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1. 发明申请

WO2001080081A3 USAGE BASED STRENGTH BETWEEN RELATED INFORMATION IN AN INFORMATION RETRIEVAL SYSTEM 审中-公开
公开(公告)号：WO2001080081A3
公开(公告)日：2001-10-25
申请号：PCT/US2001/011066
申请日：2001-04-05
申请人： RIGHTNOW TECHNOLOGIES, INC.
发明人： WARNER, Douglas, K. , MYER, Michael, A.
IPC分类号： G06F17/30
摘要： An information retrieval system allows a user to navigate through a plurality of informational items for a desired informational items, and upon selection of an information item, presents other informational items related to the selected informational item. The information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session. When a navigation from one informational item to another information item is detected, the relationship type and the relationship strength of the two informational items are determined and stored in the database. During a subsequent selection of an informational item, any related informational items related to the selected informational item are sorted based on the respective relationship types and relationship strengths, and are provided in a sorted list from which the user can select.

2. 发明申请

WO2004019169A3 METHOD FOR CLUSTERING AUTOMATION AND CLASSIFICATION TECHNIQUES 审中-公开
公开(公告)号：WO2004019169A3
公开(公告)日：2004-03-04
申请号：PCT/US2003/026239
申请日：2003-08-22
申请人： RIGHTNOW TECHNOLOGIES, INC.
发明人： WARNER, Douglas, K. , RICHTER, James, Neal , BANERJEE, Bikramjit
IPC分类号： G06F17/30
摘要： A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization (Figure 1). The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted (Figure 3). Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.

3. 发明申请

WO2003102822A1 SYSTEM AND METHOD FOR GENERATING A DYNAMIC INTERFACE VIA A COMMUNICATIONS NETWORK 审中-公开
标题翻译：用于通过通信网络生成动态接口的系统和方法
公开(公告)号：WO2003102822A1
公开(公告)日：2003-12-11
申请号：PCT/US2003/017239
申请日：2003-06-02
申请人： RIGHTNOW TECHNOLOGIES, INC.
发明人： WARNER, Doug , MYER, Mike , ABSHIRE, Tom
IPC分类号： G06F17/30
CPC分类号： H04M3/493 , H04M3/2218 , H04M3/36 , H04M3/4936 , H04M3/5166 , H04M2201/12 , H04M2201/16 , H04M2203/355 , H04M2203/551 , Y10S707/99942 , Y10S707/99943
摘要： A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.
摘要翻译：描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择[306]集成，以便在选项列表[308]中提供最常用的项目，或以其他方式订购选项[314]和信息。呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统，基于文本相似性或其他技术[310]。选项[316]的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。

4. 发明申请

WO2003032190A1 METHOD FOR ROUTING ELECTRONIC CORRESPONDENCE BASED ON THE LEVEL AND TYPE OF EMOTION CONTAINED THEREIN 审中-公开
标题翻译：基于其包含的电平和类型的电子对应方法
公开(公告)号：WO2003032190A1
公开(公告)日：2003-04-17
申请号：PCT/US2002/032412
申请日：2002-10-09
申请人： RIGHTNOW TECHNOLOGIES, INC.
发明人： WARNER, Douglas, K. , RICHTER, James, Neal , DURBIN, Stephen, D. , GIANFORTE, Greg
IPC分类号： G06F17/20
CPC分类号： G06F17/271 , G06F17/2785 , G06Q10/107
摘要： A system, method, and computer program product for determining the emotional content of an electronic correspondence (308) to route or prioritize the information (105), to set the expectations of a customer support worker (115, 120, 125, 130), to flag those workers who are using inappropriate language with the customer, or determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected (224). The message is then given an emotional ranking (224) which is used to determine what future action is most appropriate for the correspondence.
摘要翻译：一种用于确定用于路由或优先化信息（105）的电子通信（308）的情感内容的系统，方法和计算机程序产品，以设置客户支持工作者（115,120,125,130）的期望，将与客户使用不当语言的工作人员进行标记，或者确定发送信件的另一个最佳方法。在优选实施例中，客户通过电子邮件向公司发送电子通信。检测到每个句子中充满情感的单词或符号（224）。然后，该消息被给予情绪排序（224），其用于确定将来的行动最适合于对应。

