Method and apparatus for managing natural language queries of customers

Patent metadata

Field	Value
Publication number	US-2017169101-A1
Application number	US-201615377038-A
Country	US
Kind code	A1
Filing date	Dec 13, 2016
Priority date	Dec 15, 2015
Publication date	Jun 15, 2017
Grant date	—

Abstract

A computer-implemented method and an apparatus manage natural language queries of customers. A natural language query provided by a customer on an enterprise interaction channel is received. The natural language query is analyzed to determine if an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a multi-level framework of natural language models. An answer to the natural language query is provided to the customer on the enterprise interaction channel if such an answer in available in the plurality of QA domains. If an answer is not available, then an appropriate response is provided to the customer to assist the customer.

First claim

1 . A computer-implemented method, comprising:
receiving, by a processor, a natural language query provided by a customer on an enterprise interaction channel; determining, by the processor, when a question-answer (QA) domain is relevant to the natural language query, the relevancy of the QA domain determined from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a top-level natural language model associated with a multi-level framework of natural language models, wherein each QA domain is associated with one or more sub-domains and each sub-domain from among the one or more sub-domains is associated with at least one respective lower-level natural language model; for the QA domain determined to be relevant to the natural language query, identifying, by the processor, at least one sub-domain comprising one or more questions substantially similar to the natural language query, the at least one sub-domain identified by analyzing questions associated with the each sub-domain of the QA domain in relation to the natural language query, the questions analyzed using the at least one respective lower-level natural language model; determining, by the processor, when at least one question from among the one or more questions is associated with a query matching metric of greater than a predefined threshold value; and effecting, by the processor, a provisioning of a response to the customer on the enterprise interaction channel when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value.

2 . The method of claim 1 , further comprising:
effecting provisioning of at least one answer as the response to the customer when the at least one question is associated with the query matching metric of greater than the predefined threshold value, the at least one answer corresponding to the at least one question.

3 . The method of claim 1 , further comprising:
effecting provisioning of a link to an enterprise webpage as the response to the customer query when it is determined that there is no QA domain among the plurality of QA domains that is relevant to the natural language query.

4 . The method of claim 1 , further comprising:
effecting provisioning of an offer for agent assistance as the response to the customer query when it is determined that there is no QA domain among the plurality of QA domains that is relevant to the natural language query.

5 . The method of claim 4 , further comprising:
facilitating, by the processor, an interaction between the customer and an agent subsequent to receiving an acceptance of the offer for agent assistance from the customer.

6 . The method of claim 5 , wherein the agent is any of an automated agent, a smart virtual assistant, and a human agent.

7 . The method of claim 5 , further comprising:
effecting, by the processor, a provisioning of a request to the customer to provide a rating for the agent subsequent to the customer's interaction with the agent.

8 . The method of claim 4 , further comprising:
effecting, by the processor, a provisioning of a message indicative of an unavailability of an answer to the natural language query when an acceptance of the offer for agent assistance is not received from the customer.

9 . The method of claim 1 , further comprising:
effecting provisioning of a follow-up question when no question from among the one or more questions is associated with a query matching metric of greater than the predefined threshold value, the follow-up question configured to seek clarification on the natural language query from the customer.

10 . The method of claim 9 , further comprising:
receiving, by the processor, a reply from the customer as a response to the follow-up question; and repeating, by the processor, the steps of:
determining a relevant QA domain from among the plurality of QA domains;
identifying a sub-domain from the relevant QA domain comprising one or more questions substantially similar to the natural language query;
determining when at least one question from among the one or more questions is associated with a query matching metric of greater than the predefined threshold value; and
effecting a provisioning of a response to the customer.

11 . The method of claim 1 , wherein the provisioning of the response is effected based on one or more predefined business rules.

12 . An apparatus, comprising:
at least one processor; and a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to:
receive a natural language query provided by a customer on an enterprise interaction channel;
determine when a question-answer (QA) domain is relevant to the natural language query, the relevancy of the QA domain determined from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a top-level natural language model associated with a multi-level framework of natural language models, wherein each QA domain is associated with one or more sub-domains and each sub-domain from among the one or more sub-domains is associated with at least one respective lower-level natural language model;
for the QA domain determined to be relevant to the natural language query, identify at least one sub-domain comprising one or more questions substantially similar to the natural language query, the at least one sub-domain identified by analyzing questions associated with the each sub-domain of the QA domain in relation to the natural language query, the questions analyzed using the at least one respective lower level natural language model;
determine when at least one question from among the one or more questions is associated with a query matching metric of greater than a predefined threshold value; and
effect a provisioning of a response to the customer on the enterprise interaction channel when a determination is made that the at least one question from among the one or more questions is associated with the query matching metric of greater than the predefined threshold value.

13 . The apparatus of claim 12 , wherein the apparatus is further caused to:
effect provisioning of at least one answer as the response to the customer when the at least one question is associated with the query matching metric of greater than the predefined threshold value, the at least one answer corresponding to the at least one question.

14 . The apparatus of claim 12 , wherein the apparatus is further caused to:
effect provisioning of a link to an enterprise webpage as the response to the customer when it is determined that there is no QA domain from among the plurality of QA domains that is relevant to the natural language query.

15 . The apparatus of claim 12 , wherein the apparatus is further caused to:
effect provisioning of an offer for agent assistance as the response to the customer when it is determined that there is no QA domain from among the plurality of QA domains that is relevant to the natural language query; and facilitate an interaction with an agent subsequent to receiving an acceptance of the offer for agent assistance from the customer.

16 . The apparatus of claim 15 , wherein the apparatus is further caused to:
effect a provisioning of a message indicative of an unavailability of an answer to the natural language query when an acceptance of the offer for agent assistance is not received from the customer.

Assignees

• 24/7 Customer Inc

Inventors

• Walia Anmol
• Zuverink David J

Classifications

• G06Q30/016

  After-sales · CPC title

• G06F16/3344

  using natural language analysis · CPC title

• G06F16/3329 Primary

  Natural language query formulation · CPC title

• G06F17/30654 Primary

  Physics · mapped topic

• G06F17/30684

  Physics · mapped topic