The past few years have witnessed an exponential increase in the amount of searchable information available to users of knowledge management systems. Unfortunately, the tools for providing access to the volume of available information have not improved at the same pace at which the amount of information available has increased.
The tools provided to facilitate information access by users are structured on a query paradigm in which the user provides a search query containing a nominally complete listing of the available information related to the user's query prior to any attempt to search for information. In that paradigm, the user enters a complete query. The complete query is then sent from a client to a database. The database to which the query is sent is typically located on a remote server. A search is run against an entire database index. Results are returned to the client.
The current query paradigm presents several problems and associated resource costs. First, sending a search query to a remote server generates delay as the query traverses the network. Such delays vary with environment. In customer relationship management application, such a delay can prove particularly irksome when the user is forced to communicate over high-latency communication links, such as those frequently encountered by mobile users at the customer site. Second, running a search query against an entire database index generates delay as the query is processed against the index by the server. In customer relationship management application, such a delay can prove particularly irksome in situations where the user communicates with the database at a peak busy hour. Third, a paradigm that encourages the user to enter excessive amounts of data for a “complete” query wastes user time on data entry. Fourth, the results fail to leverage recurring patterns in user input and selection. All of these problems result in wasted time. Wasted time creates a directly calculable financial cost. All of these problems have the potential to decrease user satisfaction. Decreased user satisfaction results in costs that are harder to measure but can be more profound in the long term.
A partial entry of a service request is received into a service request window. Responsive to the receiving the partial entry of the service request, a first querying operation is performed on a first topic map. The first querying operation includes constructing a first query based on the partial entry. The first topic map is stored in conjunction with the application, and the application generates the service request window. Responsive to the performing the first querying operation, a first group of service request solution identifiers are retrieved. Each service request solution identifier of the first group of service request solution identifiers is associated with a corresponding service request solution among a first group of service request solutions. A result display is populated with the first group of service request solution identifiers. Responsive to a selection of a selected service request solution identifier from the result display, a service request solution associated with the selected service request solution identifier is retrieved. The service request window is populated with details derived from the service request solution.
The present invention may be better understood, and its numerous objects, features and advantages made apparent to those skilled in the art by referencing the accompanying drawings.
The use of the same reference symbols in different drawings indicates similar or identical items.
In response to receiving a partial entry of a service request into a service request window, a local topic map is queried to determine whether any matches for the partial entry exist in the topic map. Matches are presented to the user in a list within the user interface. If a user selects one of the matches, data associated with the match is populated into the user interface. Responsive to user selection or ratification of the local match, a service request solution associated with the match is retrieved from a database. If no local match is found, or if none of the prospective matches is selected or ratified, a search can be performed by routing a query to a search server.
In turn, logic tier 210 is depicted in
In one embodiment, search service module 230 uses a user profile, topic map, or other structure for recording user responses to generate an order of display priority, according to which user interface 225 displays results. Search results 275 are sent to user interface 225 by search service module 230. In one embodiment, data from such a user profile, topic map, or other structure for recording user responses is provided to user interface 225 for ordering the display of partial matches and user interface records selection of partial matches for use in updating an order of display priority.
Search services 230 can be implemented as objects, for example. Such objects need not be tied to specific objects, but rather, can operate or act upon objects to achieve a particular goal. Such services can be reused, and can be used by external systems to communicate with applications. Such objects can be configured to work with a set of properties, which can be set through the use of administrative tools. Search services 230 can also store information regarding searches performed (e.g., during a given session), using caching, for example. By supporting such storage, search services module 230 is able to support persistent searches.
Search engine adapters 235 can be implemented as driver dynamic link libraries (DLLs), for example. Using the present disclosure, such driver DLLs can be implemented by third parties (using what is referred to herein as a “Third Party Interface”). The interface for a particular search can then be implemented internally or by a third party vendor. These DLLS support the plug-and-play mechanism for search engines in embodiments of the present invention. Using this approach, a third-party search engine is then able to plug into the application by implementing the third party interface.
Search index tier 215 includes a search engine 240, which allows for the searching of data residing in data tier 220. This data is represented in
User interface 225 communicates a search request 250 to search services module 230 in logic tier 210. Search request 250 can be in a standard format, and so, for example, can be communicated as a property set. Search services 230 then communicates search request 250 to search engine adapters 235 as a search query 255. For example, search query 255 can be communicated using an extensible markup language (XML). Search engine adapters 235 then communicate search query 255 to search engine 240 as index data 260. Index data 260 will typically be in a native database format.
