Web-based customer service interface

Abstract

A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

1 - 10 . (canceled)  
   
   
       11 . A method for processing a web-based query, comprising: 
 transmitting a web page to a client for display, the web page including at least one user-interactable element for entering a natural language query and the web form including meta-data that is not associated with the natural language query's content;    receiving the natural language query and the meta-data from the client;    analyzing the natural language query and the meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and    selectively transmitting a resource page to the client for display, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.    
   
   
       12 . The method of  claim 11 , further comprising: 
 receiving a communicative action from the client; and    adapting the knowledge base in accordance with the communicative action.    
   
   
       13 . The method of  claim 11 , further comprising: 
 calculating a set of match scores, each match score of the set of match scores corresponding to one of a plurality of predefined categories and being representative of a confidence level that the natural language query is relevant to the one of the plurality of predefined categories; and    classifying the natural language query into the at least one predefined category based on a match score associated therewith.    
   
   
       14 . The method of  claim 13 , further comprising routing the natural language query to an agent if none of the match scores of the set of match scores meet a predetermined threshold level.  
   
   
       15 . The method of  claim 13 , further comprising routing the natural language query to an agent based upon an analysis of the set of match scores according to a predetermined logic.  
   
   
       16 . The method of  claim 15 , further comprising transmitting to the client a confirmation page confirming that the natural language query has been routed to the agent.  
   
   
       17 . The method of  claim 15 , further comprising updating the knowledge base according to the agent's response to the natural language query.  
   
   
       18 . The method of  claim 13 , further comprising transmitting a solution page to the client if at least one match score of the set of match scores meet a predetermined high-threshold level.  
   
   
       19 . The method of  claim 13 , further comprising transmitting a solution page to the client based upon an analysis of the set of match scores according to a predetermined logic.  
   
   
       20 . The method of  claim 11 , wherein the other data comprises one or more links to web resources.  
   
   
       21 . A computer-readable storage medium having embodied thereon a program, the program being executable by a computer to perform a method for processing a web-based query, the method comprising: 
 transmitting a web page to a client for display, the web page including at least one user-interactable element for entering a natural language query and the web form including meta-data that is not associated with the natural language query's content;    receiving the natural language query and the meta-data from the client;    analyzing the natural language query and the meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and    selectively transmitting a resource page to the client for display, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.    
   
   
       22 . A method for processing a web-based query, comprising: 
 means for transmitting a web page to a client for display, the web page including at least one user-interactable element for entering a natural language query and the web form including meta-data that is not associated with the natural language query's content;    means for receiving the natural language query and the meta-data from the client;    means for analyzing the natural language query and the meta-data to classify the natural language query into at least one predefined category using information contained within a knowledge base; and    means for selectively transmitting a resource page to the client for display, the resource page including at least one suggested response and optionally other data corresponding to the at least one predefined category.