Importance

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Abstract

A system and method for enhancing an online support service using a natural language interface. The online support system is connected to a user computer by the Internet or other communication links, and is used by a user to search and retrieve information from a database. The system provides an interface for online support services that is user friendly and accepts natural language queries. The natural language interface processes misspelled queries and queries having syntax errors. Furthermore, the natural language interface allows the system to extract information from prior sessions and upgrade its own vocabulary and knowledge database. The method comprises the steps of accessing a server computer by the user computer, entering a query in a natural language form, processing the query by the natural language interface coupled to the server computer, searching the database coupled to the server computer using the processed query, retrieving results from the database, and providing the results to the user. The system comprises a server computer coupled to the user computer, the server computer configured to receive a query in a natural language form from the user computer, a natural language interface coupled to the server computer, the natural language interface being configured to process the query, and a database coupled to the server computer and the natural language interface, the database being adapted to store information, wherein the natural language interface searches the database using the processed query and provides the results to the user computer through the server computer.

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First Claim