US5909679A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Knowledge-based moderator for electronic mail help lists
Assignee: Knapp Investment Co Ltd
•
Filing: 1996-11-08
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Granted: 1999-06-01
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Expires: 2016-11-08
Abstract
Abstract A method of updating a knowledge base containing information about a subject matter, the knowledge base being used to automatically respond to messages containing questions or comments relating to the subject matter, the method includes the steps of logging the message in a log if the knowledge base does not address the message; providing the logged message to a subject matter expert; and permitting the subject matter expert, but not other users of the knowledge base, to update the knowledge base in response to the logged message. The method further includes the steps of sending the logged message to one or more persons on a list of people with knowledge about the subject matter; receiving a message from at least one of the persons and logging the received message in association with the logged message; and the step of providing the logged message further provides the received message to the subject matter expert. The method of the present invention represents and uses stored knowledge to formulate a query for each entry and associate the query with a piece of the stored knowledge so that the piece of stored knowledge is retrieved when a message satisfies the query.
Inventors
- 👤 Robert J. Hall
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-25 11:38
CPC Classifications
G; G06; G06Q; G06Q10/00; G06Q10/10; G06Q10/107; Y; Y10; Y10S; Y10S707/00; Y10S707/99931; Y10S707/99933; Y10S707/99934; Y10S707/99941; Y10S707/99944; Y10S707/99945
Claims Analysis
Total Claims: 34
Claim 1
Independent Claim
151 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a terminal of a subject matter expert; and a receiving means for receiving data input from the subject matter expert, but not from other users of the system, the data input for: a) updating the knowledge base by creating a query expression and a body of information, b) generating at least one query expression to the knowledge base, c) associating said query expression with said body of information, and d) controlling the manner in which the knowledge base responds to the user message by adding or removing a conjunct or a disjunct.
Claim 2
Dependent Claim
151 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a terminal of a subject matter expert; and a receiving means for receiving data input from the subject matter expert, but not from other users of the system, the data input for: a) updating the knowledge base by creating a query expression and a body of information, b) generating at least one query expression to the knowledge base, c) associating said query expression with said body of information, and d) controlling the manner in which the knowledge base responds to the user message by adding or removing a conjunct or a disjunct.
Claim 3
Dependent Claim
12 words
The apparatus of claim 1 wherein the user message is a question.
Claim 4
Dependent Claim
12 words
The apparatus of claim 1 wherein the user message is a comment.
Claim 5
Independent Claim
196 words
An apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system; and wherein said knowledge base comprises: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; a means for returning more than one body associated with the query expression when a plurality of query expressions are satisfied by the user message; a plurality of teasers, the teasers being associated with the query expressions and being abstracts of the bodies; and wherein said output means further returns to a user the body associated with the query expression when the query expression is satisfied by the user message.
Claim 6
Independent Claim
196 words
An apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other users of the system; and wherein said knowledge base comprises: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; a means for returning more than one body associated with the query expression when a plurality of query expressions are satisfied by the user message; a plurality of teasers, the teasers being associated with the query expressions and being abstracts of the bodies; and wherein said output means further returns to a user the body associated with the query expression when the query expression is satisfied by the user message.
Claim 7
Dependent Claim
12 words
The apparatus of claim 4 wherein the user message is a question.
Claim 8
Dependent Claim
12 words
The apparatus of claim 4 wherein the user message is a comment.
Claim 9
Independent Claim
202 words
An apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input from a subject matter expert, but not from other users of the system, for updating the knowledge base; and wherein said knowledge base comprises: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; a means for returning more than one body associated with the query expression when a plurality of query expressions are satisfied by the user message; a statistical part for recording the number of times a query expression is satisfied and the number of times the associated body is retrieved; and wherein said output means further returns to a user the body associated with the query expression when the query expression is satisfied by the user message.
