1. Field
The present invention is related to search engine technologies including human-assisted search engines and, more particularly, to a method and system for improving utilization of human searchers.
2. Description of the Related Art
In a typical human assisted search system, it is common practice to direct a query to a first available responder in order to provide a rapid response to a user submitting the query. However, such a methodology generally does not produce a high quality search result. A first available responder may not have expertise in the area requested. In addition, a search request may not include sufficient information for a search to be performed. In such a case, a first responder may be required to interact with a user to clarify a search request and obtain more information. However, such interaction is generally unstructured and does not produce a search request which can be processed rapidly. As a result, the best available human responder and/or search result may not be provided to a user.
Such an approach requires a single individual to not only be an expert at search, but also an expert at determining the intent of the customer. For example, the system of U.S. Pat. No. 7,287,021 by deSmet uses an internet search expert and several adjunct experts. Such a system may be economically unproductive as several expert searchers may be occupied with any single request. This problem becomes acute when a user is utilizing a voice, SMS or other communication with limited bandwidth.
A voice or SMS based answer system such a AQA as described in US Published Application 20070219978 takes a different approach wherein an initial query is compared to a database of queries. If the query matches, an automated answer may be provided. If no answer is found, the query is routed to a searcher who may be provided with suggested responses, and may spend up to ten minutes researching the query. This has limited viability, as evidenced by the high cost per answer charged.
An alternate approach is to analyze a search request to obtain a classification or categorization of a query. For example, categorization may be done using an automated analysis of content of a query, and/or information associated with a query. After applying such an automated analysis, a human responder may be selected to respond to a query or search request. A selected responder may be an expert in the area identified, but the query itself may be incorrectly categorized or more information may be required determine the intent of the search request due to the intrinsic ambiguity of natural language, or use of abbreviations, slang, etc. Additionally, a specialist in a given area may not be able to identify the correct subject matter of a query in order to route the query to an appropriate specialist. Valuable time of the searcher may be wasted by the need to simply return a query to a user, or to respond to a request for humor or a note of gratitude.
It may further be necessary that a search result is selected and/or modified in order to be presented to a user. For example, a user may be utilizing a device with limited capabilities such as a mobile phone which may have the capability for a short message service (SMS) or voice but no broadband connectivity. A user may desire to receive only one result at a device, but may desire to receive an additional result(s) at some future time. Such tasks are easily and rapidly done by a generalist, but may frustrate a topic expert. Expert searchers may produce an excellent response to a query in their area of knowledge, but it is difficult to reuse an expert answer as evidenced by AQA. The ‘target’ is to reuse answers, or to answer by automation at least 80% of queries. However, there is no explanation of how such a result may be achieved, which implies such a result may be difficult.
In light of the above and other problems existing in typical search systems, there is a need for a system and method for optimizing user of searchers in a human assisted search system.
The disclosed system and method includes receiving a search request, providing information of the search request to a guide, where the guide modifies the search request based on the information and a search result is provided responsive to the search request.
The disclosed modification may include providing a query conforming to a structured grammar, categorizing the search request, and determining a location relevant to the request.
The disclosed system and method includes forwarding a request of a user to a human guide who qualifies the request based on a review of information of the request and executing a search using the request qualified by the guide.
Additional aspects and/or advantages will be set forth in part in the description that follows, and in part will become more apparent from the description, or may be learned by practice of the invention.
Aspects and advantages of the invention will become apparent and more readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings, of which:
Reference will now be made in detail to the present embodiments discussed herein, examples of which are illustrated in the accompanying drawings, wherein like reference numerals refer to the like elements throughout. The embodiments are described below to explain the disclosed system and method by referring to the figures. It will nevertheless be understood that no limitation of the scope is thereby intended, such alterations and further modifications in the illustrated device, and such further applications of the principles as illustrated therein being contemplated as would normally occur to one skilled in the art to which the embodiments relate.
A method and system of improving utilization of human searchers using an intermediary is disclosed. The disclosed method and system allows a customer relations specialist or an “ambassador” guide to process a search request prior to selection of a searcher. Processing performed by an ambassador may include formulating and/or selecting a query which conforms to a specified grammar or “structured query” based on information associated with a search request, categorizing a search request, interacting with a customer to obtain information relating to a search request, reviewing available search results and/or searchers, determining the scope of a request, determining the time-frame for a response, and/or other additional information associated with a request.
An ambassador guide may be provided with a tool set which allows rapid characterization of a search query or request. Such a tool set may include aides for query formulation, customer communication, searcher selection, categorization, location and user information review and other activities.
Subsequent to the processing of a request or search query by an ambassador, a search result may be provided to a user. A search result(s) may be produced using an automated search without the use of a human searcher, may be selected by an ambassador, may be produced by a human searcher, and/or any combination thereof.
An ambassador guide may be utilized to process a search result(s) to be delivered to a user. In at least one embodiment, a search result(s) may be selected and/or reformatted in order to be compatible with a user device(s). A search result(s) may be transmitted to more than one user device and/or may be made available for review based on a set of conditions.
A system embodiment, methods, data structures and interfaces for operating the embodiments are described below in detail.
A “user” may be any person or entity which may submit a request or search request to the search system 130. A request or search request or query is information which may be submitted using any communication service which may be able to access a search system as further described herein below.
A “guide” may be any person who may be compensated and/or may be a volunteer who may respond to a request. An “ambassador” is a guide who may perform processing of a request and/or a search result(s). A “searcher” is a guide who may perform an information search responsive to a request.
A “raw query” is a request submitted by a user, which may include any type of information provided by a user and/or associated with a user.
A “vetted query” includes a request which is associated with a category, a structured query, or otherwise qualified query.
A “structured query” is a question formulated according to a structured grammar. In at least one embodiment, a grammar construction required for a structured query is a question. A structured query may also be referred to as a “succinct query”.
An “identifier” or ID is a group of characters, numbers and/or other types of information which may be used to identify an item which is stored in the database 120.
A “guided request” is a request which uses the assistance of one or more guides.
A “result” or “search result” is any information which may be provided responsive to a request. A search result includes but is not limited to any of an advertisement(s), a link to a web page, a message of any sort, image, audio, text, games, interactive media and/or software of any sort.
A “search resource” is any source of information which may be used to obtain a search result. A search resource includes automated and/or human-assisted systems, and any type of media and/or systems which may provide information.
A “profile” is a group of one or more characteristics which may be associated with a person. Profile characteristics include but are not limited to demographic, geographic, personality, affiliations, areas of interest, historical actions, preferences, memberships, associations, etc.
An exemplary system embodiment is illustrated in
Each of the guide systems, that is, the searcher systems 105, 110 and the ambassador systems 145 and 150 can be operated by a guide to obtain search result(s) on behalf of a user located at a user system (e.g., the user systems 135, 140). While only a limited number of searcher (also referred to as a human searcher), ambassador (also referred to as a vetting guide or query vetting guide or expeditor) and user (also referred to as an information seeker or requester) systems are depicted in
The network 115 (
The search system 130 allows interaction to occur between the searcher systems 105, 110, the ambassador systems 145, 150 and the user systems 135, 140. For example, a request(s) can be transmitted from the user systems 135, 140 to the search system 130, where a request(s) can be accessed by the searcher systems 105, 110 and/or the ambassador systems 145, 150. Similarly, a search result(s) produced using the searcher systems 105, 110 or the ambassador systems 145, 150 in response to a request(s) produced by the user systems 135, 140 may be transmitted to the search system 130, where it may be stored by the search system 130 and/or may be transmitted to the user systems 135, 140 and/or the ambassador systems 145, 150.
The user systems 135, 140 may include within the scope of the disclosure, any device through which an information seeker can submit a request(s) to and/or receive information or search result(s) from the search system 130. In one embodiment, the user system 135 may be a device configured for connection to a network and may run web browser software. Thus, the user systems 135, 140 may be a portable or laptop computer, a personal data assistant (PDA), a desktop computer such as a PC or Mac®, a workstation or a terminal connected to a mainframe, a specialized search apparatus, or a smart phone, etc. within the scope of the disclosure. Any device which can communicate using Internet Protocol (IP) may be a user system, a searcher system, and/or an ambassador system within the scope of the disclosure.
The search system 130 may include a gateway for voice communication and a speech-to-text system or other transcription device and/or personnel to facilitate access to the search system via voice communications such as through a land line phone, cellular phone, Voice over Internet Protocol and/or other telephonic device(s). Any device(s) which may be used to communicate using voice (speech) may be a user system, a searcher system and/or an ambassador system.
The search system 130 may include hardware and/or software interface(s) to a system(s) which provide communication services such as Instant Messaging (IM), email, Short Messaging Service (SMS), Enhanced Messaging Service (EMS), Multimedia Messaging Service (MMS), and/or other forms of messaging services. Any device(s) which may communicate using such services may be a user system, a searcher system, and/or an ambassador system within the scope of the disclosure herein. A request may be submitted to the search system 130 using any or all communication services which are able to communicate with the search system 130.
Although the search system 130 is illustrated as a single system, the search system 130 may include any number of hardware systems, which may function as servers or other elements. For example, a server functionality associated with any of the communication services identified herein above may be implemented to allow messages to be transmitted between the elements of the system 100. Any suitable computer hardware which is well known in the art may be used to implement the search system 130.
The search system 130 is communicatively coupled with the database 120. As will be described herein in further detail below, the database includes data that is processed during operation of the embodiments. Although
After being presented with the disclosure herein, one of ordinary skill in the art will readily appreciate that the computer systems of the embodiments can be any type of viable systems known in the art.
In the disclosed system and method, guides (searchers) and/or ambassadors may be required to register with the search system 130, and in certain embodiments undergo training prior to being permitted to provide responses to requests submitted by a user(s) utilizing the search system 130. In one embodiment, a prospective guide may also be invited to register as a guide with the search system 130. In such a system, a previously registered guide or an affiliate group may initiate the invitation process and thereby be designated as a sponsor for the invited guide. In one embodiment of the disclosed system and method, a prospective guide is sent an email invitation to register as a guide with the search system 130. The email invitation in one embodiment contains a link to a guide registration page and some indicia recognizable by the search system 130 as to the person or entity that invited a prospective guide to register so that upon registration the person or entity may be accredited with sponsorship of the invited guide.
Should a prospective guide elect to register as a guide with the search system 130, the prospective guide may for example initiate a registration process by selecting a link that directs the guide's web browser to a URL of a guide registration page generated by a web server function of the search system 130 (
A prospective guide may elect to be a searcher and/or an ambassador, and/or to perform other activities. A prospective guide may undergo training and/or testing which may be used to determine whether a guide is competent to perform a task(s). After completion of testing and/or training, a guide may be allowed to perform a task(s). A registration and qualification process for a guide(s) is further described herein below. A guide may act as an ambassador, and/or as a searcher based on completion of training and/or testing. An ambassador processes a user search request and/or a search result(s). A searcher may receive a processed request and may perform a search responsive to the processed request. Various criteria may be considered for determining whether a guide may act as an ambassador and/or a searcher including but not limited to time spent as a guide, level of knowledge in particular area(s), etc. In at least one embodiment, the role of ambassador and searcher may be mutually exclusive.
The performance of an ambassador may be monitored. Multiple feedback mechanisms may be utilized including ratings by one or more users, guides, or other persons, time required to complete a task(s), complexity rating of a query, and/or other speed and/or quality metrics. In at least one embodiment, a rating of an ambassador may be based on the number of queries which are answered without a searcher.
As illustrated in
In operation 205 (
The determination in operation 205 may be made using various criteria. In at least one embodiment, if a message is received at a server associated with the search system, it may be determined that a request is received. For example, if an email message, an SMS, EMS, and/or MMS message, an IM, an IP message, and/or a voice message is received at an address associated with the search system 130 (
In operation 210 an ambassador processes a request. A process for processing a request is further described herein below with respect to
In operation 215 a determination is made as to whether a processed request is accepted. If in operation 215 it is determined that a processed request is not accepted, control is passed to operation 210 and process 200 continues. If in operation 215 it is determined that a processed request is accepted, control is passed to operation 220 and process 200 continues.
An ambassador(s) may be associated with a rating and/or compensation structure. The rating and/or compensation of an ambassador may be affected by acceptance of a request(s) processed by the ambassador. If a vetted query is not accepted by a searcher, it may be assigned to a second ambassador. Actions of guide(s) may be utilized as a form of quality control. For example, if two ambassadors agree on the content of a vetted query, and a second searcher accepts a vetted query, the rejected vetted query may not be counted towards the rating and/or compensation of an ambassador. The compensation and/or rating of a searcher who rejected a vetted query may be affected if a rejected vetted query is accepted by an ambassador and/or a different searcher.
In operation 220 an information search is performed by a searcher responsive to a vetted query and a search result(s) is returned. An information search may be performed by any guide. A searcher and/or an ambassador may perform a search. Control is passed to operation 225 and process 200 continues.
In operation 225 a search result(s) is reviewed by an ambassador and may be presented to a user. A process for review and presentation of a search result(s) is further described herein below with respect to
In operation 230 rating information is obtained. A rating may be based on user acceptance, and/or a review by a guide(s), and/or review by a system administrator. The database 120 (
In at least one embodiment, an ambassador who performs the processing in operation 210 and an ambassador who performs the review in operation 225 may be the same person. In other embodiments, a different ambassador may perform the processing and the review operations.
As illustrated in
In operation 305 a determination is made as to whether a guided request is received. If it is determined in operation 305 that a guided request is not received, control remains at operation 305 and process 300 continues. If it is determined in operation 305 that a guided request is received, control is passed to operation 310 and process 300 continues.
The search system 130 (
In operation 310, the request (or a raw query) is processed to determined relevant information. For example, the raw query is compared to a query(ies) indicated in the database 120 (
In operation 315 a determination is made as to whether an ambassador(s) is available to respond to a guided search request. If in operation 315 it is determined that an ambassador is not available, process 300 continues to wait. If in operation 315 it is determined that an ambassador(s) is available to respond to a guided search request, control is passed to operation 320 and process 300 continues.
The determination in operation 315 may be based on various criteria. In at least one embodiment, available ambassadors are notified, and the first to respond is selected. If an ambassador is notified and does not respond, the ambassador may be recorded as unavailable. In at least one embodiment, an ambassador may be selected based on information associated with a raw query. For example, an ambassador may be selected based on a type of device a requester is utilizing to submit a request, and/or to receive a search result(s). An ambassador may be selected based on a competency, a training status, a keyword(s) and/or category(ies), geographic information, demographic information, personality information, interest area information, affiliate group information, a contractual relationship, a language skill, etc. which may be associated with a raw query and/or an ambassador. If an ambassador is currently responding to a request, the ambassador may not be available. If an ambassador is not logged-in to the search system 130 (
In operation 320 information of a raw query and/or associated information such as a keyword(s), category(ies), profile(s), vetted query(ies), etc. identified in operation 310 are provided to an ambassador. An ambassador may be presented with a GUI such as the GUI 2800 (
In operation 325 an ambassador constructs a structured query. The structured query may be based on a keyword(s), category(ies), image(s), audio, video, a profile(s), a structured query(ies), a vetted query(ies) and/or any information associated with a raw query. An ambassador may select an advertisement(s) which may be transmitted to a user(s). Control is passed to operation 330 and process 300 continues.
A vetted query may utilize various construction methods. In at least one embodiment, a structured grammar is employed which includes phrasing a request in the form of a question. A structured query construction may require standard elements to be selected. Using the example illustrated in
An ambassador may be presented with a query template which requires selection of one or more elements of a structured query from a list of available alternatives. In at least one embodiment, an interrogatory word or phrase such as ‘what, who, when, where, how many’, etc. may be selected from a list, a verb or verb form such as ‘is, was, will be’, etc. may be selected from a list. A structured query may be analyzed automatically to check for conformance to spelling and grammatical conventions of a target language. A structured or vetted query may allow a searcher to receive a query which contains a standard set of information from an ambassador. A vetted query may format a request for submission to an automated search system. An ambassador may select elements of a structured query based on a keyword(s) and/or category(ies) associated with a raw query. A raw query submitted by a user such as bear's quarterback', or ‘QB for the bears’ may for example be converted to a succinct or structured query such as ‘Who is the starting quarterback for the Chicago Bears?’. One or more previously constructed structured queries associated with a raw query may be presented to an ambassador, as illustrated in
In operation 330 (
An ambassador may be presented with a taxonomy tree structure which allows an ambassador to modify a categorization(s) of a request. In at least one embodiment, a categorization selected by an ambassador(s) may be used to determine a most likely categorization of a vetted query. Control is passed to operation 335 and process 300 continues.
In operation 335 an ambassador selects information (response) which may be presented to a user. For example, an ambassador may select an advertisement(s) to be presented to a user. A selection may be based on an explicit selection by a guide, and/or may be based on one or more categories selected by a guide. A category association may be used to select a guide(s) and/or information to be presented to a user(s) and/or a guide(s) such as an advertisement(s), a search resource(s), and/or a search result(s). In at least one embodiment, an ambassador may be presented with one or more search results which have been associated with a vetted query based on a ranking of a search result(s). A search result(s) associated with a vetted query may be selected in various ways. A vetted query may be associated with a human-touched (reviewed) search result(s) which has been judged superior to one or more algorithmic search results based on voting by one or more guides. A vetted query may be associated with a search result(s) produced by an algorithmic search engine. A vetted query may be associated with a search result(s) produced by an affiliate group(s). An ambassador may select a search resource which may be provided to a guide and/or a user. A search result(s) may be automatically provided to a user based on the association of a search result(s) with a vetted query. A search result may be selected by an ambassador. An ambassador may select to transmit any or all information associated with a vetted query to a user. An exemplary GUI for selection of a response is illustrated in
In operation 340 a determination is made as to whether a response is accepted. If in operation 340 it is determined that a response is accepted, control is passed to operation 355 and process 300 continues. If in operation 340 it is determined that a response is not accepted control is passed to operation 345 and process 300 continues. In at least one embodiment, acceptance of a search result(s) may be determined based on user actions such as activating an action button, or clicking on a link associated with a result, or sending an acceptance text message. In at least one embodiment, if an ambassador selects a search result, it is determined that a response is accepted.
In operation 355 a rating of an ambassador is determined. A rating of an ambassador may be determined based on factors such as user acceptance of a search result(s) provided, time required to send a search result(s) to a user, number of structured queries submitted to a user for review, click-through of an advertisement(s), user ratings, ratings by a guide(s), ratings by system administrators, etc. For example, if a user accepts a first vetted query proposed by an ambassador, an ambassador may receive a high rating, or if a user clicks through a search result(s) or advertisement(s) provided by an ambassador, the ambassador may receive a high rating. In at least one embodiment, an ambassador rating may be based on acceptance of a vetted query by a searcher. In at least one embodiment, an ambassador rating may be based on the time between receiving a query and the time when a search result is accepted. In at least one embodiment, an ambassador rating may be based at least in part on a percentage of search queries which require a search by a guide other than the ambassador. A rating of an ambassador may be based on a combination of ratings from one or more search sessions, and/or one or more rating factors. An ambassador rating may be based on any information indicated in the database 120 (
In operation 345 a searcher is selected. An ambassador may select attributes of a searcher(s) to provide a search result(s) responsive to a vetted query. An ambassador may be presented with information regarding a searcher(s) available to respond to a request. An ambassador may communicate with a user in order to modify criteria used to select a searcher. For example, an ambassador may determine time, rating, ranking, affiliation, demographic, geographic and/or other criteria for selection of a searcher. In at least one embodiment, an ambassador may determine whether an immediate response is required by a user in order to select a searcher. In at least one embodiment, an ambassador may select a searcher(s) based on information such as a rating(s) of search result(s) which have been provided by a searcher(s). A searcher may be selected automatically by the search system 130 (
In operation 350 a search is performed by a selected searcher. A rating(s) of an ambassador may be determined. A rating(s) of an ambassador may be based on various criteria as described herein above. For example, action(s) of a selected searcher may influence a rating(s) of an ambassador(s) that responded to a request. The database 120 (
As illustrated in
In operation 405 a determination is made as to whether a search result(s) is received. If in operation 405 it is determined that a search result(s) is not received control remains at operation 405 and process 400 continues. If in operation 405 it is determined that a search result(s) is received control is passed to operation 410 and process 400 continues.
In operation 410 information of a search result(s) is presented for review by an ambassador who may also be a guide. In one embodiment, the guide is a first available ambassador selected by the search system 130 (
In operation 415 a guide reviews information of a search result(s). A review may be based on criteria such as relevance, credibility, completeness, reference type, media type, etc. Control is passed to operation 420 and process 400 continues.
In operation 420 a search result(s) is modified by an ambassador and transmitted to a user. Modification of a search result(s) may be performed according to various techniques. In at least one embodiment, a search result(s) is restructured to a standard search result(s) format. An initial structured search result(s) may be presented to an ambassador, based on an automated analysis of a search result(s). A search result(s) may be modified for various reasons. For example, an ambassador may elect to send only one search result(s). This may for example be due to a constraint of a user system. For example, if a user is utilizing a messaging system such as SMS or other messaging services such as multimedia messaging service (MMS), a search result(s) may be modified to be suitable for the capabilities of a user device. Likewise, if a user is utilizing a voice-based device, an ambassador may modify a search result(s) to be suitable for voice communication such as VoIP, text-to-speech, or other voice systems. An ambassador may send a search result(s) to more than one user device. For example, an SMS result may be sent to a text-based user device, and a search result(s) may be posted to a web page of the search system 130 (
In operation 425 a rating(s) may be obtained. A user rating of a search result(s), an ambassador, and/or an overall rating(s) may be obtained. A rating of an ambassador may be determined based on various factors such as time from receipt of a search result(s) by an ambassador until a search result is sent to a user, number of search result(s) sent to a user, number of search result(s) accepted by a user(s), selection of an advertisement(s) sent by an ambassador to a user(s), selection of a search result(s) sent to a user(s) by an ambassador, subsequent usage of the search system 130 by a user(s) associated with an ambassador, number of search result(s) requiring the use of a searcher other than the ambassador, etc. Control is passed to operation 430 and process 400 continues.
In operation 430, the database 120 (
As illustrated in
A raw query record may be created by various processes including a guided search session, an interactive training session, a non-interactive training session; may be imported from an external resource accessible to the search system, etc. In at least one embodiment, a raw query record is created if a request is received by the search system 130 (
The query ID field 505 preferably contains a unique identifier of a raw query, which is preferably used consistently. For example, in at least one embodiment, the query ID field 505 can include a randomly generated numerical code, and/or a text string indicating the content of a raw query. A query ID serves to distinguish a raw query record associated with a raw query from a raw query record associated with other raw query(ies). Although particular examples of identifiers are described herein, other types of identifiers uniquely indicating a query(ies) may be utilized without departing from the spirit and scope of the embodiments herein.
A unique identifier is assigned to a raw query when it is entered into the database 120 (
The keyword field 510 includes information of a keyword(s) associated with a raw query. Content of the keyword field 510 may be created by an automated processing or parsing of a raw query. A human guide may select a keyword(s) which is associated with a raw query. A method for making and/or reviewing an association of a keyword with a raw query is further described herein. Using the example illustrated in
The category field 515 includes information of a category(ies) associated with a raw query. Content of the category(ies) field 515 may be created by an automated classification of a raw query. A human guide may select a category(ies) which is associated with a raw query. A method for making and/or reviewing an association of a category with a raw query is further described herein. For example, in the record illustrated in
The structured query field 520 includes information of a structured query(ies) associated with a raw query. It may further include rating information of a structured query(ies) with respect to a raw query. A ranking or rating of a structured query may affect an order in which a structured query is presented to a guide when constructing a structured query. Using the example in
The user list field 525 includes information of a user(s) that submitted a raw query to the search system 130 (
The profile field 530 includes information of a profile associated with a raw query submitted to the search system 130 (
The search resource ID field 535 includes information of a search resource(s) associated with a raw query. Information of a search resource associated with a raw query may be used to locate search resources which may be provided to a guide in order to obtain a search result(s) responsive to a request. In at least one embodiment, a search resource is associated with a category. Using the example in
The search result ID field 540 includes information of a search result(s) associated with a raw query. Information of a search result(s) associated with a raw query may be used to provide a search result to a user. For example, the result ‘Kyle Orton is the QB—Go Bears’ might indicate a text message to be provided to a user via SMS, and the result ‘www.nfl.com/kyleorton’ might be provided using a web serving functionality to a browser of a user device.
The guide ID field 545 includes information of a guide(s) associated with a raw query. Information of a searcher associated with a raw query may be used to determine compensation for a guide. For example, a number of queries processed by an ambassador and/or a searcher may be used to determine compensation for the guide. Similarly, if a search result(s) provided by a guide is reused, the guide may be compensated.
As illustrated in
A vetted query record may be created by various processes, including a guided search session, an interactive training session, a non-interactive training session; may be imported from an external resource accessible to the search system 130 (
The vetted query ID field 605 preferably contains a unique identifier of the vetted query, which is preferably used consistently. For example, in at least one embodiment, the vetted query ID field 605 can include a randomly generated numerical code, and/or a text string indicating the content of the vetted query. A vetted query ID serves to distinguish a vetted query record associated with a vetted query from a vetted query record associated with other vetted query(ies). Although particular examples of identifiers are described herein, other types of identifiers uniquely indicating a vetted query(ies) may be utilized without departing from the spirit and scope of the embodiments herein.
A unique identifier may be assigned to a vetted query when it is entered into the database 120 (
The keyword field 610 includes information of a keyword(s) associated with a vetted query. Content of the keyword field 610 may be created by an automated processing or parsing of a query. Keywords associated with a vetted query may be used to rank the vetted query. For example, if a raw query includes a keyword(s) associated with a vetted query, the vetted query may be ranked higher and may be more likely to be provided to a user and/or an ambassador.
The category field 615 includes information of a category(ies) associated with a vetted query. If category associated with a vetted query is associated with a raw query, the vetted query may be ranked higher and may be more likely to be provided to a user and/or an ambassador.
The raw query field 620 includes information of a raw query(ies) which have been associated with a vetted query. It may further include rating information of a raw query(ies) with respect to a vetted query. The rating of a raw query associated with a vetted query may determine an order in which a vetted query may be presented to an ambassador when constructing a structured query responsive to a user request for information. For example, if a raw query has been associated with a vetted query by ambassadors 50% of the time, the vetted query may be presented higher in a list of suggested queries than a vetted query which has been associated with a raw query by ambassadors 20% of the time. A rating may be based on information such as ratings associated with a guide(s) making an association of a raw query with a vetted query, voting by a guide(s) associated with a category(ies), keyword(s), or other information associated with a vetted query, etc.
Using the example in
The user list field 625 includes information of a user(s) that submitted a raw query which was associated with a vetted query to the search system 130 (
The association of a user with a previous query may be used to associate a raw query submitted by a user with a vetted query. For example, a user who previously submitted the raw query ‘Who is the #1 quarterback for the Bears?’ which was associated with the vetted query ‘Who is the quarterback for the Chicago Bears?’ might submit a query such as ‘Who was the punter for the Bears in 1960?’. As the previous raw query was associated with the vetted query ‘Who is the quarterback for the Chicago Bears?’ the new raw query might be associated with the vetted query ‘Who was the punter for the Chicago Bears in 1960?’ Historical context information may be used automatically and/or may be presented to an ambassador or searcher.
The profile field 630 includes information of a profile associated with a vetted query by the search system 130 (
The search result ID field 635 includes information of a search result(s) associated with a vetted query. Search results may be rated associated with a vetted query. For example, a number of guides and/or users may be presented with a query associated with the vetted query and one or more search results and may indicate an opinion regarding the search result(s). As illustrated in
The searcher ID field 640 includes information of a guide(s) associated with a vetted query. In at least one embodiment, a searcher is associated with a search result(s) produced by the searcher. This may for example allow the search system to track use of search result(s) provided by a searcher. For example, a searcher might provide multiple responses to a vetted query in order that reuse of a search result associated with the searcher may be increased. Likewise, a searcher might provide different results which might be delivered to users using various communication services. For example, a searcher might provide a brief answer as an SMS message, a link to a URL for a web browser, a mixed media message for email delivery, etc.
In at least one embodiment, a raw query record such as the raw query record 500 may be used to track information of a query as it is processed by the search system 130 (
Subsequently, if an ambassador selects a structured query to associate with the raw query, a search result may be associated with the raw query. Using the example in
A vetted query may allow the search system 130 (
A structured query may be used to obtain a dynamic search result automatically. For example, if a user asked ‘What did the Dow do today?’ an ambassador might provide the structured query ‘What is the closing price for the Dow Jones Industrial Average?’ which might produce a programmatic search result. Various forms of a natural language question(s) may be mapped by an ambassador to a vetted query, which may improve utilization of searchers and ambassadors.
By providing an ambassador guide, requests for which a response is readily available may be handled quickly and efficiently. The use of an ambassador and information included in database of vetted queries may increase the number of automated responses, and/or may improve the targeting of a request to a searcher, the content and clarity of a request provided to a searcher and the selection of the search resources provided to a searcher. The activity of ambassador guides may be used to provide a database for processing of requests which may improve the performance of automated processing while providing human intervention efficiently.
As illustrated in
In operation 705 invitations are sent to prospective guides. An invitation may be sent using various techniques. For example, a guide may receive an email invitation, a guide may be referred by a person or an entity, such as a currently registered guide, an agent designated by the search system, an affiliate group or organization, etc. In at least one embodiment, an invitation includes a unique identifier of a person or organization which invited a person to register as a guide. Control is passed to operation 707 and process 700 continues.
In operation 707 a determination is made as to whether an access request is received from a registered guide. If in operation 707 it is determined that an access request from a registered guide is received, control is passed to operation 735 and process 700 continues. If in operation 707 it is determined that an access request from a registered guide is not received, control is passed to operation 710 and process 700 continues.
In operation 710 a determination is made as to whether a request to register as a guide is received. If in operation 710 it is determined that a request to register as a guide is not received, control is passed to operation 705 and process 700 continues. If in operation 710 it is determined that a request to register as a guide is received, control is passed to operation 715 and process 700 continues.
In operation 715 a preliminary testing where a prospective guide may participate in pre-screening activities is performed. A prospective guide may be required to fill out an application form, and to participate in various forms of testing and training in order to provide information which is used to determine whether a prospective guide is able to perform a set of tasks. A web form and GUI's for pre-registering, training, and testing of various skills are illustrated in
In operation 720 a determination is made as to whether a prospective guide has passed the pre-screening testing (requirements). If in operation 720 it is determined that a prospective guide has not passed the pre-screening requirements, control is passed to operation 725 and process 700 continues. If in operation 720 it is determined that a prospective guide has passed the pre-screening requirements, control is passed to operation 730 and process 700 continues.
In operation 725 a prospective guide is informed that the prospective guide has not met the pre-screening requirements. The prospective guide may be presented with a GUI such as the GUI 1900 illustrated in
In operation 730 a prospective guide who has met the pre-screening requirements completes the guide registration process. The process may include presentation of a webpage(s) such as the GUIs illustrated in
In operation 735 a determination is made as to whether a guide is eligible to acquire certification of a new skill. If in operation 735 it is determined that a guide is not eligible to acquire certification of a new skill, control is passed to operation 705 and process 700 continues. If in operation 735 it is determined that a guide is eligible to acquire certification of a skill, control is passed to operation 740 and process 700 continues.
The determination in operation 735 may be made based on various criteria. In at least one embodiment, a guide may be offered an option to be trained and/or tested in order to acquire certification of a skill. In at least one embodiment, a guide may be required to meet one or more criteria in order to be eligible to acquire certification of a skill. For example, a guide may be required to be certified to accept a live query before the guide may obtain certification of skills, such as voice, text messaging, email, research or other skills. Any or all certifications of a guide may be recorded in the database 120 (
In operation 740 training and/or skill testing is performed. Any form of testing and/or training may be utilized. For example, a guide may be trained and tested using GUIs such as those illustrated in
In operation 745 a determination is made as to whether a guide skill meets a requirement. If in operation 745 it is determined that a guide skill does not meet a requirement, control is passed to operation 750 and process 700 continues. If in operation 745 it is determined that a guide skill does meet a requirement, control is passed to operation 755 and process 700 continues.
The determination in operation 745 may be made based on various criteria. For example, a percentage of correct answers to a multiple choice test may be required, a time interval to complete a task may be required to be greater or less than a value, or a guide may be required to win a competition with another guide, or a guide may be required to achieve a total number of points in a game, etc. Various pass/fail criteria may be applied to an activity to determine if a guide has met a skill requirement.
In operation 750 a guide may be informed of the guide's result(s) from the testing and/or training activity in operation 740 and the result(s) are recorded. A guide may be presented with various form(s) of notification, such as a pop-up GUI, an audio message, a graphical representation of results, etc. Information of the guide's performance relating to training or testing is recorded in the database 120 (
In operation 755 a guide may also be informed of the guide's result(s) from the testing and/or training activity in operation 740. Information relating to the skill test in operation 740 is updated in the database 120 (
Using the process 700 a prospective guide may be pre-screened to determine if the guide meets one or more requirements. Once a guide has been determined to meet one or more requirements, the guide may be trained to perform various tasks. A guide may have multiple skills. As such any guide may be an ambassador, a searcher, a transcriber, an interpreter, etc. Any skill of a guide may be evaluated and certified.
An individual is invited to participate in potentially becoming a guide through an invitation medium. In one embodiment, the invitation is included in an email sent to an individual. An invitation is not limited to be included in an email, a potential guide may be invited by any number of methods such as by providing a link on a web page, obtaining a text message, etc. In one embodiment, an invitation may not be copied or forwarded to another individual. An invitation to a potential guide may include a link to more information about becoming a potential guide. An invitation includes a link or other techniques for directing a potential guide to a guide registration process. In one embodiment, the directing technique will be able to be used once.
If a potential guide elects to register to become a guide he or she can point a browser to a URL which may be provided. A link in an invitation may direct a potential guide's web browser to a URL of a guide registration landing page.
The basic information section 810 may include the first name text box 850, the middle initial text box 852, and the last name text box 854 for entry of the name of a prospective guide. As shown in
The registration page may also include a gender text box or preferably a drop-down list 868 and a date of birth text box or preferably a drop-down list 870 whereby a prospective guide may indicate his or her gender and date of birth. As shown in
The additional information section 820 includes the level of education text box 880, the internet connection speed text box 882, and the referral text box 884. The level of education text box 880 is preferably a drop-down list of levels of education to permit a prospective guide to indicate the highest level of education he or she has completed or may be completing. The internet connection speed text box 882 is preferably a drop-down list of internet connection speeds to permit a prospective guide to indicate the speed at which he or she will connect to the system. The referral text box 884 is preferably a drop-down list of a plurality of sources from which a potential guide may indicate his or her source of information regarding the search system. Upon indicating any data required for the registration page 800, a prospective guide may click on the “Sign Up” button 825 or may otherwise indication completion of the registration page. Although registration is described using a registration page 800 in
As illustrated in
The identification methods in the progress tracker are not limited to any configuration, for example completed registration operation(s) may be indicated by a flag, strikethrough, etc. and the current registration operation may be indicated by a flag, underline, highlighted, etc. The terms of service section 905 may include a scrollable text box or other controls for viewing the text setting forth the conditions, terms, rules and/or regulations applicable to registered guides within the search system 130 (
As illustrated in
As illustrated in
As illustrated in
As illustrated in
As illustrated in
The test page 1400 also includes a time tracker 1420. In one embodiment, the time tracker 1420 displays the time a prospective guide has remaining in a test. Upon review of the questions presented in the test window 1410, a prospective guide may click the “Next” button 1425 or may otherwise indicate completion of the test page 1400. The test page(s) may include any configuration of controls, for example, a test page(s) subsequent to a first test page may include a “Back” button to provide a prospective guide an option to navigate to a previously viewed test page. Any number of test pages may be presented to a prospective guide during a particular test. Test pages may include questions of any type, for example multiple-choice type questions, true/false questions, fill-in-the-blank questions, etc. Tests may include interactive activities such as training and/or testing sessions with a guide, user, or other person(s), etc. Upon review of the final question in a particular test, a prospective guide may click on a done button or may otherwise indicate completion of a particular test.
In at least one embodiment, a second test is provided to a prospective guide. As illustrated in
As illustrated in
Any number of test pages may be presented to a prospective guide during a particular test. For example, multiple typing proficiency tests may be presented on a plurality of test pages in a particular test. The test pages may include any configuration of controls, for example, if a test includes a plurality of test pages, a first test page may include a “Next” button to provide a prospective guide the option of continuing to a subsequent test page, or a test page subsequent to a first test page may include a “Back” button to provide a prospective guide an option to navigate to a previously viewed test page. Test pages may include questions of any type, for example multiple-choice type questions, true/false questions, fill-in-the-blank questions, etc.
As illustrated in
As illustrated in
In one embodiment the selection controls 1815 are radio buttons 1815a, 1815b presented to a prospective guide whereby he or she may select his or her choice of mutually exclusive answers to a question. The selection controls 1815 are not limited to any certain type. For example, a prospective guide may indicate his or her choice of answer by entry in a text box, selecting from a drop-down list, marking a check box, etc. The test page 1800 may also include a time tracker 1820. In one embodiment, the time tracker 1820 displays the time a prospective guide has remaining in a certain test. Upon review of the question(s) presented in the test window 1810, a prospective guide may click the “Next” button 1825 or may otherwise indicate completion of the test page 1800. The test pages may include any configuration of controls, for example, test pages subsequent to a first test page may include a “Back” button to provide a prospective guide an option to navigate to a previously viewed test page. Any number of test pages may be presented to a prospective guide during a particular test. Test pages may include questions of any type, for example, multiple-choice type questions, true/false questions, fill-in-the-blank questions, etc. Upon review of a final question in a particular test, a prospective guide may click on a done button or may otherwise indicate completion of a particular test.
Any number of tests may be presented to a prospective guide. If a prospective guide does not meet certain system requirements for any test(s) at any point in the registration process, a message noting the inability of the prospective guide to continue with the registration process may be provided. As illustrated in
As illustrated in
As illustrated in
The selection controls may be check boxes, drop-down lists, and/or radio buttons. The terms and conditions section 2120 includes a plurality of scrollable text windows containing terms, conditions, restrictions, etc. associated with the information provided on the tax application page. The privacy notice section 2125 may include legal and/or other information associated with the rights, terms, conditions, etc. related to the collection of any information provided on the tax application page 2100. The tax application page 2100 also includes the progress tracker 2130 and the “Process Form” button 2135. The progress tracker 2130 as previously described in
As illustrated in
An exemplary guide profile page 2300 is illustrated in
The account navigation controls 2305 allow a guide to navigate to web pages provided by the search system 130 (
The navigation tabs 2320 may be used to navigate to web pages associated with a guide account with the search system 130 (
The personal contact window 2325 may be used to indicate contact information, an image, and other information which may be included in a profile of a guide. The payment information window 2330 may be used to indicate payment information associated with a guide. The interest window 2335 may be used to indicate information regarding current activities of a guide. The keywords window 2340 may include controls to allow a guide to view and manage keywords associated with the guide. The comments window 2345 may be used to provide information of comments associated with a guide.
Subsequent to registration, a guide may be offered an option to take a certification test(s) for a skill(s). For example, a GUI such as the GUI 2400 illustrated in
The account navigation controls 2305 allow a guide to navigate to web pages provided by the search system 130 (
The navigation tabs 2320 may be used to navigate to web pages associated with a guide account with the search system 130 (
The guide activity controls 2425 may be used to select an activity. The activity control 2425a may be used to select a payment plan for a guide. The activity control 2425b may be used to manage keywords. The activity control 2425c may be used to prepare to receive search requests.
The guide skill controls 2430 may be used to select various options for acquiring a new skill certification. The “check mark” indicator beside the “Live Search” skill control 2430a may indicate that a guide is certified to perform live interactive searches. The “SMS Search” skill control 2430b be used to cause the GUI 2500 (
In at least one embodiment, a registered guide may be provided with a skills test, such as an SMS skills test. Activation of a link such as the “SMS Search” skill control 2430b (
As illustrated in
As illustrated in
The test page 2600 may also include a time tracker 2620. In one embodiment, the time tracker 2620 displays the time a guide has remaining in a certain test. Upon review of the questions presented in the test window 2610, a guide may click the “Done” button 2625 or may otherwise indicate completion of the test page 2600. The test pages may include any configuration of controls, for example, test pages subsequent to a first test page may include a “Back” button to provide a guide an option to navigate to a previously viewed test page. Any number of test pages may be presented to a guide during a particular test. Test pages may include questions of any type, for example, multiple-choice type questions, true/false questions, fill-in-the-blank questions, etc. Upon review of a final question in a particular test, a guide may click on the “Done” button 2625 or may otherwise indicate completion of a particular test.
As illustrated in
A guide skill certification test may assess the competence of a guide to perform a task(s). A guide may be trained and/or tested on the use of tools such as the query formation tools and/or the response processing tools further described herein below.
As illustrated in
The progress bar 2805 indicates operation(s) that a guide has completed using the GUI 2800. Using the example in
As illustrated in the
The query formation controls 2815 may be used by a guide to transform a raw or free-form query into a succinct or structured query. As shown in
As shown in the GUI 2800, a succinct query is formed by combining the selection(s) in the query formation text boxes. As shown in
If a guide requests clarification of a query, the guide may click the “Clarify” button 2810. The “Clarify” button 2810 may cause the GUI 2870 illustrated in
The chat windows 2855 of
The searcher chat window 2855b may be provided to allow a guide to enter free-form text which may be transmitted to a user. The “Send Text” button 2860 is provided to a guide to send dialogue, for example, in response to an information seeker, to request assistance in the construction of a structured query, or to send a structured query to a user for review. Such information may be processed using text-to-speech or other technologies to provide an interface between a user and a guide.
The query suggestion window 2820 is populated with a list of suggested succinct queries. A list of suggested queries may be initially generated in relation to a raw query. As a guide selects an option(s) using the query formation controls 2815, the query selection window 2820 may be automatically modified and/or filtered based on any selection(s). The query suggestion window 2820 may include the currently constructed succinct query and/or any number of succinct queries that are associated with the succinct query as composed using the query formation controls 2815.
If a guide selects a query from the query selection window, the category selection window 2825 may be populated with a list of suggested categories. For example, if a guide selects the query, “What is the best pad Thai recipe” from the query selection window 2820, the category selection window 2825 may be indicate a category including “Food>Ethnic>Thai>Indianapolis”. If a guide is satisfied with a suggested categorization presented in the category selection window 2825 the “Select Quick Category” button 2830 may be selected. The “Select Quick Category” button will direct the vetting application to omit the categorization operation in the vetting process as shown by the “Categorize” tab in the progress bar and direct the application to the “SWOG/WebGems™” section of the query vetting application. The suggested queries and the categories may include previously suggested queries and/or categories stored in the database 120 (
If the “Exit” button 2835 is selected, the search session is ended and the guide is made available. The search session may be transferred to a different guide.
If the “Abuse” button 2840 is selected, a message may be sent to the system database, administrator, etc. reporting the incident. A user who is reported for abuse may not be permitted to utilize the services of a guide. The “Abuse” button 2840 may cause a review of a search session to be conducted. A search session may be terminated and/or transferred to another guide.
The “AutoGuide Query” button 2845 allows a guide to submit information provided in the GUI 2800 for an automated search and/or response. For example, if a guide determines that a search result(s) may be provided without further assistance of a human searcher, selection of the “Auto Guide Query” button 2845 may cause the search system 130 (
Upon completion of any required information of the query vetting process, a guide may click on the “Next” button 2850. The application will be directed to the categorization section of the application such as the GUI 2900 illustrated in
The GUI 2870 illustrated in
As illustrated in
A query constructed or selected during the vetting process is displayed in the query box 2907 and the raw query provided to a guide by an information seeker, by the search system database, etc. is displayed in the raw query indicator 2909.
The category selection controls 2910 are provided for selection of a categorization(s) of a query. The category text boxes are populated with a list of a plurality of elements within a taxonomy. The first level categorization control 2910a may include a list of the first level classifications in a taxonomy. Selection of an element using the first level categorization control 2910a may determine elements presented in the second level categorization control 2910b. Selection of an element using the second level categorization control 2910b may determine elements displayed in the third level categorization control 2910c. Selection of an element using the third level categorization control 2910c may determine elements displayed in the fourth level categorization control 2910d and selection of an element using the fourth level categorization control 2910d may determine elements displayed in the fifth level categorization control 2910e. Any number of categorization elements and/or levels may exist and any number of categorization controls and/or lists may be displayed during the categorization process. A guide may select any elements displayed to form a hierarchal category path for categorization of a vetted query. As shown in
Categorizations associated with a query displayed in the query box 2907 are displayed in the categorization list 2925. If a guide desires to associate a query with a selected categorization he or she may click the “Add Category to List” button 2915. If a guide desires to remove a category from the category list 2925 the guide may click the “Remove Category from List” button 2920.
To navigate to the previous vetting GUI, a guide may select the “Prey” button 2940, and upon completion of the categorization screen, a guide may select the “Next” button 2945 to navigate to the next GUI. The “Next” button 2945 may not be active if required information has not been provided in the GUI 2800 (
As previously explained with respect to
Upon completion of any required information in the categorization GUI 2900, a guide is directed to the “SWOG/WebGemsTM” section of the vetting application.
As illustrated in
The progress bar 3005 may include a list of a plurality of operations included in the vetting process and any operations may further be subdivided into parts or separate sections as desired, as previously explained with respect to
The results window 3010 may display any number of search results associated with the categorizations selected and the structured query constructed using the GUI 2800 and the GUI 2900. The results window 3010 may be a scrollable window as illustrated in
If a guide selects the “Search without a guide” button 3015, the vetted, categorized query may be submitted for a search without the assistance of a human searcher. This option may be selected if a guide determines that none of the search results indicated in the results window 3010 may satisfy a user request. A guide may interact with a user to make such a determination. Submission of the categorized succinct query for a search without a guide may cause any number of search results to be added to the results indicated in the search results window 3010. A guide may return to the categorization and/or the query vetting GUI to modify the search results and/or the searcher information displayed in the GUI 3000.
A guide may view information displayed in the guide availability list 3030 to determine if a live guide is available to respond to the categorized vetted query. If a guide determines that a suitable guide is available, the guide may select the “Search with a guide” button 3020. The “Search with a guide” button 3020 may cause a search request to be directed to one or more guides who are not currently online. If a guide determines that a suitable guide is not immediately available based on information indicated in the guide availability list 3030, and that a user may accept a search result(s) provided by a guide at a later time, the “Search with a guide” button 3020 may be selected.
If a guide selects the “Transfer to a guide” button 3025, the session is transferred to an available guide associated with the system. A guide may elect to activate the “Transfer to a guide” button for various reasons. For example, a user request may require further interaction with a guide who has domain-specific knowledge, or a user may request a live interactive session with a searcher in order to obtain a search result(s) more rapidly.
A guide may elect to activate any or all of the action buttons 3015, 3020, 3025. While a specific set of options is illustrated in the GUI 3000, other options for conducting a search might be made available in the GUI 3000. Activation of any or all of the action buttons 3015, 3020, 3025 may cause the GUI 3000 to close.
The guide availability list 3030 indicates “online” and “offline” guides or searchers within the system. The online and/or offline statistics may include, for example, the total number of guides, the total number of matching guides, for example those well-suited to receive the search query, etc. Such information may be utilized by a guide in order to determine an optimal match between user requests and system resources.
To navigate to a previous GUI screen, a guide may select the “Prey” button 3035, and upon completion of the current screen, a guide may select the “Next” button 3040 to navigate to the next screen.
As previously explained with respect to
The GUI 3100 illustrated in
As illustrated in
The progress bar 3105 may include a list of a plurality of operations included in the vetting process and any operations may further be subdivided into parts or separate sections as desired, as previously explained with respect to
The structured query indicator 3107 indicates a vetted query associated with a search result(s) indicated in the full answer window 3110. The raw query indicator 3108 indicates a raw query as provided to a guide by an information seeker, by the search system database, etc. The categorization indicator 3109 indicates one or more category(ies) associated with a vetted query indicated in the structured query indicator 3107. The full answer window 3110 may indicate any search result(s) which have been provided responsive to a search request. Search result(s) associated with the vetted query and the categorization(s) indicated in the structured query indicator 3107 and the categorization indicator 3109 are displayed in the full answer window 3110.
The full answer window may be provided as a text box, scrollable window, drop-down list populated with a plurality of search results, etc. The formatted answer window 3115 displays a response to a user query which has been formatted to match one or more communication services associated with a user. For example, a search result may be modified in order to fit the maximum length of an SMS message; a search result may be modified to be a set of phonetic symbols in order that an audio response may be delivered to a user, a search result(s) may be formatted for multiple communication services.
Various type(s) of modification(s) of a search result(s) may be presented in the formatted answer window 3115. The formatted answer window 3115 may be provided as a text box, scrollable window, drop-down list populated with a plurality of answers, etc. A guide may be able to modify information indicated in the formatted answer window 3115. For example, a guide may type, and/or paste text or other information from a search result(s) presented in the full answer window 3110 into the formatted answer window 3115. The formatted answer window 3115 may provide various forms of assistance for a guide to create a formatted answer. For example, the number of characters contained in a text message may be displayed in order that a guide may know when a limit has been reached, or a number of seconds of audio, or video may be indicated, or a number or size of images may be indicated, or a rendering of a result(s) on a user device may be indicated, etc.
If a guide selects the “Submit answer” button 3120, the formatted answer is transmitted to a user. If a guide selects the “Revert to last valid” button 3125, modifications to a formatted answer may be canceled and a previous formatted answer may be presented in the formatted answer window 3115.
To navigate to a previous GUI screen, a guide may select the “Prey” button 3130. As previously explained with respect to
An alternate embodiment of tools for creation of a vetted query is illustrated below. The alternate embodiment may be used by an ambassador to process a user request.
As illustrated in
The customer information window 3202 may include the last known location indicator 3204 and the recent activity indicator 3206. The last known location indicator 3204 may display a user's most recent geographic location. This information may be used by the search system and/or a guide to facilitate provision of a query answer to a user that is relevant to a certain location, area, region, etc. The recent activity indicator 3206 may display a user's most recent use of the search system and other context information which may be relevant to a request. For example, the recent activity indicator 3206 may display a user's previous query(ies), responses by the search system, any advertisements that may have been provided to the user, previous search results, profile information of a user, etc. The advertisement window 3208 may display a selected advertisement based on content of the GUI 3200, which may be transmitted to a user based on actions of a guide.
Prior to a providing a response to a query, an initial guide or ambassador may user the GUI 3200 to develop a well-formed or structured query from a user submitted query, categorize the query, provide a database response, ask a user for clarification, report abuse to the search system, etc. before passing (forwarding) the well-formed query on to an additional guide(s). The query building window 3210 may include a query type control 3212, a session time indicator 3214, query segment selection tools 3216, query segment controls 3218, a query building text box 3220, interrogative word selection controls 3222, a suggested questions window 3224, suggested question indicators 3226, and a scrolling control 3228.
The query building window 3210 may be used by a guide to develop a well-formed query based upon a user submitted query. For example, as illustrated in
The query segment selection tools 3216 may allow a guide to select any number of the initial segments of a user submitted query to include in a well-formed query that may be assembled in the query building text box 3220. For example, a guide may choose to select only the subject of a user submitted query, such as the word ‘oso’ illustrated in
The interrogative word selection controls 3222 may include any number of interrogative words that a guide my select in assembling a well-formed query in the query building text box 3220. For example, if a query is submitted to the search system by a user in a declarative form, a guide may choose to start a well-formed query with a word such as ‘Who’ 3222a, ‘What’ 3222b, etc.
The query building window may include the suggested questions window 3224. The suggested questions window 3224 may include any number of suggested question indicators 3226 contained in the search system database. The suggested questions 3226 may be provided by the search system database as associated with the user submitted query based on any of the words or segments contained in the user submitted query. For example, as illustrated in
The category selection window 3230 may contain the suggested categories window 3232, the categories selection control 3234, and the selected categories window 3236. The suggested categories window 3232 may display any categories determined by the search system to be a potential category associated with the user submitted query. For example, as illustrated in
The location selection window 3238 may include a location selection control 3240. If a guide determines that a user submitted query may be location related, a guide may select the location selection control 3240 in which case a subsequent guide may better provide an answer to a user submitted question.
The ‘Send to a Guide’ button 3242 may be selected if a guide has completed the assembly, formation, selection or otherwise of a well-formed query, and completed categorization of the query, or other operations as may be determined by the search system. A guide may select the ‘Send to Guide’ button to pass the vetted query to an additional guide(s), or to the search system that may in turn provide an answer to a user submitted query based on the vetted query. A guide may alternatively select from the user controls 3246. The ‘Customer Clarify’ user control 3246a may be selected to obtain clarification of a user submitted query and/or obtain additional information from a user that may be advantageous in forming a well-formed query. The ‘Abort’ user control 3246b may be used to cancel the current session and close the GUI 3200. The ‘Abuse’ user control 3246c may be used to report abuse or other prohibited behavior of a user to the search system. In addition, a guide may select the status selection tool 3244 to indicate that the guide desires to change his or her status to ‘Away’ and not accept additional queries after completion of the current session.
As illustrated in
As illustrated in
If a guide determines that the suggested categories are not sufficient, a guide may select the categories selection control 3234 to display any categories contained in the search system database. As illustrated in
The GUI 3500 may contain any number of category tabs 3502. As illustrated in
The GUI 3500 may contain the search box 3508 to allow a guide to enter text to search available categories contained in the search system database. If a guide enters text into the search box 3508, a guide may select the search selection control 3509 to initiate a search of the search system database on the entered text. The system may locate number of categories based on association of a search term with the text entered by a guide.
