US20070292833A1 - System and Method for Creating, Executing and Searching through a form of Active Web-Based Content - Google Patents
System and Method for Creating, Executing and Searching through a form of Active Web-Based Content Download PDFInfo
- Publication number
- US20070292833A1 US20070292833A1 US11/421,847 US42184706A US2007292833A1 US 20070292833 A1 US20070292833 A1 US 20070292833A1 US 42184706 A US42184706 A US 42184706A US 2007292833 A1 US2007292833 A1 US 2007292833A1
- Authority
- US
- United States
- Prior art keywords
- user
- active content
- answers
- text
- questions
- Prior art date
- Legal status (The legal status 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 status listed.)
- Abandoned
Links
- 238000000034 method Methods 0.000 title claims description 22
- 230000003993 interaction Effects 0.000 claims abstract description 11
- 230000004044 response Effects 0.000 claims description 6
- 238000004590 computer program Methods 0.000 claims description 5
- 238000009877 rendering Methods 0.000 claims description 2
- 238000012546 transfer Methods 0.000 abstract description 2
- 230000005540 biological transmission Effects 0.000 description 6
- 230000003287 optical effect Effects 0.000 description 6
- 238000004519 manufacturing process Methods 0.000 description 5
- 238000004891 communication Methods 0.000 description 4
- 230000008569 process Effects 0.000 description 4
- 230000008901 benefit Effects 0.000 description 2
- 238000004422 calculation algorithm Methods 0.000 description 2
- 238000003745 diagnosis Methods 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 239000004065 semiconductor Substances 0.000 description 2
- RYGMFSIKBFXOCR-UHFFFAOYSA-N Copper Chemical compound [Cu] RYGMFSIKBFXOCR-UHFFFAOYSA-N 0.000 description 1
- 241000272190 Falco peregrinus Species 0.000 description 1
- 230000007812 deficiency Effects 0.000 description 1
- 230000002452 interceptive effect Effects 0.000 description 1
- 239000000203 mixture Substances 0.000 description 1
- 239000013307 optical fiber Substances 0.000 description 1
- FWZLYKYJQSQEPN-SKLAJPBESA-N peregrine Chemical compound OC1[C@H]2[C@@H]3C4([C@@H]5C6OC(C)=O)C(OC)CC[C@@]5(C)CN(CC)[C@H]4C6[C@@]2(OC)C[C@H](OC)[C@H]1C3 FWZLYKYJQSQEPN-SKLAJPBESA-N 0.000 description 1
- FWZLYKYJQSQEPN-UHFFFAOYSA-N peregrine Natural products OC1C2C3C4(C5C6OC(C)=O)C(OC)CCC5(C)CN(CC)C4C6C2(OC)CC(OC)C1C3 FWZLYKYJQSQEPN-UHFFFAOYSA-N 0.000 description 1
- 238000012545 processing Methods 0.000 description 1
- 230000001902 propagating effect Effects 0.000 description 1
- 239000007787 solid Substances 0.000 description 1
- 230000003068 static effect Effects 0.000 description 1
- 238000012360 testing method Methods 0.000 description 1
- 238000013518 transcription Methods 0.000 description 1
- 230000035897 transcription Effects 0.000 description 1
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- 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
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/80—Information retrieval; Database structures therefor; File system structures therefor of semi-structured data, e.g. markup language structured data such as SGML, XML or HTML
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
Definitions
- the present invention is generally related to help desks and search methodologies, and more particularly related to active content and searching through content related to the fields of web-based content, mark-up languages and active content, including more particularly notions and standards such as html, dhtml (dynamic html), javascript, java applets and active-X controls.
- the present invention addresses one or more deficiencies of the prior art.
- xml pages are obtained from knowledge bases that contain step by step instructions.
- the xml pages are presented as “active content,” by which we mean a series of prompted questions and answers.
- a user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management/ticketing system.
- “active content” that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them. In this manner, the embarrassment of the user feeling like they are saying the same thing twice may be minimized.
- a computer implemented system wherein text-based documents are treated in a support knowledge repository as a set of structured directions, or queries for user information, comprises a problem determination engine that interacts with a user through a rendered text-based knowledge document and gathers answers to asked questions and provides the user with follow on information.
- the rendered text based document may comprise active content.
- the active content may comprise xml.
- a computer implemented system may comprise an authoring system, wherein the authoring system creates the active content.
- the active content may be interpreted as a sequence of procedural steps some of which may solicit information from the user.
- a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents to a system or application clipboard, or offers the user the option of copying said contents to a system or application clipboard.
- a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents into a problem ticketing system.
- a method for searching through a collection of standard text and active documents used in a product or system support environment includes rendering one or more text based document to comprise active content.
- the active content comprises xml.
- a method for searching through a collection of standard text and active documents used in a product or system environment includes identification of answers to questions in the documents. The answers may be identified in response to a user search query. The answers may be supplied to a problem determination engine. The problem determination engine presents the answers to the user. The engine may offer the user the ability to modify answers to questions erroneously presumed to be answered by the search query. A rank of query results may be increased based on the degree to which a problem description or search query implicitly answers the questions.
- a computer program product comprises a computer readable usable medium having computer usable code that renders text-based documents in a support knowledge repository as a set of structured directions or queries for user information.
- a computer program product comprises a computer readable usable medium having computer usable code that implements an authoring system, wherein the authoring system renders text documents as active content.
- a computer program product comprises a computer readable usable medium having computer usable code that implements a problem determination engine that walks a user through a rendered text-based knowledge document and gathers answers to asked questions and provides appropriate follow-on information.
- the active content comprises xml.
- a knowledge document based system comprises one or more computer implemented text based knowledge document, wherein the one or more text based knowledge document comprise xml.
- FIG. 1 there is seen a representation of a high level system architecture and process.
- FIGS. 2 and 3 there are seen representations of an xml document created according to one embodiment of the present invention.
- FIG. 4 there is seen a representation of a screen shot of a Problem Determination Engine.
- FIG. 5 there is seen a representation of a system, wherein one or more of the embodiments of the invention described herein may be implemented.
- FIG. 6 there is seen a representation of possible embodiments of a client, a server, storage and/or other devices(s), with which embodiments of the present invention may be implemented.
- the enumerated listing of items does not imply that any or all of the items are mutually exclusive, unless expressly specified otherwise.
- the terms “a”, “an” and “the” mean “one or more”, unless expressly specified otherwise.
- the present invention implements creation and storage of active content (step 200 ).
- the active content is stored together with text documents that are part of a knowledge base of solutions to commonly found problems.
- the active content is rendered by an authoring system (step 100 ) as a series of interactive, prompted steps, using a browser and back-end server software, for example by an application using a servlet/jsp paradigm, as is known to those skilled in the art.
- the authoring system is used to create active content as xml, and an independent “executor” executes (“walks”) the directed graph (described by the xml) of content, prompting the user for questions and answers, all the while recording the interaction.
- the authoring system includes a graphical user interface that assists in creating a sequence of questions and answers. The authoring system may help a user to visualize questions, and how different answers to a question may give rise to different subsequent questions.
- a user may be given the option of copying a transcript of the interaction into the system clipboard for subsequent pasting into a problem management/ticketing system, or other means for routing to parties that need to be informed about the incident.
- FIGS. 2 and 3 there are seen representations of an xml document created according to one embodiment of the present invention.
- a user may create an xml document by hand and/or with the aid of any alternative xml editor.
- FIG. 3 is meant to be concatenated at the bottom of FIG. 2 to form one xml file
- an account of the nodes (questions and termination points) and edges (answers) of a directed graph that indicate a series of questions and answers needed to resolve a particular kind of help desk problem.
- the graph is a snippet representing a handoff to another support group.