Claim 10
Independent Claim
202 words
An apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input from a subject matter expert, but not from other users of the system, for updating the knowledge base; and wherein said knowledge base comprises: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; a means for returning more than one body associated with the query expression when a plurality of query expressions are satisfied by the user message; a statistical part for recording the number of times a query expression is satisfied and the number of times the associated body is retrieved; and wherein said output means further returns to a user the body associated with the query expression when the query expression is satisfied by the user message.
Claim 11
Dependent Claim
12 words
The apparatus of claim 7 wherein the user message is a question.
Claim 12
Dependent Claim
12 words
The apparatus of claim 7 wherein the user message is a comment.
Claim 13
Dependent Claim
115 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving the user message when a knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input ofthe subject matter expert, but not of other users,: a) updates the knowledge base component, b) transmits at least a query expression component to the knowledge base component, c) associates the query expression component with a body component, and d) controls the manner in which the fourth component responds to the user message by adding or removing a conjunct or a disjunct.
Claim 14
Dependent Claim
115 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving the user message when a knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input ofthe subject matter expert, but not of other users,: a) updates the knowledge base component, b) transmits at least a query expression component to the knowledge base component, c) associates the query expression component with a body component, and d) controls the manner in which the fourth component responds to the user message by adding or removing a conjunct or a disjunct.
Claim 15
Dependent Claim
13 words
The computer-readable medium of claim 10 wherein the user message is a question.
Claim 16
Dependent Claim
13 words
The computer-readable medium of claim 10 wherein the user message is a comment.
Claim 17
Dependent Claim
158 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving a user message when a knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users, updates the knowledge base component; and wherein said knowledge base component comprises: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a plurality of teaser components, the teaser components being associated with the query expression components and being abstracts of said body components.
Claim 18
Dependent Claim
158 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving a user message when a knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users, updates the knowledge base component; and wherein said knowledge base component comprises: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a plurality of teaser components, the teaser components being associated with the query expression components and being abstracts of said body components.
Claim 19
Dependent Claim
13 words
The computer-readable medium of claim 13 wherein the user message is a question.
Claim 20
Dependent Claim
13 words
The computer-readable medium of claim 13 wherein the user message is a comment.
Claim 21
Dependent Claim
162 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving a user message when the knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users, updates the knowledge base component; and wherein said knowledge base component comprises: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a statistical component for prerecording the number of times a query expression component is satisfied and the number of times the associated body component is retrieved.
Claim 22
Dependent Claim
162 words
A computer-readable medium for providing information about a subject matter, the computer-readable medium comprising: a logging component for receiving a user message when the knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users, updates the knowledge base component; and wherein said knowledge base component comprises: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a statistical component for prerecording the number of times a query expression component is satisfied and the number of times the associated body component is retrieved.
Claim 23
Dependent Claim
13 words
The computer-readable medium of claim 16 wherein the user message is a question.
Claim 24
Dependent Claim
13 words
The computer-readable medium of claim 16 wherein the user message is a comment.
Claim 25
Dependent Claim
167 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receivig the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; a output means for providing the logged user message to a subject matter expert; and a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other usmn of the system, said knowledge base comprising: a plurality of query expressions and bodies of infonmation, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a plurality of teasers the teasers being associated with query expressions and being abstracts of the bodies, said output means fiter retrns to a user, the body associated with the query expression when the query expression is satisfied by the user message.
Claim 26
Dependent Claim
167 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receivig the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; a output means for providing the logged user message to a subject matter expert; and a receiving means for receiving data input, for updating the knowledge base, from the subject matter expert, but not from other usmn of the system, said knowledge base comprising: a plurality of query expressions and bodies of infonmation, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a plurality of teasers the teasers being associated with query expressions and being abstracts of the bodies, said output means fiter retrns to a user, the body associated with the query expression when the query expression is satisfied by the user message.