Search engine 240 performs the request search, and returns its results as native result data 265. As with index data 260, native result data 265 will typically be in a native database format. Search engine adapters 235 communicate these results to search services module 230, as result data 270. Search services 230 then order the data based on an order of display priority and communicate these results from logic tier 210 to user interface 225 within client tier 205, as search results 275. As before, communications between user interface 225 and search services module 230 can be, and preferably are, in a standard format, such as property sets. User interface 225 receives search results 275, and then presents these results to the user.
Should the user desire further information on one or more of the results in search results 275, the user once again employs user interface 225 to communicate refined search requests information (search request 250) to search services module 230. Search services module 230 records this request for more information to a user profile, topic map, or other structure for recording user responses. Search services module 230 once again sends search query 255 (appropriately modified to reflect the additional information desired by the user) to search engine adapters 235. Search engine adapters 235 then perform a data access 280 in order to access the data in data source 245. Data source 245 then returns the requisite data as data 285. Data access 280 and data access 285 are preferably communicated between search engine adapters 235 and data source 245 using a standard format such as XML. Additionally, a data abstraction layer can be implemented between search engine adapters 235 and data source 245, either as a separate module, or (from at least the perspective of search engine adapters 235) as part of data tier 220. In one embodiment, this data abstraction layer is implemented as one or more virtual business components. Enterprise data system 200 thereby supports both predictive searches using a local topic map in client tier 205 and full queries to search index tier 230.
Regarding the signals described herein, those skilled in the art will recognize that a signal may be directly transmitted from a first block to a second block, or a signal may be modified (e.g., amplified, attenuated, delayed, latched, buffered, inverted, filtered or otherwise modified) between the blocks. Although the signals of the above described embodiment are characterized as transmitted from one block to the next, other embodiments of the present invention may include modified signals in place of such directly transmitted signals as long as the informational and/or functional aspect of the signal is transmitted between blocks. To some extent, a signal input at a second block may be conceptualized as a second signal derived from a first signal output from a first block due to physical limitations of the circuitry involved (e.g., there will inevitably be some attenuation and delay). Therefore, as used herein, a second signal derived from a first signal includes the first signal or any modifications to the first signal, whether due to circuit limitations or due to passage through other circuit elements which do not change the informational and/or final functional aspect of the first signal.
The foregoing described an embodiment wherein the different components are contained within different other components (e.g., the various elements/components of a computer system). It is to be understood that such depicted architectures are merely examples and that in fact many other architectures can be implemented which achieve the same functionality. In an abstract, but still definite sense, any arrangement of components to achieve the same functionality is effectively “associated” such that the desired functionality is achieved. Hence, any two components herein combined to achieve a particular functionality can be seen as “associated with” each other such that the desired functionality is achieved, irrespective of architectures or intermediate components. Likewise, any two components so associated can also be viewed as being “operably connected,” “communicatively coupled” or “operably coupled,” to each other to achieve the desired functionality.
