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

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.