Intent management tool for identifying concepts associated with a plurality of users' queries

摘要

Linguistic analysis is used to identify queries from a plurality of users over a period of time that use different natural language formations to request similar information. Common intent categories are identified for the queries requesting similar information. Intent responses can then be provided that are associated with the identified intent categories. An intent management tool can be used for identifying new intent categories, identifying obsolete intent categories, or refining existing intent categories. The said intent categories are used in identifying ontologies associated with the intent categories to help in selecting concepts as ontology parameters.

主权项

1. An article of manufacture including a non-transitory computer-readable medium having instructions stored thereon that, in response to execution by a computing device, cause the computing device to perform operations comprising:
receiving a group of text questions from a plurality of users over a period of time; identifying groups of the logged questions that use a variety of different linguistic expressions to express similar information requests; assigning intent categories applicable to each group of questions requesting similar information; identifying ontologies associated with the intent categories; presenting concepts in the identified ontologies for selection by a user; assigning any of the selected concepts as ontology parameters for the associated intent categories; displaying intent responses for the ontology parameters assigned to the intent categories; configuring the intent responses for at least some of the intent categories, wherein each intent response provides applicable information to all of the questions assigned to the associated intent category; identifying ones of the intent categories associated with at least a first threshold number of the questions, and web-posting all of the intent responses associated with said identified intent categories together on an enterprise home web page if not currently web-posted, wherein said web-posting is in response to said identification, and wherein said web-posting of all of the intent responses is visible to a user of the enterprise home web page; identifying ones of the intent categories that are not associated with at least a second threshold number of the questions, and removing intent responses for any of said identified intent categories if currently web-posted, wherein said removal is in response to said identification; and for those ones of the intent categories with no associated intent response, identifying ones of the intent categories associated with at least a third threshold number of the questions, and in response to said identification, initiating generation of an intent response for each of said identified intent categories.