- Each node or question may include a number of attributes, which may comprise:
- Edges may comprise the following attributes:
- nodes and edges describe a complete directed graph containing all questions and answers that lead to a diagnosis and resolution of the problem or problem family of the active content document.
- the generated mark-up text may be stored in a content repository (step 200 ) for later retrieval, either by the authoring system (i.e. if a revision to the flow is needed) or by a system that interactively prompts users for answers to questions (step 300 ), for example, using a system that we refer to variously as the Problem Determination Engine, the Execution Engine, or simply the “Executor.”
- FIG. 4 there is seen a representation of a screen shot of a Problem Determination Engine used in (step 300 ) of FIG. 1 .
- a user may be presented with a question, a set of answers, and a list of previously asked questions and their answers.
- the bottom frame may be empty, but optionally can be used to help a user to answer the question.
- a user may go back to a previously answered question by clicking on the question hyperlink and changing the previous answer.
- a user may also click on a Grab History button, in which case the historical interaction may be copied into a text box.
- the user may then click on a Copy and Close button to copy the historical interaction transcription into a clipboard (step 400 ) and then paste the contents into a problem ticketing system (step 500 ), from which the ticket may be directed to a Problem Management Database (step 600 ) for reporting, further routing, and sharing the experience with other call takers or, in a self-help environment, by end users.
- a Copy and Close button to copy the historical interaction transcription into a clipboard (step 400 ) and then paste the contents into a problem ticketing system (step 500 ), from which the ticket may be directed to a Problem Management Database (step 600 ) for reporting, further routing, and sharing the experience with other call takers or, in a self-help environment, by end users.
- the present invention identifies that search methodologies may be beneficially implemented to search the aforementioned active content, or a mixture of active content and traditional documents.
- Searches of knowledge documents may be performed in either a self-help or call center environment, wherein one may enter search terms or a description of one's problem to perform a keyword search that returns matching documents.
- users may be encouraged to provide reasonable descriptions of their problems in a search query and then to use semantic analysis to discern when questions being called out by the active content are either explicitly or implicitly being answered.
- a user can be presented with the answers in a way such that the answers can readily be changed (i.e. as in the previously discussed FIG. 4 ). It is noted that in a typical call-center interaction, users typically describe their problem to the call-taker, so this description would normally be entered in its entirety as a search query.
- System 501 may comprise a network 502 , wherein one or more clients 510 , 512 , 514 are operatively coupled to communicate with one or more servers 504 , 506 , and one or more storage devices 508 , as could be implemented by those skilled in the art.
- Client/server may describe a relationship between two computers/programs in which one computer/program, the client, makes a request for service to another computer/program, the server, which fulfills the request.
- the client/server idea can be used by programs within a single computer, it is applicable to a network of computers as well.
- the client/server model provides a convenient and efficient way to implement and interconnect needed hardware, firmware, and software that may distributed across different locations.
- a client, a server, storage and/or other devices(s) may comprise one or more of the following: a processor 606 , a memory 608 (e.g., a volatile memory device), storage devices 626 , 630 , 624 , and other shown and unshown circuits, as are known and able to be implemented by those skilled in the art.
- storage devices may be embodied as a non-volatile memory device, magnetic disk drive, optical disk drive, tape drive, etc. Storage may as well comprise an internal storage device, an attached storage device, and/or a network accessible storage device.
- Other possible components know to those skilled are represented and may be implemented as needed by those skilled in the art.
- one or more of the embodiments described herein may as well be implemented by those skilled in the art as a method, apparatus or article of manufacture involving software, firmware, micro-code, hardware and/or combinations thereof.
- Certain embodiments of the present invention in system 501 may reside on and/or may be implemented in a processor, a memory, storage, circuit, hardware, firmware, software, etc.
- the present invention may be deployed as computing instructions by a person or automated processing integrating computer-readable code into a computing system, wherein the code in combination with the computing system is enabled to perform the operations of the described embodiments.
- Certain ones of the operations described herein may be performed in parallel as well as sequentially. In alternative embodiments, certain of the operations may be performed in a different order, modified or removed.
- some of the elements have been described separately for purposes of illustration. Such components may be integrated into a fewer number of components or divided into a larger number of components. Additionally, certain operations described as performed by a specific component may be performed by other components.
- article of manufacture refers to code or logic implemented in a medium, where such medium may comprise hardware logic [e.g., an integrated circuit chip, Programmable Gate Array (PGA), Application Specific Integrated Circuit (ASIC), etc.] or a computer readable medium, such as magnetic storage medium (e.g., hard disk drives, floppy disks, tape, etc.), optical storage (CD-ROMs, optical disks, etc.), volatile and non-volatile memory devices [e.g., Electrically Erasable Programmable Read Only Memory (EEPROM), Read Only Memory (ROM), Programmable Read Only Memory (PROM), Random Access Memory (RAM), Dynamic Random Access Memory (DRAM), Static Random Access Memory (SRAM), flash, firmware, programmable logic, etc.].
- hardware logic e.g., an integrated circuit chip, Programmable Gate Array (PGA), Application Specific Integrated Circuit (ASIC), etc.
- a computer readable medium such as magnetic storage medium (e.g., hard disk drives, floppy disks, tape, etc.), optical storage (
- Code in the computer readable medium is accessed and executed by a processor.
- the medium in which the code or logic is encoded may also comprise transmission signals propagating through space or a transmission media, such as an optical fiber, copper wire, etc.
- the transmission signal in which the code or logic is encoded may further comprise a wireless signal, satellite transmission, radio waves, infrared signals, Bluetooth, etc.
- the transmission signal in which the code or logic is encoded is capable of being transmitted by a transmitting station and received by a receiving station, where the code or logic encoded in the transmission signal may be decoded and stored in hardware or a computer readable medium at the receiving and transmitting stations or devices.
- the “article of manufacture” may comprise a combination of hardware and software components in which the code is embodied, processed, and executed.
- an article of manufacture may comprise any information bearing medium.
- an article of manufacture comprises a storage medium having stored therein instructions that when executed by a machine results in operations being performed.
- Certain embodiments can take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment containing both hardware and software elements.
- the invention is implemented in software, which includes but is not limited to firmware, resident software, microcode, etc.
- certain embodiments can take the form of a computer program product accessible from a computer usable or computer readable medium providing program code for use by or in connection with a computer or any instruction execution system.
- a computer usable or computer readable medium can be any apparatus that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device.
- the medium can be an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system (or apparatus or device) or a propagation medium.
- Examples of a computer-readable medium include a semiconductor or solid state memory, magnetic tape, a removable computer diskette, a random access memory (RAM), a read-only memory (ROM), a rigid magnetic disk and an optical disk.
- Current examples of optical disks include compact disk—read only memory (CD-ROM), compact disk—read/write (CD-R/W) and DVD.
- process steps, method steps, algorithms or the like may be described in a sequential order, such processes, methods and algorithms may be configured to work in alternate orders.
- any sequence or order of steps that may be described does not necessarily indicate a requirement that the steps be performed in that order.
- the steps of processes described herein may be performed in any order practical. Further, some steps may be performed simultaneously, in parallel, or concurrently.
Abstract
Xml pages are obtained from knowledge bases that contain step by step instructions. The xml pages are presented as “active content,” by which we mean a series of prompted questions and answers. A user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management/ticketing system. Active content that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them.
Description
- The present invention is generally related to help desks and search methodologies, and more particularly related to active content and searching through content related to the fields of web-based content, mark-up languages and active content, including more particularly notions and standards such as html, dhtml (dynamic html), javascript, java applets and active-X controls.
- In the prior art, in order to answer callers' problems, call takers must navigate through knowledge documents and follow documented procedures, during which time the callers are asked a series of questions. In such systems, after the problem is resolved or needs to be escalated to a higher level of support, the problem is documented in a problem management/ticketing system (such as, for example. commercial Peregrine and Remedy systems).
