Method and apparatus for matching customer symptoms with a database of content solutions
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United States of America Patent
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Nov 7, 2006
Grant Date -
Apr 8, 2004
app pub date -
Oct 2, 2002
filing date -
Oct 2, 2002
priority date (Note) -
Expired
status (Latency Note)
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Abstract
A method of forming a solution-based search query from a symptom-based search query for searching a solution-based document database is presented. A user query comprised of perceived symptom-based search terms is preprocessed to remove extraneous terms. The remaining search query is evaluated to identify symptom-based terminology. The symptom-based terminology is used to access a synonym database which matches the symptom-based search term with a solution-based search term. The solution-based search term is substituted into the original search term and the solution-based search query is entered into a search engine for identification of solution-based documents.
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