Claim 27
Dependent Claim
174 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; and a receiving means for receiving data input, for updatig the knowledge base, from the subject matter expert, but not from other users of the system, said knowledge base comprising: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a statistical part for recording the number of teasers a query epression is satisfied and the number of times the associated body is retrieved, said output means further returns to a user, the body associated with the query expression when the query expression is satisfied by the user message.
Claim 28
Dependent Claim
174 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; and a receiving means for receiving data input, for updatig the knowledge base, from the subject matter expert, but not from other users of the system, said knowledge base comprising: a plurality of query expressions and bodies of information, the bodies being associated with the query expressions; a comparator means for applying one of the query expressions to the user message; and a statistical part for recording the number of teasers a query epression is satisfied and the number of times the associated body is retrieved, said output means further returns to a user, the body associated with the query expression when the query expression is satisfied by the user message.
Claim 29
Dependent Claim
167 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input, for updating the knowledge base, from the subject matter expression, but not from other users of the system; and a terminal means for permitting the subject matter expert to: a) update the knowledge base by creating a query expression and a body of information, b) transmit at least one query expression to the knowledge base, c) associate said query expression with said body of information, and d) control the manner in which a processor means responds to the user message, said query expression is created by one of adding or removing one of a conjunct or disjunct.
Claim 30
Dependent Claim
167 words
Apparatus for providing information about a subject matter, including a knowledge base for automatically responding to a user message, the apparatus comprising: a logging means for receiving the user message when the knowledge base does not address the user message; a storage means for storing the logged user message; an output means for providing the logged user message to a subject matter expert; a receiving means for receiving data input, for updating the knowledge base, from the subject matter expression, but not from other users of the system; and a terminal means for permitting the subject matter expert to: a) update the knowledge base by creating a query expression and a body of information, b) transmit at least one query expression to the knowledge base, c) associate said query expression with said body of information, and d) control the manner in which a processor means responds to the user message, said query expression is created by one of adding or removing one of a conjunct or disjunct.
Claim 31
Dependent Claim
175 words
A computer-readable medium for providing information about a subject matter, including a knowledge base component for automatically responding to a user message, the computer-readable medium comprising: a logging component for receiving the user message when the knowledge base component does not address the user message; a first component or providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users of the computer-readable medium, updates the knowledge base component the knowledge base component further comprising: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and for returning the body component associated with query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a plurality of teaser components, the teaser components being associated with the query expression components and being abstracts of said plurality of body components.
Claim 32
Dependent Claim
175 words
A computer-readable medium for providing information about a subject matter, including a knowledge base component for automatically responding to a user message, the computer-readable medium comprising: a logging component for receiving the user message when the knowledge base component does not address the user message; a first component or providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users of the computer-readable medium, updates the knowledge base component the knowledge base component further comprising: a plurality of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and for returning the body component associated with query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a plurality of teaser components, the teaser components being associated with the query expression components and being abstracts of said plurality of body components.
Claim 33
Dependent Claim
178 words
A computer-readable medium for providing information about a subject matter, including a knowledge base component for automatically responding to a user message, the computer-readable medium comprising: a logging component for receiving the user message when the knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users of the computer-readable medium, updates the knowledge base component the knowledge base component further comprising: a plurlity of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and for returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a statistical component for recording the number of times a query expression component is satisfied and the number of times the associated body component is retrieved.
Claim 34
Dependent Claim
178 words
A computer-readable medium for providing information about a subject matter, including a knowledge base component for automatically responding to a user message, the computer-readable medium comprising: a logging component for receiving the user message when the knowledge base component does not address the user message; a first component for providing the logged user message to a subject matter expert; and a second component whereby input of the subject matter expert, but not of other users of the computer-readable medium, updates the knowledge base component the knowledge base component further comprising: a plurlity of query expression components and body components, the body components being associated with the query expression components; an application component for applying one of the query expression components to the user message and for returning the body component associated with the query expression component to the computer-readable medium when the query expression component is satisfied by the user message; and a statistical component for recording the number of times a query expression component is satisfied and the number of times the associated body component is retrieved.
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