The patent's assignee for patent number 8639638 is
News editors obtained the following quote from the background information supplied by the inventors: "The invention disclosed and claimed herein generally pertains to a method and mechanism for enabling an online support service or the like to provide automated resolution of a problem occurring in a data processing system, wherein resolution is based on real time chat analytics. More particularly, the invention pertains to a method and mechanism of the above type, wherein chat analytics are used to determine a goal or objective and a related set of actions that could be carried out to resolve the problem.
"Businesses and other entities that operate computer and data processing systems frequently need assistance in correcting malfunctions and other system problems. Common sources for such assistance include online support services, which can be accessed over the Internet and/or by telephone.
"In order to provide service for a particular problem, a conversation typically takes place between the system user and a support service agent. The conversation comprises an exchange of statements and responses between the user and agent, wherein respective communications may be in the form of texts, or alternatively in the form of spoken words. In some of these arrangements the agent is a human, while in other arrangements, the agent is a non-human device of some type.
"As is known by those of skill in the art, a chatbot is a computer program designed to simulate an intelligent conversation with one or more human users, via auditory or textual methods. In view of these characteristics, chatbots have been used as non-human agents to provide online help. In a common mode of use, the chatbot scans for key words within an incoming message, and pulls a reply with the most matching key words, or the most similar wording pattern, from a textual database. However, in such schemes the assistance which can be provided is generally limited only to conversational activity, and to furnishing information in textual or other form to the system user who is seeking help."
As a supplement to the background information on this patent, VerticalNews correspondents also obtained the inventors' summary information for this patent: "In embodiments of the invention, a chat link is established between the user of a data processing system who needs help or servicing, and an agent of a support service or the like. As used in this application including the claims, the term 'agent' can be, alternatively, a real agent, a software agent or a chatbot. If the user and agent engage in a conversation or chat, wherein a succession of text messages are exchanged between the user and agent over the chat link, real time text analytics are used to infer a goal from respective messages, which is pertinent to resolving the system problem. As the chat progresses, each line of the exchanged text is processed, in order to determine possible actions that could be automatically or semi-automatically executed on behalf of the user to fix the problem.
"One embodiment of the invention is directed to a method for resolving a problem detected in a data processing machine operated by a user. The method includes the step of establishing a chat link between the user and an agent associated with a service support system, for enabling a conversation between the user and the agent, wherein the conversation comprises successive messages sent over the chat link between the user and the agent. The method further comprises analyzing one or more initial messages sent from the user to the agent over the chat link, to generate a goal associated with the detected problem. The goal is applied as an input to an artificial intelligence (AI) planning component, and the AI planning component is operated in response to the goal to produce an initial set of actions that are intended to achieve the goal. Messages sent from the user to the agent over the chat link subsequent to the initial messages are analyzed, and responsive to the analysis of the subsequent messages, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal."
For additional information on this patent, see: Shae, Zon-Yin; Vukovic, Maja. Enabling a Support Service to Provide Automated Problem Resolution Based on Real Time Chat Analytics. U.S. Patent Number 8639638, filed
Keywords for this news article include: Information Technology, Information and Data Processing,
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