- There presently does not exist a way to automatically track diagnostic steps and immediately transcribe the results into a ticketing or other recording system without a user having to independently spell out the details of the diagnostic steps taken. In addition, when a user describes their problem through an explicit or implicit search interface (either to a call taker, or in the context of self-help) to the self-help system, and when either the call taker or the user is taken to a knowledge document to resolve the problem, there presently does not exist a way to bypass questions in the knowledge document that are implicitly answered by the problem description/search query.
- Accordingly, the present invention addresses one or more deficiencies of the prior art.
- In one embodiment, xml pages are obtained from knowledge bases that contain step by step instructions. The xml pages are presented as “active content,” by which we mean a series of prompted questions and answers. A user's interactions with the active content is recorded so that the results may be copied to the user's clipboard for automatic transfer to a problem management/ticketing system.
- In one embodiment, “active content” that contains embedded questions asked of the user may be used to infer answers to some of the questions from a search query, and, thus, alleviate the need for the user to answer them. In this manner, the embarrassment of the user feeling like they are saying the same thing twice may be minimized.
- In one embodiment, a computer implemented system, wherein text-based documents are treated in a support knowledge repository as a set of structured directions, or queries for user information, comprises a problem determination engine that interacts with a user through a rendered text-based knowledge document and gathers answers to asked questions and provides the user with follow on information. The rendered text based document may comprise active content. The active content may comprise xml. In one embodiment, a computer implemented system may comprise an authoring system, wherein the authoring system creates the active content. The active content may be interpreted as a sequence of procedural steps some of which may solicit information from the user. In one embodiment, a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents to a system or application clipboard, or offers the user the option of copying said contents to a system or application clipboard. In one embodiment, a computer implemented system may comprise an executor, wherein in response to user interaction with active content, the executor captures contents of a history of asked questions and provided information and copies the contents into a problem ticketing system.
- In one embodiment, a method for searching through a collection of standard text and active documents used in a product or system support environment includes rendering one or more text based document to comprise active content. In one embodiment, the active content comprises xml. In one embodiment, a method for searching through a collection of standard text and active documents used in a product or system environment includes identification of answers to questions in the documents. The answers may be identified in response to a user search query. The answers may be supplied to a problem determination engine. The problem determination engine presents the answers to the user. The engine may offer the user the ability to modify answers to questions erroneously presumed to be answered by the search query. A rank of query results may be increased based on the degree to which a problem description or search query implicitly answers the questions.
- In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that renders text-based documents in a support knowledge repository as a set of structured directions or queries for user information. In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that implements an authoring system, wherein the authoring system renders text documents as active content. In one embodiment, a computer program product comprises a computer readable usable medium having computer usable code that implements a problem determination engine that walks a user through a rendered text-based knowledge document and gathers answers to asked questions and provides appropriate follow-on information. In one embodiment, the active content comprises xml.
- In one embodiment, a knowledge document based system comprises one or more computer implemented text based knowledge document, wherein the one or more text based knowledge document comprise xml.
- Other embodiments, other advantages, and other benefits will become apparent upon a reading of the included description, figures, and claims.
- In
FIG. 1 there is seen a representation of a high level system architecture and process. - In
FIGS. 2 and 3 there are seen representations of an xml document created according to one embodiment of the present invention. - In
FIG. 4 there is seen a representation of a screen shot of a Problem Determination Engine. - In
FIG. 5 there is seen a representation of a system, wherein one or more of the embodiments of the invention described herein may be implemented. - In
FIG. 6 there is seen a representation of possible embodiments of a client, a server, storage and/or other devices(s), with which embodiments of the present invention may be implemented. - In the following discussion, the terms “certain embodiments”, “an embodiment”, “embodiment”, “embodiments”, “the embodiment”, “the embodiments”, “one or more embodiments”, “some embodiments”, “one embodiment”, and other variants thereof, mean one or more (but not all) embodiments unless expressly specified otherwise. The terms “including”, “comprising”, “having” and variants thereof mean “including but not limited to”, unless expressly specified otherwise. The enumerated listing of items does not imply that any or all of the items are mutually exclusive, unless expressly specified otherwise. The terms “a”, “an” and “the” mean “one or more”, unless expressly specified otherwise.
- Referring to
FIG. 1 , there is seen a representation of a high level system architecture and process used to enable embodiments of the present invention. In one embodiment, the present invention implements creation and storage of active content (step 200). In this embodiment, the active content is stored together with text documents that are part of a knowledge base of solutions to commonly found problems. In this embodiment, the active content is rendered by an authoring system (step 100) as a series of interactive, prompted steps, using a browser and back-end server software, for example by an application using a servlet/jsp paradigm, as is known to those skilled in the art. In a preferred embodiment, the authoring system is used to create active content as xml, and an independent “executor” executes (“walks”) the directed graph (described by the xml) of content, prompting the user for questions and answers, all the while recording the interaction. In one embodiment, the authoring system includes a graphical user interface that assists in creating a sequence of questions and answers. The authoring system may help a user to visualize questions, and how different answers to a question may give rise to different subsequent questions. At the end of a question and answer session, presumably after either the problem is resolved, or the problem is deemed irresolvable given limitations of the content, a user may be given the option of copying a transcript of the interaction into the system clipboard for subsequent pasting into a problem management/ticketing system, or other means for routing to parties that need to be informed about the incident. - Referring now to
FIGS. 2 and 3 , there are seen representations of an xml document created according to one embodiment of the present invention. In addition to embodiments described herein, a user may create an xml document by hand and/or with the aid of any alternative xml editor. In the represented xml rendition of active content, one can see in a single xml file (FIG. 3 is meant to be concatenated at the bottom ofFIG. 2 to form one xml file), an account of the nodes (questions and termination points), and edges (answers) of a directed graph that indicate a series of questions and answers needed to resolve a particular kind of help desk problem. In the embodiment represented byFIGS. 2 and 3 , the graph is a snippet representing a handoff to another support group. Each node or question may include a number of attributes, which may comprise: -
- id—unique numerical identifier
- name—a textual name label for the question or termination point
- type—either “test” indicating a question, or “state” indicating a termination point of the diagnosis
- action—an optional URL of a web page that helps the user answer the question being asked, or in the case of a termination point the url of the problem resolution
- text—in the case of a detailed question, the more detailed question
- name_label—the label used in the graph viewing GUI to display, in brief, the question text. If text=″″ then the label is assumed to be the entirety of the question.
- comment—an optional textual comment placed by the author. Has no consequence for execution.
- In the xml rendition of active content, following the description of nodes (
FIG. 2 ), there is seen a description of (directed) edges (FIG. 3 ). Edges may comprise the following attributes: -
- source—node id of the question to which this edge represents one of the answers
- target—node id of the question following the one just asked given the answer described by this edge
- label—textual answer to the question with node id=source.
- Together, the nodes and edges describe a complete directed graph containing all questions and answers that lead to a diagnosis and resolution of the problem or problem family of the active content document.
