| 摘要 |
A method of integrated automatic support and assistance includes identifying a user and retrieving models representing the user's device, apparatus, service, or system, receiving a query from the user, as necessary refining the query, determining if the received query is a machine translatable query, restructuring machine translatable terms of the received query into semantic components based upon the retrieved models, determining a set of candidate knowledge bases both related to the semantic components, submitting the machine translatable query to each knowledge base of the set of candidate knowledge bases, receiving a set of responses from each knowledge base of the set of knowledge bases in response to the submitting, formatting the set of responses, submitting the formatted set of responses to the user, determining if a response of the submitted formatted set of responses is accepted by the user, applying updated weights within the formatted set of responses, and storing the updated weights for future queries. |
| 主权项 |
1. A method of integrated automatic support and assistance, comprising:
identifying a user, wherein identifying the user includes retrieving models representing a device, apparatus, service, or system operated by the user; receiving a query or statement from the user, the query or statement being related to a question about or a problem with at least one component on the system; determining a set of response time expectations based upon the received query or statement; relaying the set of response time expectations to the user; receiving feedback from the user based on the relaying; determining a user satisfaction value from the feedback; and storing the user satisfaction value in the user profile for subsequent queries. |
