Adaptive multi-channel answering service for knowledge management systems
View Patent ↗Embodiments of the present invention address deficiencies of the art in respect to inquiry resolution for KM systems and provide a method, system and computer program product for multi-channel answering services for inquiry resolution in a KM system. In an exemplary embodiment of the invention, a method for multi-channel answering services for inquiry resolution in a KM system can include receiving a request for interaction with an answering server of the KM system, extracting question text from the request along with question text meta-data, and deducing a context for the question text from the question text meta-data. Thereafter, the context can be analyzed to determine a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server. Finally, the answer content can be provided for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
1. A method for multi-channel answering services for inquiry resolution in a knowledge management (KM) system, the method comprising:
receiving a request for interaction with an answering server of the KM system;
extracting question text from the request along with question text meta-data;
deducing a context for the question text from the question text meta-data;
determining from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server; and,
providing answer content for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
2. The method of claim 1 , further comprising:
receiving an additional request for interaction with the answering server;
extracting answer content from the request along with answer content meta-data;
deducing a context for the answer content from the answer meta-data;
determining from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server; and,
adding the answer content to the answering server according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
3. The method of claim 2 , wherein extracting answer content from the request along with answer content meta-data, comprises extracting a multi-part question and answer from the request along with a workflow identifier indicating to which workflow process the multi-part question and answer is to be associated.
4. The method of claim 1 , further comprising:
identifying a user community from the context; and,
providing the answer content to the users in the user community.
5. The method of claim 1 , further comprising:
identifying a user entitlement from the context; and,
limiting the providing of the answer content to the question text in accordance with the user entitlement.
6. A knowledge management (KM) data processing system comprising:
an answering server configured for communicative coupling to a plurality of question text posting users and answer content authoring users; and,
an multi-channel answering service adapter comprising program code enabled to parse question text packaged with question text meta-data to deduce a context for the question text from the question text meta-data, to determine from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for providing answer content to the question text, and to provide the answer content to the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
7. The system of claim 6 , wherein the program code is further enabled to parse answer content packaged with answer content meta-data to deduce a context for the answer content from the answer content meta-data, to determine from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for adding the answer content to the answering server, and to add the answer content to the answering server according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
8. The system of claim 7 , wherein the preferred channel of communication comprises a set of channels comprising each of chat, co-browsing, telephony, e-mail, self-service and agent assist.
9. The system of claim 7 , wherein the preferred mode of interaction comprises a set of modes comprising each of Web, e-mail, short messaging service (SMS), multimedia messaging service (MMS), kiosk, handheld device, interactive voice response (IVR), video and audio.
10. The system of claim 7 , wherein the preferred delivery format comprises a set of formats comprising each of a Web page, text-to-speech, chat and e-mail.
11. The system of claim 6 , wherein the preferred channel of communication comprises a set of channels comprising each of chat, co-browsing, telephony, e-mail, self-service and agent assist.
12. The system of claim 6 , wherein the preferred mode of interaction comprises a set of modes comprising each of Web, e-mail, short messaging service (SMS), multimedia messaging service (MMS), kiosk, handheld device, interactive voice response (IVR), video and audio.
13. The system of claim 6 , wherein the preferred delivery format comprises a set of formats comprising each of a Web page, text-to-speech, chat and e-mail.
14. The system of claim 6 , wherein the question text meta-data comprises each of an entitlement for a requesting user, a source of the question text, a template for presenting the answer content to the requesting user, and a destination for sending the answer content to the requesting user.
15. A computer program product comprising a computer usable medium embodying computer usable program code for multi-channel answering services for inquiry resolution in a knowledge management (KM) system, the computer program product comprising:
computer usable program code for receiving a request for interaction with an answering server of the KM system;
computer usable program code for extracting question text from the request along with question text meta-data;
computer usable program code for deducing a context for the question text from the question text meta-data;
computer usable program code for determining from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server; and,
computer usable program code for providing answer content for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
16. The computer program product of claim 15 , further comprising:
computer usable program code for receiving an additional request for interaction with the answering server;
computer usable program code for extracting answer content from the request along with answer text meta-data;
computer usable program code for deducing a context for the answer content from the answer content meta-data;
computer usable program code for determining from the context a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server; and,
computer usable program code for adding the answer content to the answering server according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.
17. The computer program product of claim 16 , wherein extracting answer content from the request along with answer content meta-data, comprises extracting a multi-part question and answer from the request along with a workflow identifier from the answer content meta-data for indicating to which workflow process the multi-part question and answer is to be associated.
18. The computer program product of claim 15 , further comprising:
computer usable program code for identifying a user community from the context; and,
computer usable program code for providing the answer content to the users in the user community.
19. The computer program product of claim 15 , further comprising:
computer usable program code for identifying a user entitlement from the context; and,
computer usable program code for limiting the providing of the answer content in accordance with the user entitlement.