US5895466A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Automated natural language understanding customer service system
Assignee: Nuance Communications Inc
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Filing: 1997-08-19
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Granted: 1999-04-20
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Expires: 2017-08-19
Abstract
Abstract A customer service system includes a natural language device, a remote device remotely coupled to the natural language device over a network and a database coupled to the natural language device. The database has a plurality of answers stored on it that are indexed to natural language keys. The natural language device implements a natural language understanding system. The natural language device receives a natural language question over the network from the remote device. The question is analyzed using the natural language understanding system. Based on the analysis, the database is then queried. An answer to the question is received based on the query, and the answer is provided to the remote device over the network.
Inventors
- 👤 Randy G. Goldberg
- 👤 Richard R. Rosinski
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-26 20:36
CPC Classifications
G; G06; G06F; G06F16/00; G06F16/30; G06F16/33; G06F16/332; G06F16/3329; G06F16/3331; G06F16/3332; G06F16/3338; Y; Y10; Y10S; Y10S707/00; Y10S707/99931; Y10S707/99933; Y10S707/99934; Y10S707/99935; Y10S707/99936
Claims Analysis
Total Claims: 21
Claim 1
Independent Claim
134 words
A method of operating a customer service system comprising the steps of: a) receiving a textual question over a network from a remote device; b) analyzing the question using a natural language understanding system; c) querying a database based on the analysis, said database having stored thereon a plurality of answers to questions; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) generating at least one natural language key from the analysis; g) using the key to query the database; h) extracting at least one parameter from the question; i) using the parameter to query the database; j) determining whether all required parameters were extracted; and k) requesting at least one required parameter if it is determined that not all required parameters were extracted.
Claim 2
Independent Claim
134 words
A method of operating a customer service system comprising the steps of: a) receiving a textual question over a network from a remote device; b) analyzing the question using a natural language understanding system; c) querying a database based on the analysis, said database having stored thereon a plurality of answers to questions; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) generating at least one natural language key from the analysis; g) using the key to query the database; h) extracting at least one parameter from the question; i) using the parameter to query the database; j) determining whether all required parameters were extracted; and k) requesting at least one required parameter if it is determined that not all required parameters were extracted.
Claim 3
Dependent Claim
41 words
The method of claim 1, further comprising the steps of: l) determining whether the answer is received from the database; and m) if the answer is not received from the database, training the natural language understanding system based on the answer.
Claim 4
Dependent Claim
14 words
The method of claim 1, wherein the network is the Public Switched Telephone Network.
Claim 5
Dependent Claim
11 words
The method of claim 1, wherein the network is the Internet.
Claim 6
Dependent Claim
13 words
The method of claim 1, wherein the question is a natural language question.
Claim 7
Dependent Claim
12 words
The method of claim 1, wherein the textual question is electronic mail.
Claim 8
Dependent Claim
134 words
A customer service system comprising: a natural language understanding system; a text entry device remotely coupled to said natural language understanding system over a network; and a database coupled to said natural language understanding system, said database having stored thereon a plurality of answers; wherein said natural language understanding system is programmed to: receive a question from said text entry device over the network; analyze the question to generate at least one natural language key; extract at least one parameter from the question; query said database based on the key and the parameter; receive a first answer to the question and provide the answer to the text entry device; determine whether all required parameters were extracted; and request at least one required parameter if it is determined that not all required parameters were extracted.
Claim 9
Dependent Claim
134 words
A customer service system comprising: a natural language understanding system; a text entry device remotely coupled to said natural language understanding system over a network; and a database coupled to said natural language understanding system, said database having stored thereon a plurality of answers; wherein said natural language understanding system is programmed to: receive a question from said text entry device over the network; analyze the question to generate at least one natural language key; extract at least one parameter from the question; query said database based on the key and the parameter; receive a first answer to the question and provide the answer to the text entry device; determine whether all required parameters were extracted; and request at least one required parameter if it is determined that not all required parameters were extracted.
Claim 10
Dependent Claim
24 words
The customer service system of claim 7, wherein said text entry device is a general purpose computer programmed to send and receive electronic mail.
Claim 11
Dependent Claim
22 words
The customer service system of claim 7, wherein said text entry device is a general purpose computer programmed to access the Internet.
Claim 12
Dependent Claim
24 words
The customer service system of claim 7, wherein said natural language understanding system is a general purpose computer programmed to analyze natural language queries.
Claim 13
Dependent Claim
153 words
A natural language device for a customer service system, said natural language device coupled to a remote device over a network and a database having stored thereon a plurality of answers to questions, said natural language device programmed to execute the steps of: a) receiving a natural language question over the network from the remote device; b) analyzing the question using natural language understanding; c) querying the database based on the analysis; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) generating at least one natural language key from the analysis; g) using the key to query the database; h) extracting at least one parameter from the question; i) using the parameter to query the database; j) determining whether all required parameters were extracted; and k) requesting at least one required parameter if it is determined that not all required parameters were extracted.
Claim 14
Dependent Claim
153 words
A natural language device for a customer service system, said natural language device coupled to a remote device over a network and a database having stored thereon a plurality of answers to questions, said natural language device programmed to execute the steps of: a) receiving a natural language question over the network from the remote device; b) analyzing the question using natural language understanding; c) querying the database based on the analysis; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) generating at least one natural language key from the analysis; g) using the key to query the database; h) extracting at least one parameter from the question; i) using the parameter to query the database; j) determining whether all required parameters were extracted; and k) requesting at least one required parameter if it is determined that not all required parameters were extracted.
Claim 15
Dependent Claim
14 words
The natural language device of claim 11 wherein the analysis comprises a vocabulary analysis.
Claim 16
Dependent Claim
16 words
The natural language device of claim 11 wherein the analysis comprises a syntactic and semantic analysis.
Claim 17
Independent Claim
102 words
A method of operating a customer service system comprising the steps of: a) receiving a textual question over a network from a remote device; b) analyzing the question using a natural language understanding system; c) querying a database based on the analysis, said database having stored thereon a plurality of answers to questions; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) determining whether the answer is received from the database; and g) if the answer is not received from the database, training the natural language understanding system based on the answer.
Claim 18
Independent Claim
102 words
A method of operating a customer service system comprising the steps of: a) receiving a textual question over a network from a remote device; b) analyzing the question using a natural language understanding system; c) querying a database based on the analysis, said database having stored thereon a plurality of answers to questions; d) receiving an answer to the question; e) providing the answer to the remote device over the network; f) determining whether the answer is received from the database; and g) if the answer is not received from the database, training the natural language understanding system based on the answer.
Claim 19
Dependent Claim
30 words
The method of claim 14, further comprising the steps of: h) generating at least one natural language key from the analysis; and i) using the key to query the database.
Claim 20
Dependent Claim
28 words
The method of claim 15, further comprising the steps of: j) extracting at least one parameter from the question; and k) using the parameter to query the database.
Claim 21
Dependent Claim
37 words
The method of claim 16, further comprising the steps of: l) determining whether all required parameters were extracted; and m) requesting at least one required parameter if it is determined that not all required parameters were extracted.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-04-19 | 2002-10-19 | 2003-04-20 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-04-19 | 2006-10-19 | 2007-04-20 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-04-19 | 2010-10-19 | 2011-04-20 | $7700.00 | Window Closed / Lapsed |