- Referring back to
FIG. 1 , after the active content is created, either using an authoring system or otherwise, the generated mark-up text may be stored in a content repository (step 200) for later retrieval, either by the authoring system (i.e. if a revision to the flow is needed) or by a system that interactively prompts users for answers to questions (step 300), for example, using a system that we refer to variously as the Problem Determination Engine, the Execution Engine, or simply the “Executor.” - Referring now to
FIG. 4 , there is seen a representation of a screen shot of a Problem Determination Engine used in (step 300) ofFIG. 1 . InFIG. 4 , there is seen that a user may be presented with a question, a set of answers, and a list of previously asked questions and their answers. In one embodiment, the bottom frame may be empty, but optionally can be used to help a user to answer the question. In one embodiment, a user may go back to a previously answered question by clicking on the question hyperlink and changing the previous answer. InFIG. 4 , there is seen that a user may also click on a Grab History button, in which case the historical interaction may be copied into a text box. The user may then click on a Copy and Close button to copy the historical interaction transcription into a clipboard (step 400) and then paste the contents into a problem ticketing system (step 500), from which the ticket may be directed to a Problem Management Database (step 600) for reporting, further routing, and sharing the experience with other call takers or, in a self-help environment, by end users. - The present invention identifies that search methodologies may be beneficially implemented to search the aforementioned active content, or a mixture of active content and traditional documents. Searches of knowledge documents may be performed in either a self-help or call center environment, wherein one may enter search terms or a description of one's problem to perform a keyword search that returns matching documents. In this manner, users may be encouraged to provide reasonable descriptions of their problems in a search query and then to use semantic analysis to discern when questions being called out by the active content are either explicitly or implicitly being answered. Because there maybe some doubt as to whether the answers believed to be implied by the search are in fact implied by the search, a user can be presented with the answers in a way such that the answers can readily be changed (i.e. as in the previously discussed
FIG. 4 ). It is noted that in a typical call-center interaction, users typically describe their problem to the call-taker, so this description would normally be entered in its entirety as a search query. - Referring now to
FIG. 5 , there is seen a representation of asystem 501, wherein one or more of the embodiments of the invention described herein may be implemented.System 501 may comprise anetwork 502, wherein one ormore clients more servers more storage devices 508, as could be implemented by those skilled in the art. Client/server may describe a relationship between two computers/programs in which one computer/program, the client, makes a request for service to another computer/program, the server, which fulfills the request. Although the client/server idea can be used by programs within a single computer, it is applicable to a network of computers as well. In a network, the client/server model provides a convenient and efficient way to implement and interconnect needed hardware, firmware, and software that may distributed across different locations. - Referring now to
FIG. 6 , and other Figures as needed, there is seen a representation of possible embodiments of a client, a server, storage and/or other devices(s), with which embodiments of the present invention may be implemented. In embodiments, a client, a server, storage and/or other devices(s) may comprise one or more of the following: aprocessor 606, a memory 608 (e.g., a volatile memory device),storage devices - Accordingly, one or more of the embodiments described herein may as well be implemented by those skilled in the art as a method, apparatus or article of manufacture involving software, firmware, micro-code, hardware and/or combinations thereof. Certain embodiments of the present invention in
system 501 may reside on and/or may be implemented in a processor, a memory, storage, circuit, hardware, firmware, software, etc. In one embodiment, the present invention may be deployed as computing instructions by a person or automated processing integrating computer-readable code into a computing system, wherein the code in combination with the computing system is enabled to perform the operations of the described embodiments. Certain ones of the operations described herein may be performed in parallel as well as sequentially. In alternative embodiments, certain of the operations may be performed in a different order, modified or removed. Furthermore, some of the elements have been described separately for purposes of illustration. Such components may be integrated into a fewer number of components or divided into a larger number of components. Additionally, certain operations described as performed by a specific component may be performed by other components. - The term “article of manufacture” as used herein refers to code or logic implemented in a medium, where such medium may comprise hardware logic [e.g., an integrated circuit chip, Programmable Gate Array (PGA), Application Specific Integrated Circuit (ASIC), etc.] or a computer readable medium, such as magnetic storage medium (e.g., hard disk drives, floppy disks, tape, etc.), optical storage (CD-ROMs, optical disks, etc.), volatile and non-volatile memory devices [e.g., Electrically Erasable Programmable Read Only Memory (EEPROM), Read Only Memory (ROM), Programmable Read Only Memory (PROM), Random Access Memory (RAM), Dynamic Random Access Memory (DRAM), Static Random Access Memory (SRAM), flash, firmware, programmable logic, etc.]. Code in the computer readable medium is accessed and executed by a processor. The medium in which the code or logic is encoded may also comprise transmission signals propagating through space or a transmission media, such as an optical fiber, copper wire, etc. The transmission signal in which the code or logic is encoded may further comprise a wireless signal, satellite transmission, radio waves, infrared signals, Bluetooth, etc. The transmission signal in which the code or logic is encoded is capable of being transmitted by a transmitting station and received by a receiving station, where the code or logic encoded in the transmission signal may be decoded and stored in hardware or a computer readable medium at the receiving and transmitting stations or devices. Additionally, the “article of manufacture” may comprise a combination of hardware and software components in which the code is embodied, processed, and executed. Of course, those skilled in the art will recognize that many modifications may be made without departing from the scope of embodiments, and that an article of manufacture may comprise any information bearing medium. For example, an article of manufacture comprises a storage medium having stored therein instructions that when executed by a machine results in operations being performed.
- Certain embodiments can take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment containing both hardware and software elements. In a preferred embodiment, the invention is implemented in software, which includes but is not limited to firmware, resident software, microcode, etc. Furthermore, certain embodiments can take the form of a computer program product accessible from a computer usable or computer readable medium providing program code for use by or in connection with a computer or any instruction execution system. For the purposes of this description, a computer usable or computer readable medium can be any apparatus that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device. The medium can be an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system (or apparatus or device) or a propagation medium. Examples of a computer-readable medium include a semiconductor or solid state memory, magnetic tape, a removable computer diskette, a random access memory (RAM), a read-only memory (ROM), a rigid magnetic disk and an optical disk. Current examples of optical disks include compact disk—read only memory (CD-ROM), compact disk—read/write (CD-R/W) and DVD.
- Elements of the invention that are in communication with each other need not be in continuous communication with each other, unless expressly specified otherwise. In addition, devices that are in communication with each other may communicate directly or indirectly through one or more intermediaries. Additionally, a description of an embodiment with several elements in communication with each other does not necessarily imply that all such components are required. On the contrary a variety of optional elements are described to illustrate the wide variety of possible embodiments.
- Further, although process steps, method steps, algorithms or the like may be described in a sequential order, such processes, methods and algorithms may be configured to work in alternate orders. In other words, any sequence or order of steps that may be described does not necessarily indicate a requirement that the steps be performed in that order. The steps of processes described herein may be performed in any order practical. Further, some steps may be performed simultaneously, in parallel, or concurrently.
- Therefore, the foregoing description of the embodiments has been presented for the purposes of illustration and description. It is not intended to be exhaustive or to limit the embodiments to the precise form disclosed. Many modifications and variations are possible in light of the above teaching.
Claims (20)
1. A computer implemented system, wherein text-based documents are treated in a support knowledge repository as a set of structured directions, or queries for user information, comprising:
a problem determination engine that interacts with a user through a rendered text-based knowledge document and that gathers answers to asked questions and provides the user with follow on information.
2. The system of claim 1 , wherein the rendered text based document comprises active content.
3. The system of claim 2 , wherein the active content comprises xml.
4. The system of claim 2 , further comprising an authoring system, wherein the authoring system creates the active content.
5. The system of claim 4 , wherein the active content is interpreted as a sequence of procedural steps some of which may solicit information from the user.
6. The system of claim 2 , further comprising an executor, wherein in response to user interaction with the active content, the executor captures contents of a history of asked questions and provided information and copies the contents to a system or application clipboard, or offers the user the option of copying said contents to a system or application clipboard.
7. The system of claim 2 , further comprising an executor, wherein in response to user interaction with the active content, the executor captures contents of a history of asked questions and provided information and copies the contents into a problem ticketing system.
8. A method for searching through a collection of standard text and active documents used in a product or system support environment, comprising the following: rendering one or more text based document to comprise active content.
9. The method of claim 8 , wherein the active content comprises xml.
10. The method of claim 8 , further comprising identification of answers to questions in the documents.
11. The method of claim 10 , wherein the answers are identified in response to a user search query.
12. The method of claim 10 , wherein the answers are supplied to a problem determination engine.
13. The method of claim 12 , wherein the engine presents the answers to the user.
14. The method of claim 13 , wherein the engine offers the user the ability to modify answers to questions erroneously presumed to be answered by the search query.
