Abstract: A system and method for annotating resource results obtained in a customer self service system that performs resource search and selection. The method comprising the steps of: receiving a resource response set of results obtained in response to a current user query and receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; applying an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations; and, controlling the presentation of the resource response set to the user according to the annotations, wherein the ordering and annotation function is executed interactively at the time of each user query.

Abstract: A graphical user interface for a customer self service system that performs resource search and selection.

Abstract: A customer self service system and method for performing resource search and selection.

Abstract: A graphical user interface for a customer self service system that performs resource search and selection including a system and method for controlling a display of resources resulting from a query initiated by a user of the system.

Abstract: An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection and includes a resource library having selectable resources. The method includes steps of: receiving a current user query for requesting resources; receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; mapping each user query and associated context vector to a sub-set of resources from the resource library; and, generating a response set including the sub-set of resources that are most relevant to the user's query. An adaptive indexing function implementing a supervised learning algorithm is applied for increasing the value of search results for a current user in their context and for enhancing and optimizing the performance of the resource indexing functions by increasing their relevance and specificity for mapping user queries to resources.

Abstract: A method and apparatus improve the synchronization and presentation of an exchange of messages between two or more users during an on-line Internet messaging session. This method and apparatus discriminate which messages from a sender correspond to replies from a recipient and presents these messages in an orderly, time-sequenced fashion using color schemes or separate presentation windows which improves the overall readability and efficiency of the communication. Additionally, the method and apparatus provide a level of identity security. As a user enters messages, the typing style, speech patterns, or boimetrics of all the users are monitored and will issue warnings whenever a change is detected, possibly indicating someone other then the original user is now sending messages. Alternatively, or in addition, a user may be asked a series of random questions and another user will evaluate answers provided to those questions to determine whether a user's identity is false.

Abstract: A unified framework is disclosed for representing and generating evaluation functions for a classification system. The disclosed unified framework provides evaluation functions having characteristics of both traditional or purity-based evaluation functions (class uniformity) and discrimination-based evaluation functions (discrimination power). The disclosed framework is based on a set of configurable parameters and is a function of the distance between examples. By varying the choice of parameters and the distance function, more emphasis is placed on either the class uniformity or the discrimination power of the induced example subsets. A user-configurable function is used to score each of the features based on the class uniformity and discrimination power measures and thereby select the feature having a highest score to partition the data (e.g., using a decision tree or rule-base). This process is recursively applied until all of the examples are partitioned.

Abstract: An adaptive resource indexing and lookup method and system for a customer self service system that performs resource search and selection and includes a resource library having selectable resources. The method includes steps of: receiving a current user query for requesting resources; receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; mapping each user query and associated context vector to a sub-set of resources from the resource library; and, generating a response set including the sub-set of resources that are most relevant to the user's query. In an off-line process, an adaptive indexing function is applied for increasing the value of search results for a current user in their context, the adaptive indexing function enhancing the resource indexing functions by increasing their relevance and specificity for mapping user queries to resources.

Abstract: A graphical user interface for a customer self service system that performs resource search and selection.

Abstract: A graphical user interface for a customer self service system that performs resource search and selection including a system and method for controlling a display of resources resulting from a query initiated by a user of the system.

Abstract: A system and method for annotating resource results obtained in a customer self service system that performs resource search and selection. The method comprising the steps of: receiving a resource response set of results obtained in response to a current user query and receiving a user context vector associated with the current user query, the user context vector comprising data associating an interaction state with the user; applying an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations; and, controlling the presentation of the resource response set to the user according to the annotations, wherein the ordering and annotation function is executed interactively at the time of each user query.

Abstract: A system and method for classifying user context in a customer self service system that performs resource search and selection and includes a context attribute database comprising types of user contexts and one or more context attributes associated with each user context for processing by the system, and context attribute function database comprising functions for computing values for each context attribute. The classifying system comprises a computing device for receiving a user query and a context vector comprising data associating an interaction state with the user and, processing the query and context vector against data included in the context attribute database and context attribute function database for predicting a particular user context. The classifier populates the user context vector with context parameters specifying a user interaction state for use in a subsequent resource search.

Abstract: A customer self service system and method for performing resource search and selection.

Abstract: A system and method for clustering user contexts in a customer self service system that performs resource search and selection. The customer self service system includes a context attribute database comprising types of user contexts and one or more context attributes associated with each user context for processing by the system, and context attribute function database comprising functions for computing values for each context attribute. The context clustering system receives user interaction data from among a database of user interaction records and a distance metric for associating closeness of the user interaction data and clusters the user interaction data according to the distance metric to determine new user contexts and associated attributes for use in subsequent resource searches initiated by users in the system. Improved user query definition and resource lookup results from the new determined user context attributes.