5. 发明申请

US20070150856A1 Elective data sharing between different implementations of a software product 有权
标题翻译：软件产品的不同实现之间的选择性数据共享
公开(公告)号：US20070150856A1
公开(公告)日：2007-06-28
申请号：US11315413
申请日：2005-12-22
申请人： Douglas Warner , J. Richter , Stephen Durbin
发明人： Douglas Warner , J. Richter , Stephen Durbin
IPC分类号： G06F9/44
CPC分类号： G06F17/30575 , G06F9/44563
摘要： The present invention is directed to a system and method for selectively sharing data between different implementations of the same software program in a network environment. The program implementations are otherwise independent with each executing its own private memory space in a single computer or on multiple computers in the network. The present invention enables a first implementation of a program to borrow or utilize data collected, derived or otherwise utilized by a second implementation of the same program.
摘要翻译：本发明涉及一种用于在网络环境中选择性地共享相同软件程序的不同实现之间的数据的系统和方法。程序实现是独立的，每个在单个计算机中或在网络中的多个计算机上执行其自己的专用存储器空间。本发明使得程序的第一实现能够借用或利用由相同程序的第二实现收集，导出或以其他方式利用的数据。

6. 发明授权

US07756797B2 Leveraging user-to-user interactions in a knowledgebase using a forum interface 有权
标题翻译：利用论坛界面在知识库中利用用户到用户的互动
公开(公告)号：US07756797B2
公开(公告)日：2010-07-13
申请号：US11694416
申请日：2007-03-30
申请人： Radd Icenoggle
发明人： Radd Icenoggle
IPC分类号： G06F15/18
CPC分类号： G06Q10/10 , G06F17/3089
摘要： Systems and methods provide a self-learning knowledgebase in which the ranking and/or order of topic and thread items may be dynamically and automatically adjusted based on self-learning by the knowledgebase. The knowledgebase includes threaded conversations comprising thread topics and thread items within the thread topics. Lists of thread topics and lists of thread items are ordered lists. The order of a thread topic or thread item in an ordered list may be modified based on self-learning activities performed by an information server maintaining the knowledge base. A thread topic or thread item may be moved higher in the list based on requests to view the thread topic or thread item. Further, the order that a thread item appears in an order list may be modified based on a number of responses posted for the thread item.
摘要翻译：系统和方法提供了一种自学知识库，其中主题和线索项的排序和/或顺序可以基于知识库的自学习动态地和自动地调整。知识库包括在线程主题中包括线程主题和线程项的线程会话。线程主题列表和线程项目列表是有序列表。可以基于维护知识库的信息服务器执行的自学习活动来修改有序列表中的线程主题或线程项的顺序。基于查看线程主题或线程项的请求，线程主题或线程项可能在列表中移动得较高。此外，可以基于为线程项发布的响应的数量来修改线程项目在顺序列表中出现的顺序。

7. 发明授权

US07730072B2 Automated adaptive classification system for knowledge networks 有权
标题翻译：自动化知识网络自适应分类系统
公开(公告)号：US07730072B2
公开(公告)日：2010-06-01
申请号：US09751934
申请日：2000-12-29
申请人： James Neal Richter , Douglas K. Warner , Ganesh Prabu
发明人： James Neal Richter , Douglas K. Warner , Ganesh Prabu
IPC分类号： G06F7/00 , G06F17/00 , G06F17/30
CPC分类号： G06F17/3071 , G06F17/30864 , G06F17/30873 , G06K9/62
摘要： A method and apparatus for use in an information retrieval system is provided, which derives related informational items that have a usage based relationship strength, and which results in an efficient and more accurate dynamic relationship association between informational items. This system comprises the steps for detecting a selection of at least a first informational item and a second informational item in an information retrieval session. A relationship type is assigned based on characteristic similarities between the first informational item and the second informational item. Additionally, a relationship strength is assigned based on historical frequency of the consecutive selection of the first and second informational items and providing an access to the second informational item upon detection of the first being accessed by a user of the information retrieval system. Also, in accordance with the principles of the present invention, the extraction of textual database fields; the application of multiple text classification algorithms; the merging of the algorithm results; the encoding of the merged results as a Bayesian-type link; the use of feedback methods to weight, prune and age the relationship link serves to automate and enhance the process of classification in an information retrieval system.
摘要翻译：提供了一种在信息检索系统中使用的方法和装置，其导出具有基于使用的关系强度的相关信息项，并且导致信息项之间的有效和更准确的动态关系关联。该系统包括用于检测信息检索会话中的至少第一信息项和第二信息项的选择的步骤。基于第一信息项和第二信息项之间的特征相似性来分配关系类型。此外，基于第一和第二信息项目的连续选择的历史频率来分配关系强度，并且在检测到由信息检索系统的用户访问的第一信息项目时提供对第二信息项目的访问。此外，根据本发明的原理，提取文本数据库字段; 多文本分类算法的应用; 合并算法结果; 合并结果的编码为贝叶斯型链接; 使用反馈方法来加权，修剪和老化关系链接，用于自动化和增强信息检索系统中的分类过程。

