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1. WO2002025627 - METHODS AND APPARATUS FOR PROVIDING CUSTOMER SUPPORT

Publication Number WO/2002/025627
Publication Date 28.03.2002
International Application No. PCT/US2001/029510
International Filing Date 21.09.2001
Chapter 2 Demand Filed 19.04.2002
IPC
G06F 17/30 2006.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
FELECTRIC DIGITAL DATA PROCESSING
17Digital computing or data processing equipment or methods, specially adapted for specific functions
30Information retrieval; Database structures therefor
CPC
G06F 16/3344
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
30of unstructured textual data
33Querying
3331Query processing
334Query execution
3344using natural language analysis
G06F 9/453
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
9Arrangements for program control, e.g. control units
06using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
44Arrangements for executing specific programs
451Execution arrangements for user interfaces
453Help systems
Applicants
  • PEOPLESUPPORT, INC. [US]/[US]
Inventors
  • KOWALSKI, Stephen, V.
  • ROGNERUD, Jon
Agents
  • PISANO, Nicola, A.
Priority Data
09/666,20221.09.2000US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) METHODS AND APPARATUS FOR PROVIDING CUSTOMER SUPPORT
(FR) PROCÉDÉ ET DISPOSITIF D'ASSISTANCE CLIENTÈLE
Abstract
(EN)
Methods and apparatus are provided for providing on-line customer assistance (50) in the form of a self-help, question and answer session. When support is requested by a consumer (52), they are directed to a self-help session wherein the user submits a question. The apparatus of the invention processes the user question, queries a question and answer database (54, 57), and returns a list of questions that match, or are relevant to, the user's question. The question and answer database (54, 57) is populated with question obtained from actual person-to-person customer assistance sessions. Because the database is updated frequently, its contents adapt to changing circumstances.
(FR)
La présente invention concerne un procédé et dispositif d'assistance clientèle en ligne (50) sous forme d'une session questions-réponses en auto-assistance. Lorsque les clients (52) demandent une assistance, ils sont dirigés sur une telle session d'auto-assistance lui permettant de poser une question. L'appareil de l'invention traite la question de l'utilisateur, interroge une base de données questions-réponses (54, 57), et répond par une liste de question qui correspondent ou s'appliquent à la question de l'utilisateur. Cette base de données questions-réponses (54, 57) est peuplée de questions provenant de sessions réelles d'assistance clientèle à dialogue entre intervenants humains. Du fait des fréquentes mises à jour, le contenu de la base de données s'adapte aux changements de circonstances.
Also published as
PH1-2003-500154
Latest bibliographic data on file with the International Bureau