant-specific query rules relate to a context corresponding to the end-user system.

21. identifying whether a plurality of search provider sources managed by the merchant system are verified or unverified by performing a verification process for the plurality of search provider sources; identifying a first portion of the set of responses as having a verified status if the responses are provided by a verified search provider; identifying a second portion of the set of responses as having an unverified status if the responses are provided by an unverified search provider; 2. The method of claim 1 , wherein at least one of the first ranking or the second ranking is not based on the verified status associated with the first portion of the set of responses and the unverified status associated with the second portion of the set of responses.

22. generating a first ranking of the set of responses based at least in part on the set of search provider sources; generating a second ranking of the set of responses based at least in part on the first ranking; 9. The system of claim 8, wherein at least one of the first ranking or the second ranking is not based on a verified status associated with the first portion of the set of responses and an unverified status associated with the second portion of the set of responses.

23. The plurality of operations include: generating a first ranking of the set of responses based at least in part on the set of search provider sources; generating a second ranking of the set of responses based at least in part on the first ranking; 15. The non-transitory computer-readable storage medium of claim 14, wherein at least one of the first ranking or the second ranking is not based on a verified status associated with the first portion of the set of responses and an unverified status associated with the second portion of the set of responses.

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