Web-based customer service interface
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United States of America Patent
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Aug 21, 2018
Grant Date -
Mar 3, 2016
app pub date -
Nov 6, 2015
filing date -
May 6, 2003
priority date (Note) -
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status (Latency Note)
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Abstract
A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.
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