15. A search method as described in claim 11 , wherein rank of query results is increased based on the degree to which a problem description or search query implicitly answers the questions.
16. A computer program product, comprising:
a computer readable usable medium having computer usable code that renders text-based documents in a knowledge repository as a set of structured directions or queries for user information.
17. The product of claim 16 , further comprising:
an authoring system, wherein the authoring system renders text documents as active content.
18. The product of claim 1 , further comprising a problem determination engine that walks a user through a rendered text-based knowledge document and gathers answers to asked questions and provides appropriate follow-on information.
19. The system of claim 17 , wherein the active content comprises xml.
20. A knowledge document based system, comprising: one or more computer implemented text based knowledge document, wherein the one or more text based knowledge document comprise xml.
Priority Applications (7)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US11/421,847 US20070292833A1 (en) | 2006-06-02 | 2006-06-02 | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
PCT/US2007/070161 WO2007143516A2 (en) | 2006-06-02 | 2007-05-31 | System and method for creating, executing and searching through a form of active web-based content |
CNA2007800192584A CN101454749A (en) | 2006-06-02 | 2007-05-31 | System and method for creating, executing and searching through a form of active web-based content |
JP2009513465A JP5254960B2 (en) | 2006-06-02 | 2007-05-31 | System and method for creating, executing and retrieving forms of web-based active content |
EP07784262A EP2027530A4 (en) | 2006-06-02 | 2007-05-31 | System and method for creating, executing and searching through a form of active web-based content |
TW096119778A TW200813805A (en) | 2006-06-02 | 2007-06-01 | System and method for creating, executing and searching through a form of active web-based content |
US12/120,414 US7739273B2 (en) | 2006-06-02 | 2008-05-14 | Method for creating, executing and searching through a form of active web-based content |
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US11/421,847 US20070292833A1 (en) | 2006-06-02 | 2006-06-02 | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
Related Child Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US12/120,414 Continuation US7739273B2 (en) | 2006-06-02 | 2008-05-14 | Method for creating, executing and searching through a form of active web-based content |
Publications (1)
Publication Number | Publication Date |
---|---|
US20070292833A1 true US20070292833A1 (en) | 2007-12-20 |
Family
ID=38802235
Family Applications (2)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US11/421,847 Abandoned US20070292833A1 (en) | 2006-06-02 | 2006-06-02 | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
US12/120,414 Active US7739273B2 (en) | 2006-06-02 | 2008-05-14 | Method for creating, executing and searching through a form of active web-based content |
Family Applications After (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US12/120,414 Active US7739273B2 (en) | 2006-06-02 | 2008-05-14 | Method for creating, executing and searching through a form of active web-based content |
Country Status (6)
Country | Link |
---|---|
US (2) | US20070292833A1 (en) |
EP (1) | EP2027530A4 (en) |
JP (1) | JP5254960B2 (en) |
CN (1) | CN101454749A (en) |
TW (1) | TW200813805A (en) |
WO (1) | WO2007143516A2 (en) |
Cited By (16)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20070282644A1 (en) * | 2006-06-05 | 2007-12-06 | Yixin Diao | System and method for calibrating and extrapolating complexity metrics of information technology management |
US20070282470A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for capturing and reusing intellectual capital in IT management |
US20070282776A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for service oriented collaboration |
US20070282653A1 (en) * | 2006-06-05 | 2007-12-06 | Ellis Edward Bishop | Catalog based services delivery management |
US20080213740A1 (en) * | 2006-06-02 | 2008-09-04 | International Business Machines Corporation | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
US7877284B2 (en) | 2006-06-05 | 2011-01-25 | International Business Machines Corporation | Method and system for developing an accurate skills inventory using data from delivery operations |
US8468042B2 (en) | 2006-06-05 | 2013-06-18 | International Business Machines Corporation | Method and apparatus for discovering and utilizing atomic services for service delivery |
US8554596B2 (en) | 2006-06-05 | 2013-10-08 | International Business Machines Corporation | System and methods for managing complex service delivery through coordination and integration of structured and unstructured activities |
US20140280068A1 (en) * | 2013-03-15 | 2014-09-18 | Bmc Software, Inc. | Adaptive learning of effective troubleshooting patterns |
US9110934B2 (en) | 2006-06-02 | 2015-08-18 | International Business Machines Corporation | System and method for delivering an integrated server administration platform |
US20160142544A1 (en) * | 2014-11-19 | 2016-05-19 | Electronics And Telecommunications Research Institute | Apparatus and method for customer interaction service |
US9355150B1 (en) * | 2012-06-27 | 2016-05-31 | Bryan R. Bell | Content database for producing solution documents |
US20170278076A1 (en) * | 2016-03-23 | 2017-09-28 | Fujitsu Limited | Input assistance method, computer-readable recording medium, and input assistance device |
WO2019108276A1 (en) * | 2017-11-28 | 2019-06-06 | Intuit Inc. | Method and apparatus for providing personalized self-help experience |
US11250038B2 (en) * | 2018-01-21 | 2022-02-15 | Microsoft Technology Licensing, Llc. | Question and answer pair generation using machine learning |
US20220214897A1 (en) * | 2020-03-11 | 2022-07-07 | Atlassian Pty Ltd. | Computer user interface for a virtual workspace having multiple application portals displaying context-related content |
Families Citing this family (8)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20070282645A1 (en) * | 2006-06-05 | 2007-12-06 | Aaron Baeten Brown | Method and apparatus for quantifying complexity of information |
US20070288274A1 (en) * | 2006-06-05 | 2007-12-13 | Tian Jy Chao | Environment aware resource capacity planning for service delivery |
US8244548B2 (en) * | 2008-12-18 | 2012-08-14 | International Business Machines Corporation | Augmenting service oriented architecture governance maturity |
US8302010B2 (en) * | 2010-03-29 | 2012-10-30 | Avid Technology, Inc. | Transcript editor |
CN103250129A (en) | 2010-09-24 | 2013-08-14 | 国际商业机器公司 | Providing question and answers with deferred type evaluation using text with limited structure |
CN102663002B (en) * | 2012-03-16 | 2014-05-07 | 掌中帷幄(北京)科技有限公司 | Method and system for structured-document rendering |
CN111753064B (en) * | 2016-04-28 | 2022-05-20 | 荣耀终端有限公司 | Man-machine interaction method and device |
US10176155B2 (en) * | 2016-08-09 | 2019-01-08 | Microsoft Technology Licensing, Llc | Modifying a document graph to reflect information relating to a document it represents |
Citations (18)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5884302A (en) * | 1996-12-02 | 1999-03-16 | Ho; Chi Fai | System and method to answer a question |
US6131085A (en) * | 1993-05-21 | 2000-10-10 | Rossides; Michael T | Answer collection and retrieval system governed by a pay-off meter |
US6263335B1 (en) * | 1996-02-09 | 2001-07-17 | Textwise Llc | Information extraction system and method using concept-relation-concept (CRC) triples |
US20010047270A1 (en) * | 2000-02-16 | 2001-11-29 | Gusick David L. | Customer service system and method |
US6363384B1 (en) * | 1999-06-29 | 2002-03-26 | Wandel & Goltermann Technologies, Inc. | Expert system process flow |