User interface 310 further reports user responses to search results and selection of partial matches to search services module 330, which records the responses to results in a user profile, topic map, or other structure for recording user responses. Search services 330 communicate with a number of search engine adapters (depicted in
In the aforementioned manner, for example, search engine adapter 335(1) is able to communicate with a search engine residing on a search engine server 340 of search system architecture 301. A number of search engines of the present invention are depicted in
Moreover, it will be noted that the variable identifier “N” is used in several instances in
If further information with respect to the data thus identified is desired, the user can “drill down” (delve further into the data identified). Thus, in the manner discussed with regard to access by search engine adapters 235 to data source 245 in
User interface 310 includes components, detailed subsequently with respect to
Virtual business component 380 can represent external data as a business component. This allows the user to represent external data as a business component within an application. Virtual business component 380 also allows search services (e.g., search services module 330) to transfer data directly to and receive data directly from user interface 310 on client 305, as shown in
Virtual business component 380, in the manner discussed with regard to the data abstraction layer of a virtual business component, provides a data abstraction layer that allows search engine adapters 335(1)-(N) to access data sources 365(1)-(N) of data sources 360 in an abstract manner. This allows search engine adapters 335(1)-(N) to access the various data sources within data sources 360 (e.g., various databases having various formats, file systems having various formats, flat-file databases, electronic mail in various formats, resources on the Internet, resources within an enterprise's internal network and many other such data sources). Thus, search server 315 is able to provide access to searchable data located within a heterogeneous set of searchable objects provided by a variety of vendors and accessed through different search engines that require communication in different search query formats and to differentially rank data and results received from such a heterogeneous set of searchable objects provided by a variety of vendors on the basis of the searchable object, search engine or vendor from which the data is received. Data sources 365 thus correspond to the searchable objects that can include databases, file systems, portals, electronic mails, and other electronically-accessible data sources. As can also be seen in
The architecture illustrated in
Search services module 330 is configured, in part, through the use of a search index. By referencing the search index, the search services can provide the user interface with information identified by values provided for searching using the searchable fields available to the user. A search index can be built by providing a mapping between the searchable fields in the search index and the related fields found within the searchable objects of interest. Embodiments of the present invention provide such a mapping through the use of a modifiable field mapping file. The field mapping file provides information necessary to make a linkage between fields of the search index and fields of a variety of searchable objects. Further, a user can be provided with the ability to modify the field mappings file. If such a modification is performed, the searchable index can be modified at runtime to provide access to or deny access to fields affected by such a modification of the field mappings file. Enterprise data system 300 thereby supports both predictive searches using a local topic map associated with client 305 and full queries to search system architecture 301.
User interface 410 also interfaces with a search server 415 on which a search services module 420 and a search engine adapter 425 by sending a search request in a generic format. As depicted in
As will be appreciated in light of the present disclosure (and particularly, search engine adapters 335(1)-(N)), rather than a number of search engine adapters such as search engine adapter 425, a number of search engines (e.g., search engines 345(1)-(N), of which search engine 440 is an example) can also be implemented by providing a number of search engine adapters (of which search engine adapter 425 is an example), although such a configuration is not shown in
In the manner noted earlier with regard to
In the low-level class diagram of
Service Class 480 also has a relationship with an aggregation of object classes (represented in
In terms of UML, the foregoing thus implies that all other classes in
Using the low-level classes of
In such a system, the process of the present invention begins with a user interacting with a user interface. The user interface 225 sends a search request to a search server in a first format, and more particularly, to a search services module (step 500). Typically, this search process will be executed after a user has failed to select any of the matches resulting from a query to a local topic map, or after a query is performed and no such matches are found. The search frame of the user interface passes the search text and category (or categories) to a search execution virtual business component. Virtual business components are used (rather than regular business components) because the data, in terms of search results, come from an external data source (namely, search indices). The virtual business component passes the search to the search services of a search server.
Next, the search server performs the requested search by passing the search request to a search engine in as a search query in an engine-specific format, as depicted in greater detail in
As noted,
The operations referred to herein may be modules or portions of modules (e.g., software, firmware or hardware modules). For example, although the described embodiment can include software modules and/or manually entered user commands, the various example modules can be implemented as application-specific hardware modules. If implemented as software modules, embodiments of the present invention can include script, batch or other executable files, or combinations and/or portions of such files. Such software modules may include a computer program or subroutines thereof encoded on computer-readable media.
Additionally, those skilled in the art will recognize that the boundaries between modules are merely illustrative and alternative embodiments may merge modules or impose an alternative decomposition of functionality of modules. For example, the modules discussed herein may be decomposed into submodules to be executed as multiple computer processes, and, optionally, on multiple computers. Moreover, alternative embodiments may combine multiple instances of a particular module or submodule. Furthermore, those skilled in the art will recognize that the operations described in example embodiment are for illustration only. Operations may be combined or the functionality of the operations may be distributed in additional operations in accordance with the invention.
Alternatively, such actions may be embodied in the structure of circuitry that implements such functionality, such as the micro-code of a complex instruction set computer (CISC), firmware programmed into programmable or erasable/programmable devices, the configuration of a field-programmable gate array (FPGA), the design of a gate array or full-custom application-specific integrated circuit (ASIC), or the like.