8. 发明授权

US08126977B2 Method and system for sending bulk electronic messages 有权
标题翻译：发送批量电子信息的方法和系统
公开(公告)号：US08126977B2
公开(公告)日：2012-02-28
申请号：US12535105
申请日：2009-08-04
申请人： Jason Mittelstaedt , Erich Hannan
发明人： Jason Mittelstaedt , Erich Hannan
IPC分类号： G06F13/00
CPC分类号： G06Q10/107
摘要： A method and system for sending massive e-mail messages that include test messages sent to selected small portions of the global targeted audience. A message containing the text or content part of the message can be stored and retrieved for inclusion in each test message so that the content does not need to be repeatedly retyped. The audience members are selected randomly for each test so that the tests provide statistically valid results. The test results are conveniently grouped for ease of evaluation of the test feedback.
摘要翻译：一种用于发送大量电子邮件的方法和系统，包括发送到全球目标受众的选定小部分的测试消息。可以存储和检索包含消息的文本或内容部分的消息以包含在每个测试消息中，使得内容不需要被重复重新输入。每个测试随机选择观众，以便测试提供统计学上有效的结果。测试结果方便分组，便于评估测试反馈。

9. 发明授权

US07574478B2 Method and system for sending bulk electronic messages 有权
标题翻译：发送批量电子信息的方法和系统
公开(公告)号：US07574478B2
公开(公告)日：2009-08-11
申请号：US10748009
申请日：2003-12-30
申请人： Jason Mittelstaedt , Erich Hannan
发明人： Jason Mittelstaedt , Erich Hannan
IPC分类号： G06F15/16
CPC分类号： G06Q10/107
摘要： A method and system for sending massive e-mail messages that include test messages sent to selected small portions of the global targeted audience. A message containing the text or content part of the message can be stored and retrieved for inclusion in each test message so that the content does not need to be repeatedly retyped. The audience members are selected randomly for each test so that the tests provide statistically valid results. The test results are conveniently grouped for ease of evaluation of the test feedback.
摘要翻译：一种用于发送大量电子邮件的方法和系统，包括发送到全球目标受众的选定小部分的测试消息。可以存储和检索包含消息的文本或内容部分的消息以包含在每个测试消息中，使得内容不需要被重复重新输入。每个测试随机选择观众，以便测试提供统计学上有效的结果。测试结果方便分组，便于评估测试反馈。

10. 发明授权

US06842748B1 Usage based strength between related information in an information retrieval system 有权
标题翻译：信息检索系统中相关信息之间的使用强度
公开(公告)号：US06842748B1
公开(公告)日：2005-01-11
申请号：US09549568
申请日：2000-04-14
申请人： Douglas K. Warner , Michael A. Myer
发明人： Douglas K. Warner , Michael A. Myer
IPC分类号： G06F17/30 , G06K9/62 , G06F7/00
CPC分类号： G06K9/62 , G06F17/30873 , Y10S707/99932 , Y10S707/99943
摘要： An information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session. When a navigation from one informational item to another information item is detected, the relationship type and the relationship strength of the two informational items are determined and stored in the database. During a subsequent selection of an informational item, any related informational items related to the selected informational item are sorted based on the respective relationship types and relationship strengths, and are provided in a sorted list from which the user can select.
摘要翻译：根据本发明的原理的信息检索系统维护定义系统中的多个信息项之间的关系关联的数据库。关系关联是基于信息检索系统用户的历史导航行为，并且包括基于信息项之间的特征相似性的关系类型和关系强度，其基于任何相关信息的历史频率由用户在同一信息检索会话中选择的项目。当从一个信息项到另一个信息项的导航被检测到时，两个信息项的关系类型和关系强度被确定并存储在数据库中。在随后选择信息项目期间，基于各自的关系类型和关系强度对与所选择的信息项目相关的任何相关信息项目进行排序，并且被提供在用户可以从中选择的排序列表中。

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