US20030018629A1 (en) * | 2001-07-17 | 2003-01-23 | Fujitsu Limited | Document clustering device, document searching system, and FAQ preparing system |
US6526404B1 (en) * | 1998-01-30 | 2003-02-25 | Sopheon Edinburgh Limited | Information system using human resource profiles |
US20030101086A1 (en) * | 2001-11-23 | 2003-05-29 | Gregory San Miguel | Decision tree software system |
US20030225747A1 (en) * | 2002-06-03 | 2003-12-04 | International Business Machines Corporation | System and method for generating and retrieving different document layouts from a given content |
US20040181435A9 (en) * | 2002-06-14 | 2004-09-16 | Reinsurance Group Of America Corporation | Computerized system and method of performing insurability analysis |
US20040186758A1 (en) * | 2003-03-20 | 2004-09-23 | Yilmaz Halac | System for bringing a business process into compliance with statutory regulations |
US20050114306A1 (en) * | 2003-11-20 | 2005-05-26 | International Business Machines Corporation | Integrated searching of multiple search sources |
US20060112036A1 (en) * | 2004-10-01 | 2006-05-25 | Microsoft Corporation | Method and system for identifying questions within a discussion thread |
US20060224569A1 (en) * | 2005-03-31 | 2006-10-05 | Desanto John A | Natural language based search engine and methods of use therefor |
US20060224580A1 (en) * | 2005-03-31 | 2006-10-05 | Quiroga Martin A | Natural language based search engine and methods of use therefor |
US20070073651A1 (en) * | 2005-09-23 | 2007-03-29 | Tomasz Imielinski | System and method for responding to a user query |
US7260535B2 (en) * | 2003-04-28 | 2007-08-21 | Microsoft Corporation | Web server controls for web enabled recognition and/or audible prompting for call controls |
US20090012887A1 (en) * | 2006-03-01 | 2009-01-08 | T.K.T Technologies Ltd. | Method And System For Provision Of Personalized Service |
Family Cites Families (80)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5734837A (en) | 1994-01-14 | 1998-03-31 | Action Technologies, Inc. | Method and apparatus for building business process applications in terms of its workflows |
US5774661A (en) | 1995-04-18 | 1998-06-30 | Network Imaging Corporation | Rule engine interface for a visual workflow builder |
US5765138A (en) * | 1995-08-23 | 1998-06-09 | Bell Atlantic Network Services, Inc. | Apparatus and method for providing interactive evaluation of potential vendors |
US5850535A (en) | 1995-10-12 | 1998-12-15 | Computervision Corporation | Roll-back during regeneration on a computer-aided design system |
US20030033402A1 (en) * | 1996-07-18 | 2003-02-13 | Reuven Battat | Method and apparatus for intuitively administering networked computer systems |
US5870545A (en) | 1996-12-05 | 1999-02-09 | Hewlett-Packard Company | System and method for performing flexible workflow process compensation in a distributed workflow management system |
US5937388A (en) | 1996-12-05 | 1999-08-10 | Hewlett-Packard Company | System and method for performing scalable distribution of process flow activities in a distributed workflow management system |
US5826239A (en) | 1996-12-17 | 1998-10-20 | Hewlett-Packard Company | Distributed workflow resource management system and method |
US20030018771A1 (en) * | 1997-07-15 | 2003-01-23 | Computer Associates Think, Inc. | Method and apparatus for generating and recognizing speech as a user interface element in systems and network management |
US6339838B1 (en) | 1998-01-02 | 2002-01-15 | At&T Corp. | Control of commercial processes |
JP3450175B2 (en) * | 1998-02-19 | 2003-09-22 | 富士通株式会社 | Operator response scenario system |
US6249769B1 (en) * | 1998-11-02 | 2001-06-19 | International Business Machines Corporation | Method, system and program product for evaluating the business requirements of an enterprise for generating business solution deliverables |
JP2000276272A (en) * | 1999-03-26 | 2000-10-06 | Mitsubishi Electric Corp | Device and method for displaying state with icon |
US6473794B1 (en) * | 1999-05-27 | 2002-10-29 | Accenture Llp | System for establishing plan to test components of web based framework by displaying pictorial representation and conveying indicia coded components of existing network framework |
US6523027B1 (en) | 1999-07-30 | 2003-02-18 | Accenture Llp | Interfacing servers in a Java based e-commerce architecture |
US6694362B1 (en) * | 2000-01-03 | 2004-02-17 | Micromuse Inc. | Method and system for network event impact analysis and correlation with network administrators, management policies and procedures |
US6810383B1 (en) | 2000-01-21 | 2004-10-26 | Xactware, Inc. | Automated task management and evaluation |
US6453269B1 (en) * | 2000-02-29 | 2002-09-17 | Unisys Corporation | Method of comparison for computer systems and apparatus therefor |
GB2365551B (en) * | 2000-03-29 | 2004-04-28 | Canon Kk | Machine interface |
US7043439B2 (en) * | 2000-03-29 | 2006-05-09 | Canon Kabushiki Kaisha | Machine interface |
US20020091736A1 (en) * | 2000-06-23 | 2002-07-11 | Decis E-Direct, Inc. | Component models |
US20020055849A1 (en) * | 2000-06-30 | 2002-05-09 | Dimitrios Georgakopoulos | Workflow primitives modeling |
WO2002010975A1 (en) * | 2000-08-02 | 2002-02-07 | Philipp Kutter | Xml-robot |
US20020019837A1 (en) * | 2000-08-11 | 2002-02-14 | Balnaves James A. | Method for annotating statistics onto hypertext documents |
US6970821B1 (en) * | 2000-09-26 | 2005-11-29 | Rockwell Electronic Commerce Technologies, Llc | Method of creating scripts by translating agent/customer conversations |
EP1193624A1 (en) * | 2000-09-29 | 2002-04-03 | Siemens Aktiengesellschaft | Quality management method |
JP2002118660A (en) * | 2000-10-06 | 2002-04-19 | Landscape:Kk | Call center system |
US6988088B1 (en) * | 2000-10-17 | 2006-01-17 | Recare, Inc. | Systems and methods for adaptive medical decision support |
US20020147809A1 (en) * | 2000-10-17 | 2002-10-10 | Anders Vinberg | Method and apparatus for selectively displaying layered network diagrams |
US20050223392A1 (en) * | 2000-12-01 | 2005-10-06 | Cox Burke D | Method and system for integration of software applications |
US6988132B2 (en) | 2001-03-15 | 2006-01-17 | Microsoft Corporation | System and method for identifying and establishing preferred modalities or channels for communications based on participants' preferences and contexts |
US7039606B2 (en) * | 2001-03-23 | 2006-05-02 | Restaurant Services, Inc. | System, method and computer program product for contract consistency in a supply chain management framework |
US20030004746A1 (en) * | 2001-04-24 | 2003-01-02 | Ali Kheirolomoom | Scenario based creation and device agnostic deployment of discrete and networked business services using process-centric assembly and visual configuration of web service components |
US7010593B2 (en) * | 2001-04-30 | 2006-03-07 | Hewlett-Packard Development Company, L.P. | Dynamic generation of context-sensitive data and instructions for troubleshooting problem events in a computing environment |
US7006978B2 (en) * | 2001-05-14 | 2006-02-28 | General Electric Capital Corporation | Method and systems for developing an acquisition integration project plan |
US7415671B2 (en) * | 2001-06-08 | 2008-08-19 | Computer Associates Think, Inc. | Interactive hierarchical status display |
US20030065764A1 (en) * | 2001-09-26 | 2003-04-03 | Karen Capers | Integrated diagnostic center |
US20030097286A1 (en) * | 2001-10-18 | 2003-05-22 | Vitria Technologies, Inc. | Model driven collaborative business application development environment and collaborative applications developed therewith |
US7412502B2 (en) * | 2002-04-18 | 2008-08-12 | International Business Machines Corporation | Graphics for end to end component mapping and problem-solving in a network environment |
US7231657B2 (en) * | 2002-02-14 | 2007-06-12 | American Management Systems, Inc. | User authentication system and methods thereof |