Each of the blocks of the flow diagram may be executed by a module (e.g., a software module) or a portion of a module or a computer system user using, for example, a computer system such as the computer system described subsequently herein. Thus, the methods described herein, the operations thereof and modules therefore may be executed on a computer system configured to execute the operations of the method and/or may be executed from computer-readable storage media. The method may be embodied in a machine-readable and/or computer-readable storage medium for configuring a computer system to execute the method. Thus, software modules of embodiments of the present invention may be stored within and/or transmitted to a computer system memory to configure the computer system to perform the functions of the module.
Such a computer system normally processes information according to a program (a list of internally stored instructions such as a particular application program and/or an operating system) and produces resultant output information via I/O devices. A computer process typically includes an executing program or portion of a program, current program values and state information, and the resources used by the operating system to manage the execution of the process. A parent process may spawn other, child processes to help perform the overall functionality of the parent process. Because the parent process specifically spawns the child processes to perform a portion of the overall functionality of the parent process, the functions performed by child processes (and grandchild processes, etc.) may sometimes be described as being performed by the parent process.
The software modules described herein may be received by such a computer system, for example, from computer-readable storage media. The computer-readable storage media may be permanently, removably or remotely coupled to the computer system. The computer-readable storage media may non-exclusively include, for example, any number of the following: magnetic storage media including disk and tape storage media. optical storage media such as compact disk media (e.g., CD-ROM, CD-R, etc.) and digital video disk storage media. nonvolatile memory storage memory including semiconductor-based memory units such as FLASH memory, EEPROM, EPROM, ROM or application specific integrated circuits. volatile storage media including registers, buffers or caches, main memory, RAM, and the like. In a UNIX-based embodiment, such software modules may be embodied in a file which may be a device, a terminal, a local or remote file, a socket, a network connection, or other expedient of communication or state change. Other new and various types of computer-readable media may be used to store and/or transmit the software modules discussed herein.
Returning to step 608, if a user has not selected a topic match, a determination is made as to whether a user has entered additional text (step 618). If a user has entered additional text, the process then returns to step 602, which is described above. If a user has not entered additional text, a determination is made as to whether a user has requested a search (step 622). If the user has requested a search, a knowledge base search is performed, for example, using the process of
Returning to step 622, if the user has not requested a search, a determination is made as to whether the request has been resolved (step 626). If the request has not been resolved, the process returns to step 608, which is described above. If the request has been resolved, a resolution is recorded (step 628). The process then ends.
A determination is then made as to whether a synchronization interval has expired (step 662). If the interval has not expired, the process returns to step 656, which is described above. If the interval has expired, the server topic map is updated (step 664). The server topic map and the client topic map (step 666). The process returns to step 656.
Once the search service preprocessing has been performed, the search services module sends the preprocessed search request to a search engine adapter in the form of a search query. As noted earlier, the search request can be communicated in the form of one or more property sets, while the search query can be communicated in an engine-specific format embodied as XML.
One example of the conversion a property set to an XML string is now presented:
Once the search engine adapter receives the search query, the search engine adapter performs search engine adapter processing on the search query (step 620). The process of search engine adapter processing is described in further detail with regard to
The search request, having been preprocessed by the search services and processed by the search engine adapter, is then sent to a search engine as index data. Using this information, the search engine is able to perform the requested search (step 630). The search engine then returns the results thus identified as native result data to the requesting search engine adapter (step 640). Native result data is, in one embodiment, returned in an engine-specific format. Via processing by the search engine adapter and the search services, the search server consolidates and converts the native result data from multiple engines into search results that are then provided by the search services to the user interface (step 650). The processes performed in converting the native result data into search results for consumption by the user interface (via the search services module and the search engine adapter) are discussed in further detail with regard to
Once connected to the desired search engine(s), the search services identify the desired search categories, and if needed, attendant child categories (step 730). The search services then identify any user preferences communicated to the search server in the given search request (or in a user profile or a topic map) (step 740). The search services then apply any filters requested by the user or indicated as being useful on the basis of preferences contained in the user profile or topic map for particular results associated with particular filters (step 750). The search services, using this information and other information in the search request and the user profile or topic map, then constructs the query or queries necessary to affect the search requested by the user (step 760). With the query (or queries) thus constructed, the search services then build one or more searches to send to the search adapters using the standardized generic format employed in communications between the search services and the search engine adapters (step 770). The search (or searches) thus constructed are then sent to the requisite search adapter(s) (step 780).
