公开(公告)号：WO2001080081A3

公开(公告)日：2001-10-25

申请号：PCT/US2001/011066

申请日：2001-04-05

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Douglas, K. ,  MYER, Michael, A.

IPC: G06F17/30

Abstract: An information retrieval system allows a user to navigate through a plurality of informational items for a desired informational items, and upon selection of an information item, presents other informational items related to the selected informational item. The information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session. When a navigation from one informational item to another information item is detected, the relationship type and the relationship strength of the two informational items are determined and stored in the database. During a subsequent selection of an informational item, any related informational items related to the selected informational item are sorted based on the respective relationship types and relationship strengths, and are provided in a sorted list from which the user can select.

公开(公告)号：WO2004019169A3

公开(公告)日：2004-03-04

申请号：PCT/US2003/026239

申请日：2003-08-22

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Douglas, K. ,  RICHTER, James, Neal ,  BANERJEE, Bikramjit

IPC: G06F17/30

Abstract: A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization (Figure 1). The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted (Figure 3). Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.

公开(公告)号：US20040010489A1

公开(公告)日：2004-01-15

申请号：US10194330

申请日：2002-07-12

Applicant: RightNow Technologies, Inc.

Inventor： Rodger Sheldon Rio

IPC: G06F017/30 ,  G06F007/00

CPC classification number: G06F16/9535 ,  G06F16/284

Abstract: A method and article for providing search-specific page sets and query-results listings is provided. The method and article provides end-users with customized, search-specific pages upon which to initiate a query. A method is also provided for defining the custom search page and the custom results page without the need for line-by-line computer coding. The present invention provides product and service information to end-users in an initiative format.

Abstract translation: 提供了一种用于提供搜索特定页面集和查询结果列表的方法和文章。 该方法和文章为最终用户提供了定制的，特定于搜索的页面，用于启动查询。 还提供了一种用于定义自定义搜索页面和自定义结果页面的方法，而不需要逐行计算机编码。 本发明以主动格式向最终用户提供产品和服务信息。

公开(公告)号：US20030225730A1

公开(公告)日：2003-12-04

申请号：US10162092

申请日：2002-06-03

Applicant: RightNow Technologies, Inc.

Inventor： Doug Warner ,  Mike Myer ,  Tom Abshire

IPC: G06F007/00

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections on an automated phone system or other response system to present the most frequently used items earlier in the option list, or otherwise order options and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques. Prioritization of options provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

Abstract translation: 描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。 本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择集成，以在选项列表中提前最频繁地使用的项目，或以其他方式订购选项和信息。 呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。 基于文本相似性或其他技术，可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统。 选项的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。

公开(公告)号：WO2003102822A1

公开(公告)日：2003-12-11

申请号：PCT/US2003/017239

申请日：2003-06-02

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

Abstract translation: 描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。 本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择[306]集成，以便在选项列表[308]中提供最常用的项目，或以其他方式订购选项[314]和 信息。 呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。 可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统，基于文本相似性或其他技术[310]。 选项[316]的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。

公开(公告)号：WO2003032190A1

公开(公告)日：2003-04-17

申请号：PCT/US2002/032412

申请日：2002-10-09

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Douglas, K. ,  RICHTER, James, Neal ,  DURBIN, Stephen, D. ,  GIANFORTE, Greg

IPC: G06F17/20

CPC classification number: G06F17/271 ,  G06F17/2785 ,  G06Q10/107

Abstract: A system, method, and computer program product for determining the emotional content of an electronic correspondence (308) to route or prioritize the information (105), to set the expectations of a customer support worker (115, 120, 125, 130), to flag those workers who are using inappropriate language with the customer, or determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected (224). The message is then given an emotional ranking (224) which is used to determine what future action is most appropriate for the correspondence.

Abstract translation: 一种用于确定用于路由或优先化信息（105）的电子通信（308）的情感内容的系统，方法和计算机程序产品，以设置客户支持工作者（115,120,125,130）的期望， 将与客户使用不当语言的工作人员进行标记，或者确定发送信件的另一个最佳方法。 在优选实施例中，客户通过电子邮件向公司发送电子通信。 检测到每个句子中充满情感的单词或符号（224）。 然后，该消息被给予情绪排序（224），其用于确定将来的行动最适合于对应。

公开(公告)号：EP1512088B1

公开(公告)日：2010-09-22

申请号：EP03741840.7

申请日：2003-06-02

Applicant: RightNow Technologies, Inc.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30 ,  H04M1/64 ,  H04M11/00 ,  H04M3/493

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

公开(公告)号：EP1512088A1

公开(公告)日：2005-03-09

申请号：EP03741840.7

申请日：2003-06-02

Applicant: Rightnow Technologies, Inc.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30 ,  H04M1/64 ,  H04M11/00

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.