US7236966B1 (en) | 2002-03-08 | 2007-06-26 | Cisco Technology | Method and system for providing a user-customized electronic book |
US6907549B2 (en) * | 2002-03-29 | 2005-06-14 | Nortel Networks Limited | Error detection in communication systems |
US7634423B2 (en) * | 2002-03-29 | 2009-12-15 | Sas Institute Inc. | Computer-implemented system and method for web activity assessment |
US20040024627A1 (en) * | 2002-07-31 | 2004-02-05 | Keener Mark Bradford | Method and system for delivery of infrastructure components as they related to business processes |
US6970803B1 (en) * | 2002-10-25 | 2005-11-29 | Electronic Data Systems Corporation | Determining the complexity of a computing environment |
US7975043B2 (en) * | 2003-02-25 | 2011-07-05 | Hewlett-Packard Development Company, L.P. | Method and apparatus for monitoring a network |
DE602004031001D1 (en) * | 2003-03-11 | 2011-02-24 | Philips Intellectual Property | SCRIPT-ORIENTED DIALOG SUPPORT FOR THE OPERATOR OF A CALL CENTER |
US7617117B2 (en) * | 2003-03-19 | 2009-11-10 | International Business Machines Corporation | Using a complexity matrix for estimation |
US20040199417A1 (en) * | 2003-04-02 | 2004-10-07 | International Business Machines Corporation | Assessing information technology products |
US7293238B1 (en) * | 2003-04-04 | 2007-11-06 | Raytheon Company | Graphical user interface for an enterprise intrusion detection system |
US7114146B2 (en) * | 2003-05-02 | 2006-09-26 | International Business Machines Corporation | System and method of dynamic service composition for business process outsourcing |
US7523041B2 (en) | 2003-09-18 | 2009-04-21 | International Business Machines Corporation | Method of displaying real-time service level performance, breach, and guaranteed uniformity with automatic alerts and proactive rebating for utility computing environment |
US7669177B2 (en) * | 2003-10-24 | 2010-02-23 | Microsoft Corporation | System and method for preference application installation and execution |
US7975239B2 (en) * | 2003-12-17 | 2011-07-05 | Palo Alto Research Center Incorporated | System and method for providing metadata interaction and visualization with task-related objects |
US8285578B2 (en) | 2004-01-21 | 2012-10-09 | Hewlett-Packard Development Company, L.P. | Managing information technology (IT) infrastructure of an enterprise using a centralized logistics and management (CLAM) tool |
US7933907B2 (en) * | 2004-02-19 | 2011-04-26 | The Western Union Company | Methods and systems for providing personalized frequently asked questions |
US7949726B2 (en) * | 2004-03-12 | 2011-05-24 | Ocean And Coastal Environmental Sensing, Inc. | System and method for delivering information on demand |
US20060069607A1 (en) * | 2004-09-28 | 2006-03-30 | Accenture Global Services Gmbh | Transformation of organizational structures and operations through outsourcing integration of mergers and acquisitions |
US7936863B2 (en) * | 2004-09-30 | 2011-05-03 | Avaya Inc. | Method and apparatus for providing communication tasks in a workflow |
US20060178913A1 (en) | 2005-02-09 | 2006-08-10 | Anne Lara | Medical and other consent information management system |
US8032823B2 (en) * | 2005-04-15 | 2011-10-04 | Carnegie Mellon University | Intent-based information processing and updates |
US20060287890A1 (en) * | 2005-06-15 | 2006-12-21 | Vanderbilt University | Method and apparatus for organizing and integrating structured and non-structured data across heterogeneous systems |
US7177774B1 (en) * | 2005-08-17 | 2007-02-13 | International Business Machines Corporation | System and methods for quantitatively evaluating complexity of computing system configuration |
US20070118514A1 (en) * | 2005-11-19 | 2007-05-24 | Rangaraju Mariappan | Command Engine |
DE102005056081A1 (en) * | 2005-11-24 | 2007-06-06 | Siemens Ag | Workflow generating method for medical treatment, involves evaluating medical investigation for answering generated diagnostic question, and generating workflows based on initial symptom list of patient and/or answer |
US20070219958A1 (en) * | 2006-03-20 | 2007-09-20 | Park Joseph C | Facilitating content generation via participant interactions |
US8321832B2 (en) | 2006-03-31 | 2012-11-27 | Sap Ag | Composite application modeling |
US20070292833A1 (en) * | 2006-06-02 | 2007-12-20 | International Business Machines Corporation | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
US9110934B2 (en) * | 2006-06-02 | 2015-08-18 | International Business Machines Corporation | System and method for delivering an integrated server administration platform |
US20070282470A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for capturing and reusing intellectual capital in IT management |
US8554596B2 (en) * | 2006-06-05 | 2013-10-08 | International Business Machines Corporation | System and methods for managing complex service delivery through coordination and integration of structured and unstructured activities |
US20070288274A1 (en) * | 2006-06-05 | 2007-12-13 | Tian Jy Chao | Environment aware resource capacity planning for service delivery |
US20070282692A1 (en) * | 2006-06-05 | 2007-12-06 | Ellis Edward Bishop | Method and apparatus for model driven service delivery management |
US20070282653A1 (en) * | 2006-06-05 | 2007-12-06 | Ellis Edward Bishop | Catalog based services delivery management |
US8001068B2 (en) * | 2006-06-05 | 2011-08-16 | International Business Machines Corporation | System and method for calibrating and extrapolating management-inherent complexity metrics and human-perceived complexity metrics of information technology management |
US20070282776A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for service oriented collaboration |
US20070282876A1 (en) * | 2006-06-05 | 2007-12-06 | Yixin Diao | Method for service offering comparitive it management activity complexity benchmarking |
US7877284B2 (en) * | 2006-06-05 | 2011-01-25 | International Business Machines Corporation | Method and system for developing an accurate skills inventory using data from delivery operations |
US8468042B2 (en) * | 2006-06-05 | 2013-06-18 | International Business Machines Corporation | Method and apparatus for discovering and utilizing atomic services for service delivery |
US20070282645A1 (en) * | 2006-06-05 | 2007-12-06 | Aaron Baeten Brown | Method and apparatus for quantifying complexity of information |
-
2006
- 2006-06-02 US US11/421,847 patent/US20070292833A1/en not_active Abandoned
-
2007
- 2007-05-31 WO PCT/US2007/070161 patent/WO2007143516A2/en active Application Filing
- 2007-05-31 CN CNA2007800192584A patent/CN101454749A/en active Pending
- 2007-05-31 EP EP07784262A patent/EP2027530A4/en not_active Withdrawn
- 2007-05-31 JP JP2009513465A patent/JP5254960B2/en active Active
- 2007-06-01 TW TW096119778A patent/TW200813805A/en unknown
-
2008
- 2008-05-14 US US12/120,414 patent/US7739273B2/en active Active
Patent Citations (19)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6131085A (en) * | 1993-05-21 | 2000-10-10 | Rossides; Michael T | Answer collection and retrieval system governed by a pay-off meter |
US6263335B1 (en) * | 1996-02-09 | 2001-07-17 | Textwise Llc | Information extraction system and method using concept-relation-concept (CRC) triples |
US6865370B2 (en) * | 1996-12-02 | 2005-03-08 | Mindfabric, Inc. | Learning method and system based on questioning |
US5884302A (en) * | 1996-12-02 | 1999-03-16 | Ho; Chi Fai | System and method to answer a question |
US6526404B1 (en) * | 1998-01-30 | 2003-02-25 | Sopheon Edinburgh Limited | Information system using human resource profiles |
US6363384B1 (en) * | 1999-06-29 | 2002-03-26 | Wandel & Goltermann Technologies, Inc. | Expert system process flow |
US20010047270A1 (en) * | 2000-02-16 | 2001-11-29 | Gusick David L. | Customer service system and method |
US20030018629A1 (en) * | 2001-07-17 | 2003-01-23 | Fujitsu Limited | Document clustering device, document searching system, and FAQ preparing system |