The following is an example of a template of a search request created using XML:
Once called, the search engine API commands (sent to the search engine in the engine's native format) cause the search engine to perform the requested search (step 830). Once the search has been performed, the search engine adapter receives the native result data from the search engine at an engine specific adapter that is configured to receive these results (step 840). The search engine adapter (via the engine specific adapter and generic search adapter) then reformats (and converts, if necessary) the native response data into the standard format for presentation to the search service (step 850). This result data is then sent in the standard format to the search service (step 860).
User interface 1015 further reports user responses to search results and selection of partial matches to search services module 1020, which records the responses to results in a user profile, topic map, or other structure for recording user responses. As also described earlier, search server 1010 includes search services module 1020 and a search engine adapter 1025, which are in communication with one another, as well as the search engine 1030 and a virtual business component 1035.
Virtual business component 1035 is in communication with data sources 1040, which include data sources 1045(1)-(N). In one embodiment, a user profile, topic map, or other structure for recording user responses can indicate a user preference for data from a particular data source by recording user responses to results from that data source. In one embodiment, virtual business component 1035 includes a number of business objects 1050(1)-(N). As depicted in
Embodiments such as those described herein provide a number of advantages. For example, it will be appreciated that, if such a structure becomes relatively large (i.e., includes a relatively large number of records), performing searches could become cumbersome, because such searches would take a relatively long time (if individual tables were searched) and/or would often result in an inordinately large number of hits (if all or a large number of such tables were searched globally), or some combination thereof. This is particularly problematic if an enterprise application focuses primarily on an individual business object when searching, which requires a large number of searches because each business object must be searched in such a scenario. Since many enterprises distribute information across multiple business objects, this can lead to gross inefficiency, resulting from the need to perform numerous searches or large global searches. Embodiments of the architecture presented herein address these challenges, in part through its ability to employ search indices according to various embodiments.
Two general types of search indices are global indices and individual indices. A global search index (or, more simply, a global index) is one large search index that indexes all the business objects to which the search engine has access. Searches using a global index typically return large number of results (basically, all such results), because effectively all data sources are searched. Alternatively, an individual index is provided. An individual search index (or, more simply, an individual index) indexes a particular business object individually. In this case, then, the search engine accesses only the individual search index for the desired business object. In order to search more than one such data source using such an index alone, more than one search must therefore be performed by the user.
In a system according to embodiments of the present invention, however, such issues are addressed through the use of logical collections of business objects. These logical collections logically group business objects together for purposes of searching. In the case of a global index, such a search returns only references from those business objects in the logical collection by filtering out those references for business objects not in logical collection. In the case of an individual index, the search engine need access individual search indices only for those business objects in the logical collection. A search on a global index or individual index may require an engine-specific format different from the format of a search request.
An application according to embodiments of the present invention supports the definition of any number of logical collections, even if each requires a distinct engine-specific format. In such embodiments, search indexing is typically done at the individual business object level, although such an indexing approach is not mandatory. As will be apparent from the present discussion, when a search is executed on a logical collection, the results from the search engine are based on hits from any of the business objects within the logical collection. The implementation and use of logical collections thus allows for the searching of data from multiple business objects using a single search. This reduces the number of searches a user would otherwise have to perform to get to the requisite information.
The use of a logical collection begins with the logical collection's definition. By defining a logical collection, the user defines the collection of business objects to be searched. To search a logical collection, the identifier for the logical collection (the logical collection identifier or LCID) is used to access the appropriate LCID entry in a given logical collection table (also referred to herein as a logical collection map) within the search engine. The logical collection table maps a logical collection (using the LCID) to the business object(s) represented therein using one or more business object identifiers (BOIDs).
As will be appreciated in light of the present discussion, such logical collection tables can be made customizable, and so can include any number of LCIDs, each of which can be a collection of any of the business objects available to the user for searching. This allows the user interface to display, and the user to select, one or more business objects (e.g., as a list of BOIDs, text representing each BOID or business object, or the like) and logical collections (e.g., as a list of LCIDs, text representing each LCID or logical collection, or the like) for searching. Alternatively, some embodiments of the present invention allow logical collections to be selected for searching based on content of a user profile, a topic map, or other structure capable of recording user preferences. Thus, a logical collection can be selected for searching based on favorable user response to results obtained from the selected logical collection.
