System and method for automated responses to information needs on websites
Systems and methods are provided to automatically respond to questions on websites. An electronic communication comprising words is received over a network. In some embodiments, the electronic communication could comprise a message posted by a user on a social networking website. The words of the electronic communication are matched to words in prior search queries, where the prior search queries are associated with online content. A reply is then returned in response to the electronic communication. The reply comprises a representation of the online content, for example, a URL linking to the online content.
1. A method comprising:
retrieving, by a computing device, from a social networking website, an electronic communication comprising words, the electronic communication being one of a plurality of electronic communications on the social networking website, the plurality of electronic communications including electronic communications comprising content relating to an information need and electronic communications comprising content relating to no information need;
determining, by the computing device via the one or more rules, if the electronic communication comprises content relating to an explicit information need, the content relating to an explicit information need being content determined to contain an explicit question;
determining, by the computing device via the one or more rules, if the electronic communication comprises content relating to an implicit information need, the content relating to an implicit information need being content determined to potentially relate to an information need, but to not contain an explicit question, wherein the content relating to an information need includes the content relating to an explicit information need and the content relating to an implicit information need;
when the electronic communication comprises content relating to an information need, matching, by the computing device, the words of the electronic communication to words in prior search queries that have been previously stored, where the prior search queries are associated with online content, and to a content index using inherent properties of the online content, the inherent properties of the online content including at least one of: a title, a keyword, and a key phrase; and
when the electronic communication comprises content relating to an information need, returning, by the computing device, to the social networking website, a reply to the electronic communication based on the matching, the reply comprising a link to the online content.
2. The method of claim 1 additionally comprising:
verifying that the electronic communication does not comprise content to be filtered out.
3. The method of claim 2 wherein it is verified that the electronic communication does not comprise content to be filtered out by applying a set of rules to the words of the electronic communication.
4. The method of claim 2 additionally comprising:
determining that the electronic communication comprises content potentially relating to an information need.
5. The method of claim 4 wherein the content potentially relating to an information need of a user comprises an explicit question.
6. The method of claim 4 wherein the content potentially relating to an information need comprises content that suggests the electronic communication is seeking information relating to a topic.
7. The method of claim 4 wherein it is determined that the electronic communication comprises content potentially relating to an information need by inputting the words of the electronic communication to a trained classifier.
8. The method of claim 1 wherein the electronic communication is a message posted by a user on the social networking website.
9. The method of claim 8 wherein the reply is returned to the user via the social networking website.
10. The method of claim 1 wherein the words of the electronic communication are additionally matched to predefined rules associated with the online content.
11. The method of claim 1 additionally comprising:
receiving, over a network, feedback from a user relating to the reply.
12. The method of claim 1 additionally comprising:
storing, using the computing device, the online content on computer-readable media operatively connected to the computing device, wherein the link in the reply to the electronic communication is a link to the online content on the computer-readable media.
13. The method of claim 1 additionally comprising:
displaying the online content to a user, wherein the online content comprises a plurality of online content items; and
receiving a selection of one of the plurality of online content items from the user, wherein the reply to the electronic communication comprises a representation of the one of the plurality of online content items.
14. The method of claim 1 , wherein the retrieving from the social networking website of the electronic communication is via an application programming interface (API) for the social networking website.
15. The method of claim 1 , wherein the determining further comprises:
wherein the content relating to an information need includes the content relating to an explicit information need and the content relating to an implicit information need.
16. A non-transitory computer readable storage medium embodying instructions, the instructions causing a data processing system to perform a method, the method comprising:
retrieving, by a computing device, from a social networking website, an electronic communication comprising words, the electronic communication being one of a plurality of electronic communications on the social networking website, the plurality of electronic communications including electronic communications comprising content relating to an information need and electronic communications comprising content relating to no information need;
determining, by the computing device via the one or more rules, if the electronic communication comprises content relating to an explicit information need, the content relating to an explicit information need being content determined to contain an explicit question;
determining, by the computing device via the one or more rules, if the electronic communication comprises content relating to an implicit information need, the content relating to an implicit information need being content determined to potentially relate to an information need, but to not contain an explicit question, wherein the content relating to an information need includes the content relating to an explicit information need and the content relating to an implicit information need;
when the electronic communication comprises content relating to an information need, matching, by the computing device, the words of the electronic communication
to words in prior search queries that have been previously stored, where the prior search queries are associated with online content, and
to a content index using inherent properties of the online content, the inherent properties of the online content including at least one of: a title, a keyword, and a key phrase; and
when the electronic communication comprises content relating to an information need, returning, by the computing device, to the social networking website, a reply to the electronic communication based on the matching, the reply comprising a link to the online content.
17. A computer system comprising:
one or more processors; and
a non-transitory memory storing computer-executable instructions executable by the one or more processors, the instructions causing the computer system to:
retrieve, from a social networking website, an electronic communication comprising words, the electronic communication being one of a plurality of electronic communications on the social networking website, the plurality of electronic communications including electronic communications comprising content relating to an information need and electronic communications comprising content relating to no information need;
determine via the one or more rules, if the electronic communication comprises content relating to an explicit information need, the content relating to an explicit information need being content determined to contain an explicit question;
determine via the one or more rules, if the electronic communication comprises content relating to an implicit information need, the content relating to an implicit information need being content determined to potentially relate to an information need, but to not contain an explicit question, wherein the content relating to an information need includes the content relating to an explicit information need and the content relating to an implicit information need;
when the electronic communication comprises content relating to an information need, match, the words of the electronic communication
to words in prior search queries that have been previously stored, where the prior search queries are associated with online content, and
to a content index using inherent properties of the online content, the inherent properties of the online content including at least one of: a title, a keyword, and a key phrase; and
when the electronic communication comprises content relating to an information need, return, to the social networking website, a reply to the electronic communication based on the matching, the reply comprising a link to the online content.