US20030101086A1 (en) * | 2001-11-23 | 2003-05-29 | Gregory San Miguel | Decision tree software system |
US20030225747A1 (en) * | 2002-06-03 | 2003-12-04 | International Business Machines Corporation | System and method for generating and retrieving different document layouts from a given content |
US20040181435A9 (en) * | 2002-06-14 | 2004-09-16 | Reinsurance Group Of America Corporation | Computerized system and method of performing insurability analysis |
US20040186758A1 (en) * | 2003-03-20 | 2004-09-23 | Yilmaz Halac | System for bringing a business process into compliance with statutory regulations |
US7260535B2 (en) * | 2003-04-28 | 2007-08-21 | Microsoft Corporation | Web server controls for web enabled recognition and/or audible prompting for call controls |
US20050114306A1 (en) * | 2003-11-20 | 2005-05-26 | International Business Machines Corporation | Integrated searching of multiple search sources |
US20060112036A1 (en) * | 2004-10-01 | 2006-05-25 | Microsoft Corporation | Method and system for identifying questions within a discussion thread |
US20060224569A1 (en) * | 2005-03-31 | 2006-10-05 | Desanto John A | Natural language based search engine and methods of use therefor |
US20060224580A1 (en) * | 2005-03-31 | 2006-10-05 | Quiroga Martin A | Natural language based search engine and methods of use therefor |
US20070073651A1 (en) * | 2005-09-23 | 2007-03-29 | Tomasz Imielinski | System and method for responding to a user query |
US20090012887A1 (en) * | 2006-03-01 | 2009-01-08 | T.K.T Technologies Ltd. | Method And System For Provision Of Personalized Service |
Cited By (20)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20080213740A1 (en) * | 2006-06-02 | 2008-09-04 | International Business Machines Corporation | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
US7739273B2 (en) | 2006-06-02 | 2010-06-15 | International Business Machines Corporation | Method for creating, executing and searching through a form of active web-based content |
US9110934B2 (en) | 2006-06-02 | 2015-08-18 | International Business Machines Corporation | System and method for delivering an integrated server administration platform |
US20070282470A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for capturing and reusing intellectual capital in IT management |
US20070282776A1 (en) * | 2006-06-05 | 2007-12-06 | International Business Machines Corporation | Method and system for service oriented collaboration |
US20070282653A1 (en) * | 2006-06-05 | 2007-12-06 | Ellis Edward Bishop | Catalog based services delivery management |
US7877284B2 (en) | 2006-06-05 | 2011-01-25 | International Business Machines Corporation | Method and system for developing an accurate skills inventory using data from delivery operations |
US8001068B2 (en) | 2006-06-05 | 2011-08-16 | International Business Machines Corporation | System and method for calibrating and extrapolating management-inherent complexity metrics and human-perceived complexity metrics of information technology management |
US8468042B2 (en) | 2006-06-05 | 2013-06-18 | International Business Machines Corporation | Method and apparatus for discovering and utilizing atomic services for service delivery |
US8554596B2 (en) | 2006-06-05 | 2013-10-08 | International Business Machines Corporation | System and methods for managing complex service delivery through coordination and integration of structured and unstructured activities |
US20070282644A1 (en) * | 2006-06-05 | 2007-12-06 | Yixin Diao | System and method for calibrating and extrapolating complexity metrics of information technology management |
US9355150B1 (en) * | 2012-06-27 | 2016-05-31 | Bryan R. Bell | Content database for producing solution documents |
US20140280068A1 (en) * | 2013-03-15 | 2014-09-18 | Bmc Software, Inc. | Adaptive learning of effective troubleshooting patterns |
US9710525B2 (en) * | 2013-03-15 | 2017-07-18 | Bmc Software, Inc. | Adaptive learning of effective troubleshooting patterns |
US20160142544A1 (en) * | 2014-11-19 | 2016-05-19 | Electronics And Telecommunications Research Institute | Apparatus and method for customer interaction service |
US20170278076A1 (en) * | 2016-03-23 | 2017-09-28 | Fujitsu Limited | Input assistance method, computer-readable recording medium, and input assistance device |
WO2019108276A1 (en) * | 2017-11-28 | 2019-06-06 | Intuit Inc. | Method and apparatus for providing personalized self-help experience |
US11429405B2 (en) | 2017-11-28 | 2022-08-30 | Intuit, Inc. | Method and apparatus for providing personalized self-help experience |
US11250038B2 (en) * | 2018-01-21 | 2022-02-15 | Microsoft Technology Licensing, Llc. | Question and answer pair generation using machine learning |
US20220214897A1 (en) * | 2020-03-11 | 2022-07-07 | Atlassian Pty Ltd. | Computer user interface for a virtual workspace having multiple application portals displaying context-related content |
Also Published As
Publication number | Publication date |
---|---|
CN101454749A (en) | 2009-06-10 |
TW200813805A (en) | 2008-03-16 |
US20080213740A1 (en) | 2008-09-04 |
EP2027530A4 (en) | 2012-05-16 |
EP2027530A2 (en) | 2009-02-25 |
WO2007143516A2 (en) | 2007-12-13 |
JP2009540401A (en) | 2009-11-19 |
US7739273B2 (en) | 2010-06-15 |
WO2007143516A3 (en) | 2008-08-14 |
JP5254960B2 (en) | 2013-08-07 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US7739273B2 (en) | Method for creating, executing and searching through a form of active web-based content | |
US11790904B2 (en) | Voice application platform | |
US11847106B2 (en) | Multi-service business platform system having entity resolution systems and methods | |
US11887597B2 (en) | Voice application platform | |
US11615791B2 (en) | Voice application platform | |
US20190251083A1 (en) | Retrieving context from previous sessions | |
US7013263B1 (en) | Online interaction processing | |
US9218414B2 (en) | System, method, and user interface for a search engine based on multi-document summarization | |
US20020052913A1 (en) | User support apparatus and system using agents | |
US20090094189A1 (en) | Methods, systems, and computer program products for managing tags added by users engaged in social tagging of content | |
US11769064B2 (en) | Onboarding of entity data | |
JP6470246B2 (en) | User support system, user support program and user support method | |
US8706021B2 (en) | Method for mediating between a one-to-one question and answer in communication network and system for executing the method | |
JP2007249899A (en) | Retrieval processing program | |
US20060167844A1 (en) | Diagnostics portal | |
US10176264B2 (en) | Generating topic pages based on data sources | |
CA3102093A1 (en) | Voice application platform | |
KR102484565B1 (en) | Method for supporting agent and computing device thereof | |
US11379507B2 (en) | Enhanced item development using automated knowledgebase search | |
Weber et al. | User Interviews: Findings from the Building a National Archival Finding Aid Network Project | |
McCaw | Mike Meyers' MCSE Windows (R) 2000 Network Infrastructure Administration Certification Passport (Exam 70-216) | |
Kaczmarek | Mike Meyers' MCSE Windows (R) 2000 Directory Services Administration Certification Passport (Exam 70-217) | |
KR20120018208A (en) | Mobile system, search system and search result providing method for mobile search | |
Newland et al. | Mike Meyers' MCSE Windows (R) 2000 Server Certification Passport (Exam 70-215) | |
Laver | Semantic and syntactic properties of universal relation scheme data bases |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
AS | Assignment |
Owner name: INTERNATIONAL BUSINESS MACHINES CORPORATION, NEW Y Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:BRODIE, MARK A.;GUNDERSON, RYAN K.;LENCHNER, JONATHAN;AND OTHERS;REEL/FRAME:018327/0437;SIGNING DATES FROM 20060807 TO 20060918 |
|
STCB | Information on status: application discontinuation |
Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION |