US6643639B2 — Customer self service subsystem for adaptive inde…

Claim 1

Independent Claim 174 words

An adaptive resource indexing and lookup system for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said adaptive resource indexing and lookup system comprising: mechanism for receiving a current user query for requesting resources; mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user; and, including context that is a function of the user; a resource indexing mechanism generating resource indexing functions having logic for mapping each user query and associated user context vector to a sub-set of resources from said resource library, and generating a response set including said sub-set of resources that are most relevant to said user's query, said resource indexing mechanism implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system, whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 2

Dependent Claim 174 words

An adaptive resource indexing and lookup system for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said adaptive resource indexing and lookup system comprising: mechanism for receiving a current user query for requesting resources; mechanism for receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user; and, including context that is a function of the user; a resource indexing mechanism generating resource indexing functions having logic for mapping each user query and associated user context vector to a sub-set of resources from said resource library, and generating a response set including said sub-set of resources that are most relevant to said user's query, said resource indexing mechanism implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system, whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 3

Dependent Claim 25 words

The adaptive resource indexing and lookup system as claimed in claim 1 , wherein said resource indexing functions include resource parameters for facilitating narrower searches.

Claim 4

Dependent Claim 40 words

The adaptive resource indexing and lookup system as claimed in claim 1 , wherein said system provides a graphical user interface, said resource parameters of said resource indexing functions being selectable and modifiable by a current user via said interface.

Claim 5

Dependent Claim 58 words

The adaptive resource indexing and lookup system as claimed in claim 2 , wherein said resource indexing mechanism iplements an adaptive indexing process for enhancing said resource indexing functions by increasing their relevance and specificity for mapping user queries to resources, said adaptive indexing process increasing the value of search results for a current user in their context

Claim 6

Dependent Claim 85 words

The adaptive resource indexing and lookup system as claimed in claim 4 , wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process further implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library and, adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

Claim 7

Dependent Claim 39 words

The adaptive resource indexing and lookup system as claimed in claim 5 , wherein said adaptive indexing processing for generating said resource indexing functions is performed off-line and on-line during an executed query to use the most current data.

Claim 8

Dependent Claim 24 words

The adaptive resource indexing and lookup system as claimed in claim 5 , wherein said user interaction data comprises past and present user queries.

Claim 9

Dependent Claim 25 words

The adaptive resource indexing and lookup system as claimed in claim 5 , wherein said user interaction data comprises system responses to said user queries.

Claim 10

Dependent Claim 38 words

The adaptive resource indexing and lookup system as claimed in claim 5 , wherein said user interaction datacomprises raw context information including: one or more of static, historical context, transient context, organizational context, community context, and environment context.

Claim 11

Dependent Claim 36 words

The adaptive resource indexing and lookup system as claimed in claim 9 , wherein said user interaction data comprises other raw context associated with the user and dependent upon that user's interaction state and query domain.

Claim 12

Dependent Claim 25 words

The adaptive resource indexing and lookup system as claimed in claim 10 , wherein a query domain includes one of: education, travel and real estate.

Claim 13

Dependent Claim 61 words

The adaptive resource indexing and lookup system as claimed in claim 5 , wherein said user interaction data comprises user interaction feedback including history of prior interaction with the resource search and selection system, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback and user context.

Claim 14

Dependent Claim 41 words

The adaptive resource indexing and lookup system as claimed in claim 12 , wherein one measure of performance of said resource indexing functions is coverage of the resources eventually selected by a user given a user query and user context pair.

Claim 15

Dependent Claim 164 words

An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of: a) receiving a current user query for requesting resources; b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user; c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library, d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system: and, e) generating a response set including said sub-set of resources that are most relevant to said user's query, whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 16

Dependent Claim 164 words

An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of: a) receiving a current user query for requesting resources; b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user; c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library, d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system: and, e) generating a response set including said sub-set of resources that are most relevant to said user's query, whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 17

Dependent Claim 20 words

The method as claimed in claim 14 , wherein said resource indexing functions include resource parameters for facilitating narrower searches.

Claim 18

Dependent Claim 41 words

The method as claimed in claim 15 , wherein said system provides a graphical user interface, said method including the step of: enabling a current user to select and modify resource parameters of said resource indexing functions via said user interface.

Claim 19

Dependent Claim 37 words

The method as claimed in claim 15 , wherein the step of adapting said resource indexing functions includes applying an adaptive indexing function for increasing the value of search results for a current user in their context.

Claim 20

Dependent Claim 79 words

The method as claimed in claim 17 , wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library, and adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

Claim 21

Dependent Claim 41 words

The method as claimed in claim 18 , wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback.

Claim 22

Dependent Claim 185 words

A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for adaptive resource indexing and lookup for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of: a) receiving a current user query for requesting resources, b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user; c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library; and, d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system; and, e) generating a response set including said sub-set of resources that are most relevant to said user's query whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 23

Dependent Claim 185 words

A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for adaptive resource indexing and lookup for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of: a) receiving a current user query for requesting resources, b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user; c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library; and, d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system; and, e) generating a response set including said sub-set of resources that are most relevant to said user's query whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

Claim 24

Dependent Claim 25 words

The program storage device readable by machine as claimed in claim 20 , wherein said resource indexing functions including resource parameters for facilitating narrower searches.

Claim 25

Dependent Claim 46 words

The program storage device readable by machine as claimed in claim 20 , wherein said system provides a graphical user interface, said method including the step of: enabling a current user to select and modify resource parameters of said resource indexing functions via said user interface.

Claim 26

Dependent Claim 42 words

The program storage device readable by machine as claimed in claim 20 , wherein the step of adapting said resource indexing functions includes applying an adaptive indexing function for increasing the value of search results for a current user in their context.

Claim 27

Dependent Claim 84 words

The program storage device readable by machine as claimed in claim 22 , wherein said self service system includes a database of user interaction records including actual resources selected by the users, said adaptive indexing process implementing a supervised learning algorithm for receiving user interaction data from among said database of user interaction records and resources from said resource library, and adapting resource indexing functions based on a history of user interactions with said system as provided in said database of user interaction records.

Claim 28

Dependent Claim 46 words

The program storage device readable by machine as claimed in claim 24 , wherein said user interaction data comprises user interaction feedback, said supervised learning algorithm optimizing a performance of said resource indexing functions as measured by an evaluation metric applied to the user interaction feedback.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2006-11-03	2007-05-05	2007-11-04	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2010-11-03	2011-05-05	2011-11-04	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2014-11-03	2015-05-05	2015-11-04	$7700.00	Window Closed / Lapsed

Customer self service subsystem for adaptive indexing of resource solutions and resource lookup

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