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    • 4. 发明授权
    • Providing a seamless conversation service between interacting environments
    • 在交互环境之间提供无缝对话服务
    • US08417649B2
    • 2013-04-09
    • US12501933
    • 2009-07-13
    • Rick A. Hamilton, IINeal M. KellerClifford A. PickoverJosef Reisinger
    • Rick A. Hamilton, IINeal M. KellerClifford A. PickoverJosef Reisinger
    • G06F15/18
    • G06N3/006
    • An approach that provides a seamless conversation service between interacting environments is described. In one embodiment, there is a seamless conversation service tool that includes a conversation commencement component configured to facilitate commencement of a conversation between two or more parties occurring over a communication path in one of two or more interacting environments. A user context monitoring component is configured to monitor a user context associated with the conversation. A user context change identification component is configured to identify a change in the user context of the conversation. A conversation transfer component is configured to transfer the conversation between the two or more interacting environments in response to the identified change in the user context, while maintaining a transparency of functionality of the communication path.
    • 描述了在交互环境之间提供无缝对话服务的方法。 在一个实施例中,存在无缝对话服务工具,其包括对话开始组件,该对话开始组件被配置为便于在两个或更多个交互环境中的一个环境中的通信路径上发生的两个或更多个方之间的对话的开始。 用户上下文监控组件被配置为监视与对话相关联的用户上下文。 用户上下文变化识别组件被配置为识别对话的用户上下文中的变化。 对话转移组件被配置为响应于用户上下文中所识别的改变而在两个或多个交互环境之间传送对话,同时保持通信路径的功能的透明度。
    • 8. 发明授权
    • Customer self service subsystem for classifying user contexts
    • 客户自助服务子系统,用于分类用户上下文
    • US06853998B2
    • 2005-02-08
    • US09778378
    • 2001-02-07
    • Debra L. BiebesheimerNeal M. KellerDaniel A. OblingerMark E. PodlaseckStephen J. Rolando
    • Debra L. BiebesheimerNeal M. KellerDaniel A. OblingerMark E. PodlaseckStephen J. Rolando
    • G06F17/30G06F17/001
    • G06F17/30528G06F17/3053Y10S707/99934Y10S707/99935Y10S707/99936Y10S707/99942Y10S707/99943
    • A system and method for classifying user context in a customer self service system that performs resource search and selection and includes a context attribute database comprising types of user contexts and one or more context attributes associated with each user context for processing by the system, and context attribute function database comprising functions for computing values for each context attribute. The classifying system comprises a computing device for receiving a user query and a context vector comprising data associating an interaction state with the user and, processing the query and context vector against data included in the context attribute database and context attribute function database for predicting a particular user context. The classifier populates the user context vector with context parameters specifying a user interaction state for use in a subsequent resource search. The result of this invention is an ability to relieve the user of the nonproductive work of describing their context and the ability to improve the search value by including criteria derived from both data and behaviors in the general population which may be unknown to the user. The system and method is especially applicable for a self service system in a variety of customer self service domains including education, real estate and travel.
    • 一种用于对执行资源搜索和选择的客户自助服务系统中的用户上下文进行分类的系统和方法,并且包括上下文属性数据库,该上下文属性数据库包括用户上下文的类型以及与每个用户上下文相关联的一个或多个上下文属性以供系统处理, 属性函数数据库包括用于计算每个上下文属性的值的函数。 分类系统包括用于接收用户查询的计算设备和包括将交互状态与用户相关联的数据的上下文向量,以及针对包括在上下文属性数据库中的数据和上下文属性功能数据库处理查询和上下文向量以预测特定的 用户上下文。 分类器使用指定用户交互状态的上下文参数填充用户上下文向量,以用于后续资源搜索。 本发明的结果是减轻用户描述其上下文的非生产性工作的能力,以及通过在普通人群中从数据和行为导出的准则包括用户可能未知的标准来提高搜索价值的能力。 该系统和方法特别适用于各种客户自助服务领域的自助服务体系,包括教育,房地产和旅游。