In operation, one or more keywords and LCID are sent to the appropriate search engine. The search engine uses the LCID as an index into the appropriate logical collection table to identify the business object(s) to be searched (as identified by their respective BOID). The search engine then performs the requested search. The operations performed depend on the type of search to be performed, which in turn depends on the search index to be employed.
In the case of a global search, the search engine uses a global search index, which returns all results that satisfy the given search. These results are then filtered using the business object identifier (the BOID, as specified by the given LCID) and record number (from the reference identified by the keyword) to choose records that satisfy the search. Thus, given the requisite keyword(s) and LCID, the search engine uses the LCID to identify the business object(s), and the keyword(s) to identify the record(s), from which results are to be provided to the user. The user thus receives the desired results, via the user interface, only from the business object(s) in the logical collection.
In the case of an individual search, the search engine uses the individual indices for the business object(s) identified by the selected logical collection. Using the LCID which identifies the selected logical collection, the business object(s) identified by the BOID(s) of the logical collection are searched using the given keywords. This identifies one or more references into each of the business objects identified by the logical collection. Each of these references refers to a record in its respective business object(s), allowing retrieval of this information to satisfy the given search. Thus, when using individual search indices, the LCID and keyword(s) combination allows for the identification of the requisite business object(s) and record(s) therein.
It should be noted that, while the present depiction is certainly within the scope of the present invention, the data abstraction layer provided by virtual business component 1035 does not require such a one-to-one correspondence. Multiple business objects can thus be used to represent a single data source, and conversely, multiple data sources can be represented by a single business object. In the manner previously discussed, data sources 1045(1)-(N) can be any number and type of sources of data, metadata, databases and other such sources of data.
As can be seen in
In one embodiment, recording the disposition of a selection includes recording a source request for reference data associated with the selection, recording a length of time that the selection was displayed to the user, and recording a data item representing whether the user made a second selection after the current selection. Recording search characteristics associated with the search for which the result was generated can include, for example, recording search keywords. Recording the selection from the search result can also include recording metadata associated with the first selection. Such metadata can include items such as a record type associated with the selection, a unique record identifier associated with the selection, and a business component associated the selection, for example. Thus, display population module updates local topic map 1096 to reflect user responses to result data.
As in
User profile 1007 further includes knowledge base item records 1027a-n. Each of knowledge base item records 1027a-n is a data structure documenting representing a data item, such as service request solution, stored in a database. In one embodiment, each of knowledge base item records 1027a-n includes a keywords field 1037a-n, identifying terms associated with the data item or for which the data item associated with the knowledge base item record 1027a-n is an appropriate response. Keywords are, in some embodiments, also referred to as “tags.” Each of knowledge base item records 1027a-n includes a search category field 1047a-n, identifying search parameters, such as a search type (e.g., sales request, warranty request, repair, upgrade, etc.), collection limitations, or other characteristics associated with a local topic map query for which the data item associated with the selected one of knowledge base item records 1027a-n is a potential match. Each of knowledge base item records 1027a-n includes a search object field 1057a-n, identifying query parameters, such as a text string associated with a particular input field in a user interface or other search characteristics associated with a query for which the knowledge base item 1027a-n may be applicable as a potential match. Each of knowledge base item records 1027a-n includes a record identifier field 1067a-n, identifying a record or data item associated with knowledge base item record 1027a-n. An SRSI is such a record identifier. Each of knowledge base item records 1027a-n includes a count field 1077a-n, identifying the number of times the knowledge base item 1027a-n has been accessed by the user. Each of user responses 1027a-n includes a timestamp field 1087a-n, identifying the time of the most recent access or accesses for the record for which the response associated with the selected one of knowledge base item records 1027a-n. Additional fields (not shown) can be included in user profile 1007 and used to capture additional data, discussed below with respect to
Order of display priority 1008 further includes criteria 1028a-n. Each of criteria 1028a-n is a data structure documenting the impact of a particular characteristic on the relevance ranking of a search result displaying the characteristic. In one embodiment, each of criteria 1028a-n includes a basis field 1038a-n, identifying the impact of a particular characteristic on the relevance ranking of a search result exhibiting that characteristic. In one embodiment of the present invention, in which rankings are an ordered list with no numerical scoring, basis fields 1038a-n contain instructions to promote or demote a particular result on the basis of having a characteristic matching the selected one of criteria 1028a-n. In another embodiment of the present invention, in which rankings are numerical scores, basis fields 1038a-n contain instructions to perform a mathematical operation (e.g., adding or subtracting points or multiplying or dividing an existing score) on a score associated a particular result on the basis of having a characteristic matching the selected one of criteria 1028a-n. Alternative embodiments, each tailored to the ranking methodology used by a particular search and retrieval system, are also within the scope of the present invention.