As illustrated in
As illustrated in
The query building window 3610 may include a query categorization control 3612, a session time indicator 3614, interrogative word selection controls 3616 and interrogative word window 3617.
The query building window 3610 may display a user submitted query with grammatical errors. For example, as illustrated in
The category selection window 3618 may contain the suggested categories window 3620, the categories scroll control 3622, the categories selection control 3624, the selected categories window 3626 and the selected categories 3628. The suggested categories window 3620 may display any categories determined by the search system to be a potential category(ies) associated with the user submitted query. For example, as illustrated in
The location selection window 3630 may include a location selection control 3632. If a guide determines that a user submitted query may be location related, a guide may select the location selection control 3632 in which case a subsequent guide may better provide an answer to a user submitted question.
The ‘Send to a Guide’ button 3634 may be selected if a guide has completed the assembly, formation, selection or otherwise of a well-formed query, and completed categorization of the query, or other operations as may be determined by the search system. A guide may select the ‘Send to Guide’ button to pass the vetted query to an additional guide(s), or to the search system that may in turn provide an answer to a user submitted query based on the vetted query. A guide may alternatively select from the user controls 3638. The ‘Customer Clarify’ user control 3638a may be selected to obtain clarification of a user submitted query and/or obtain additional information from a user that may be advantageous in forming a well-formed query. The ‘Abort’ user control 3638b may be used to cancel the current session and close the GUI 3600. The ‘Abuse’ user control 3638c may be used to report abuse or other prohibited behavior of a user to the search system. In addition, a guide may select the status selection tool 3636 to indicate that the guide desires to change his or her status to ‘Away’ and not accept additional queries after completion of the current session.
The session time indicator 3614 may keep track of the total time a guide has spent on a particular query and display the amount of time that is being spent by the guide using the GUI 3600. A guide may use the query type control 3612 to classify a response that may be provided in return to an incoming query. For example, an incoming query may be classified as a ‘Standard’ in which a guide may continue through the GUI 3600 building a well-formed query in response to the user submitted query. Alternatively, the query type control 3612 may include the option ‘Conversational’, which if selected by a guide, may result in the GUI 3700 as shown in
As illustrated in
The answer building window 3710 displays the user submitted query 3716. The conversational category selection tools 3718 may be selected by a guide based on a guide's interpretation of the user submitted query 3716. For example, as illustrated in
The ‘Send Answer’ button 3724 may be selected if a guide has completed the assembly, formation, selection or otherwise an answer in response to the user submitted query. A guide may alternatively select from the user controls 3728. The ‘Customer Clarify’ user control 3728a may be selected to obtain clarification of a user submitted query and/or obtain additional information from a user that may be advantageous in forming an answer. The ‘Abort’ user control 3728b may be used to cancel the current session and close the GUI 3700. The ‘Abuse’ user control 3728c may be used to report abuse or other prohibited behavior of a user to the search system. In addition, a guide may select the status selection tool 3726 to indicate that the guide desires to change his or her status to ‘Away’ and not accept additional queries after completion of the current session.
Using the methods and systems described herein, a guide(s) or human searcher(s) may be pre-screened prior to registration. Subsequent to registration, a guide may be trained and tested to determine if the guide is competent to perform a task(s). A guide may be trained and certified to perform as an ambassador guide, a live guide, a searcher guide, an SMS guide, and/or to perform other tasks.
An ambassador may act as a ‘first line’ responder to a user request. An ambassador guide is trained and provided with a toolset which allows the ambassador to construct a vetted query. A vetted query is categorized, formatted to remove spelling, grammar, structure or other natural-language ambiguities or errors, and may be associated with information such as a location, or attributes of a user who submitted a query. Utilizing an ambassador, who may spend a few seconds to at most a few minutes to process a query, the cost to serve a customer is greatly reduced.
An ambassador may respond to a user request which does not require a rigorous search using a tool which provides a selection of approved response options. By responding with a standardized set of responses which may be targeted by the search system, efficiency of the ambassador may be improved while retaining the human touch and avoiding unstructured replies. As a query which is not requesting information is not directed to a searcher, the quality of such a response is improved, and searchers are not occupied with irrelevant queries. By providing an ambassador, the cost and speed of response to a user request is improved. An ambassador may create a query which may be mapped to a query in a database which may be associated with a search result(s). The more effective categorization and systematic formulation of a query may greatly increase the reuse of previous answers, reducing cost and improving answer quality.
Pre-processing of a query by an ambassador may reduce the time required by a searcher to provide a response, as a searcher receives a request which is clear, concise and is directed to or forwarded to an appropriate searcher. A less experienced or lower cost searcher may be selected which may reduce the overall cost to serve a customer. A better targeted advertisement may be delivered to a user more rapidly, which may be provided to the user during a search process.
As a raw query is mapped to a vetted or structured query, the re-use of search results may be improved. The mapping of a raw query to a structured query may be personalized to a user, as an ambassador may indicate relevance of location, and may categorize a request, and may include information based on a history record obtained by the search system
An ambassador guide may be presented with information regarding availability of system resources. An ambassador guide may be able to view information regarding search result(s), available searcher(s), rating information, etc. which may be used to respond to a user search request. An ambassador guide may respond to a user request, may transfer a search request to a searcher or other guide, and/or may utilize an automated search resource to respond to a user. An ambassador guide may select one or more communication services which may be used to provide information to a user responsive to a search request(s).
When a search result(s) is available, an ambassador guide may review a result(s) and may determine whether and/or how a search result(s) is provided to a user. An ambassador guide may interact with a user to determine how information responsive to a search request is transmitted to a user. An ambassador guide may process a search result(s) so that it is suited to a user device(s) and/or communication service(s). An ambassador may be provided with a tool set which may be used to perform formatting or other processing of information provided responsive to a search request. An ambassador guide may select an advertisement and/or other information to be provided to a user responsive to a search request.
Information of activity by ambassador guides may be used to improve automated matching of requests to resources. For example, a database of requests which have been associated with vetted queries may be used to improve automated categorization, structuring of a query, etc. in order that a query may be answered automatically and/or may be automatically routed to a suitable searcher without the intervention of an ambassador. The ambassador activity may be preformed more rapidly than a free-form search activity. As a result, the compensation of an ambassador per activity may be lower than that for a searcher. If the percentage of queries which can receive either an automated response or a response from an ambassador is increased, overall system costs and efficiency may be improved. Likewise, as a vetted query may be directed to a more knowledgeable searcher, response time of the searcher, quality of a search result, and user experience may be improved.
While the ambassador role has been described in the context of a search request, it may be applied in other types of human-assisted information processing. For example, an ambassador might determine that a request included a request for a product, service, or item. An ambassador might obtain additional information from a user and route the user to a guide or other person who might fulfill the user request.
The disclosed system and method includes forwarding a request of a user to a human guide who qualifies a request based on a review of information of the request and executing a search using the request qualified by the guide.
The many features and advantages of the claimed invention are apparent from the detailed specification and, thus, it is intended by the appended claims to cover all such features and advantages of the claimed invention that fall within the true spirit and scope of the invention. Further, since numerous modifications and changes will readily occur to those skilled in the art, it is not desired to limit the invention to the exact construction and operation illustrated and described for the disclosed embodiments, and accordingly all suitable modifications and equivalents may be resorted to, falling within the scope of the claimed invention. It will further be understood that the phrase “at least one of A, B and C” may be used herein as an alternative expression that means “one or more of A, B and C.”
This application is related to and claims the benefit of U.S. Provisional Application Ser. No. 60/989,664, Attorney Docket No. 1918.1034P, inventor Scott A. Jones, et al., titled METHOD AND SYSTEM FOR IMPROVING UTILIZATION OF HUMAN SEARCHERS, filed Nov. 21, 2007.
Number | Date | Country | |
---|---|---|---|
60989664 | Nov 2007 | US |
Number | Date | Country | |
---|---|---|---|
Parent | 12275864 | Nov 2008 | US |
Child | 13623131 | US |