WO2001067225A3 - A system and method for providing an intelligent multi-step dialog with a user - Google Patents

A system and method for providing an intelligent multi-step dialog with a user Download PDF

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Publication number
WO2001067225A3
WO2001067225A3 PCT/US2001/007056 US0107056W WO0167225A3 WO 2001067225 A3 WO2001067225 A3 WO 2001067225A3 US 0107056 W US0107056 W US 0107056W WO 0167225 A3 WO0167225 A3 WO 0167225A3
Authority
WO
WIPO (PCT)
Prior art keywords
user
dialog
web
questions
human
Prior art date
Application number
PCT/US2001/007056
Other languages
French (fr)
Other versions
WO2001067225A2 (en
Inventor
Monica Anderson
Mark A Angel
Max Copperman
Raya Fratkina
Scott Huffman
David Kay
Robert Stern
Original Assignee
Kanisa Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Kanisa Inc filed Critical Kanisa Inc
Priority to AU2001245447A priority Critical patent/AU2001245447A1/en
Priority to EP01918361A priority patent/EP1275042A2/en
Publication of WO2001067225A2 publication Critical patent/WO2001067225A2/en
Publication of WO2001067225A3 publication Critical patent/WO2001067225A3/en

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N5/00—Computing arrangements using knowledge-based models
    • G06N5/04—Inference or reasoning models
    • G06N5/042—Backward inferencing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/954—Navigation, e.g. using categorised browsing
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing
    • Y10S707/99933—Query processing, i.e. searching
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99941—Database schema or data structure
    • Y10S707/99944—Object-oriented database structure
    • Y10S707/99945—Object-oriented database structure processing

Abstract

A method and system are disclosed for retrieving information through the use of a multi-stage interaction with a client to identify particular knowledge content associated with a knowledge map. The present invention is an application program running on a server accessed via the world-wide web or other data network using standard Internet protocols, a web browser and web server software. In addition to an automated portion, the present invention allows a human dialog designer to model the way the system elicits information, giving a human feel to the dialog and a better customer experience. In operation, users start a dialog by directing their web browser to a designated web page. This web page asks the user some initial questions that are then passed to a dialog engine. The dialog engine then applies its methods and algorithms to a knowledge map, using dialog control information/and the user's responses to provide feedback to the user. The feedback may include follow-up questions, relevant documents, and instructions to the user (e.g., instructions to contact a human customer service representative). This dialog engine response is rendered as a web page and returned to the user's web browser. The user can then respond further to the follow-up questions he or she is presented, and the cycle repeats. The invention can be implemented so that it can interact with customers through a wide variety of communication channels including the Internet, wireless devices (e.g., telephone, pager, etc.), handheld devices such as a Personal Data Assistant (PDA), email, and via a telephone where the automated system is delivered using an interactive voice response (IVR) and/or speech-recognition system.
PCT/US2001/007056 2000-03-06 2001-03-06 A system and method for providing an intelligent multi-step dialog with a user WO2001067225A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2001245447A AU2001245447A1 (en) 2000-03-06 2001-03-06 A system and method for providing an intelligent multi-step dialog with a user
EP01918361A EP1275042A2 (en) 2000-03-06 2001-03-06 A system and method for providing an intelligent multi-step dialog with a user

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US18747200P 2000-03-06 2000-03-06
US60/187,472 2000-03-06

Publications (2)

Publication Number Publication Date
WO2001067225A2 WO2001067225A2 (en) 2001-09-13
WO2001067225A3 true WO2001067225A3 (en) 2002-01-17

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/007056 WO2001067225A2 (en) 2000-03-06 2001-03-06 A system and method for providing an intelligent multi-step dialog with a user

Country Status (4)

Country Link
US (2) US7539656B2 (en)
EP (1) EP1275042A2 (en)
AU (1) AU2001245447A1 (en)
WO (1) WO2001067225A2 (en)

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