Each of criteria 1028a-n includes a search category field 1048a-n, identifying search parameters, such as a search type, collection limitations, or other search characteristics for identifying a search result with which the response indicated in the basis from among basis fields 1038a-n is associated. Each of criteria 1028a-n includes a search object field 1058a-n, identifying search parameters, such as a search string or other search characteristics identifying a search result with which the response indicated in the basis from among basis fields 1038a-n is associated. Each of criteria 1028a-n includes a record identifier field 1068a-n, identifying a record with which the response indicated in the basis from among basis fields 1038a-n is associated. Each of criteria 1028a-n includes a count field 1078a-n, identifying the number of times that the criterion 1027a-n has been employed. Each of user responses 1028a-n includes a timestamp field 1088a-n, identifying the time of the most recent employment of the criteria 1027a-n. Where appropriate to the criteria 1027a-n under consideration, one or more of search category field 1048a-n, search object field 1058a-n and record identifier field 1068a-n may list a null value.
Communication toolbar 1332 enables an agent to communicate via multiple types of communication channels, such as e-mail, telephone, facsimile, text chat and wireless messaging. Communication toolbar 1332 enables an agent to navigate between sessions representing multiple users. Screen tabs 1325 enable an agent to navigate among various types of application data.
Text communication window 1385 supports communication between a customer and an agent through text-based messaging. Text communication window 1385 also supports monitoring of communication between a customer and an automated response application, through text-based messaging, such as SMS, which can include transmission of messages containing a markup language such as HTML, for example. Entry of information into text communication window 1385, in some embodiments, operates as a partial entry of a service request that triggers a query to a local topic map.
A customer information pane 1362 provides information mined from a session profile, which is determined to be relevant to a customer interaction, such as a username 1371, which may contain any identifier used to communicate with a customer, such as a customer's name, username or handle. An area 1373 broadly represents a product or service type of interest to the customer on the basis of the customer's indication of interest in a request for support or on the basis of data previously stored in relation to the customer and available in the session profile. A subarea 1374 allows for a more narrow definition of the product or service type of interest to the customer on the basis of the customer's indication of interest in a request for support or on the basis of data previously stored in relation to the customer and available in the session profile. A product display field 1375 defines the specific offering of interest to the customer on the basis of the customer's indication of interest in a request for support or on the basis of data previously stored in relation to the customer and available in the session profile. A summary field 1376 provides a brief description of the problem that the customer is trying to solve. KB visited field 1377 indicates the portions of a knowledge base that an automated response server has selected as a potential source for an answer, typically before communicating with a live agent. A knowledge base is, as used in this invention, a body of information, such as a database that contains source material provided in response to a query. Entry of information into any of area 1373, subarea 1374, product display field 1375 or summary field 1376, in some embodiments, operates as a partial entry of a service request that triggers a query to a local topic map.
An action pulldown menu 1367 enables an agent to quickly access actions that may be relevant to the customer's situation, such as preparation of a service request, or access files and standard responses that can be sent over the text communication window 1378. A text entry box 1372 allows the agent to enter text for transmission to a customer.
A session window 1378 displays a record of transmissions between an agent and a customer. In the session window 1378, highlighted text 1379 can be selected with a mouse, for a cut-and-paste operation or a search operation. A toolbar 1395 allows for the placement of buttons, such as smart search button 1364, actuation of which causes the execution of a search in which the search string transmitted is the highlighted text 1379 selected by a user. Alternatively, a search entry box 1369 can be used to request a search, and a reject button 1335 can be used to indicate an unacceptable search result has been opened as displayed reference 1368.
When a search or a query to a local topic map is performed, a reference list 1366 is populated with the results of the search or potential matches to the partial entry of information, and an agent can select a reference to be shown in a window as displayed reference 1368. Similarly, selection of some potential matches causes immediate population of some of area 1373, subarea 1374, product display field 1375 or summary field 1376 and text communication window 1378 in some embodiments. Agent interface 1365 records such selections for inclusion in a user profile. While the exemplary embodiment shown in
Bus 1412 allows data communication between central processor 1414 and system memory 1416, which may include both read only memory (ROM) or flash memory (neither shown), and random access memory (RAM) (not shown), as previously noted. The RAM is generally the main memory into which the operating system and application programs are loaded. The ROM or flash memory may contain, among other code, the Basic Input-Output system (BIOS) which controls basic hardware operation such as the interaction with peripheral components. Applications resident with computer system 1410 are generally stored on and accessed via a computer-readable storage medium, such as a hard disk drive (e.g., fixed disk 1444), an optical drive (e.g., CD-ROM drive 1440), floppy disk unit 1436 or other such storage medium.
Storage interface 1434, as with the other storage interfaces of computer system 1410, may connect to a standard computer-readable storage medium for storage and/or retrieval of information, such as a fixed disk drive 1444. Fixed disk drive 1444 may be a part of computer system 1410 or may be separate and accessed through other interface systems. Many other devices can be connected such as a mouse 1446 connected to bus 1412 via serial port 1428, a modem 1447 connected to bus 1412 via serial port 1430 and a network interface 1448 connected directly to bus 1412. Modem 1447 may provide a direct connection to a remote server via a telephone link or to the Internet via an internet service provider (ISP). Network interface 1448 may provide a direct connection to a remote server via a direct network link to the Internet via a POP (point of presence). Network interface 1448 may provide such connection using wireless techniques, including digital cellular telephone connection, Cellular Digital Packet Data (CDPD) connection, digital satellite data connection or the like.
Many other devices or subsystems (not shown) may be connected in a similar manner (e.g., bar code readers, document scanners, digital cameras and so on). Conversely, it is not necessary for all of the devices shown in
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The present invention is well adapted to attain the advantages mentioned as well as others inherent therein. While the present invention has been depicted, described, and is defined by reference to particular embodiments of the invention, such references do not imply a limitation on the invention, and no such limitation is to be inferred. The invention is capable of considerable modification, alteration, and equivalents in form and function, as will occur to those ordinarily skilled in the pertinent arts. The depicted and described embodiments are examples only, and are not exhaustive of the scope of the invention.
As noted, the foregoing detailed description has set forth various embodiments of the present invention via the use of block diagrams, flowcharts, and examples. It will be understood by those within the art that each block diagram component, flowchart step, operation and/or component illustrated by the use of examples can be implemented, individually and/or collectively, by a wide range of hardware, software, firmware, or any combination thereof.
The above description is intended to be illustrative of the invention and should not be taken to be limiting. Other embodiments within the scope of the claimed invention are possible. Those skilled in the art will readily implement the steps necessary to provide the structures and the methods disclosed herein, and will understand that the process parameters and sequence of steps are given by way of example only and can be varied to achieve the desired structure as well as modifications that are within the scope of the invention. Variations and modifications of the embodiments disclosed herein can be made based on the description set forth herein, without departing from the scope of the claimed invention. Consequently, the invention is intended to be limited only by the scope of the appended claims, giving full cognizance to equivalents in all respects.
Although the invention has been described in connection with several embodiments, the invention is not intended to be limited to the specific forms set forth herein. On the contrary, it is intended to cover such alternatives, modifications, and equivalents as can be reasonably included within the scope of the invention as defined by the appended claims.
This application is related to the following U.S. Patent Applications filed concurrently herewith, all of which are incorporated by reference herein in their entirety and for all purposes: U.S. patent application Ser. No. 12/696,528, filed on Jan. 29, 2010, Attorney Docket No. OIC0323US, entitled “Forking of Search Requests and Routing to Multiple Engines Through KM Server,” and naming Hari Krishna Gutlapalli, Ashish Joshi and Hema Bharadwaj as inventors;U.S. patent application Ser. No. 12/696,526, filed on Jan. 29, 2010, Attorney Docket No. OIC0326US, entitled “Subsequent Search Results,” and naming Hari Krishna Gutlapalli, Hema Bharadwaj and Suhas Rohit Mehta as inventors; andU.S. patent application Ser. No. 12/696,605, filed on Jan. 29, 2010, Attorney Docket No. OIC0339US, entitled “Collapsible Search Results,” and naming Hari Krishna Gutlapalli, Hema Bharadwaj and Suhas Rohit Mehta as inventors.