Intelligent multimedia e-catalog
An intelligent product catalog system provides for electronic creation, management and viewing of product information using a multimedia display system. A central database repository stores the product information and provides for an unlimited number of product attributes and dynamic reconfiguration of the product information. The central database repository comprises a metadata system, a scheme system and an object model system. A plurality of applications access the central database repository, the applications being automatically adaptive to the dynamic reconfiguration of the product information. A user interface provides display, sorting and filtering of the product information including the unlimited number of product attributes.
1 . A computer implemented conversation-based customer support system comprising:
an application server configured to execute a conversational interface;
the conversation interface configured to provide dynamic computer based conversational support in response to an input by transmitting at least one of values as a dynamic slot type event to a compute service computing system via an application programming interface (API);
the compute service computing system configured to respond to the receipt of the dynamic slot type event by reconfiguring the gateway with a dynamic slot value corresponding to the dynamic slot type event and the input, such that the compute service computing system dynamically auto populates the application information programming interface (API) with the dynamic slot value providing product information from the intelligent product catalog system corresponding to the dynamic slot type event;
the compute service computing system configured to respond to reconfiguring the gateway by transmitting via the application programing interface (API) the dynamic slot value to the conversation builder; and
the application server configured to transmit via the conversational interface the dynamic slot value in answering the input.
2 . The conversation-based customer support system of claim 1 , further comprising:
the application server having at least one computer processor implementing a computational conversation-based customer support system via a gateway computing system by executing:
a conversation engine coupled to the conversational interface providing dynamic computer based conversational support, the conversation engine comprising: a conversation builder for building and processing conversations with a user based on intent, and a compute service computing system for performing actions in response to the processed conversations;
an intelligent product catalog system comprising configuration rules that determine valid configurations of product catalog options for product solutions, the intelligent product catalog system: (i) automatically publishes at the conversation builder different sets of inputs associated with the product catalog options, each set of published inputs associated with a different intent, and (ii) configures the compute service computing system with an application programming interface (API) to the intelligent product catalog system;
a conversation builder receiving interaction from a user deciding on a product solution, and based on matching the user interactions with a published intent, selecting and sending a published set of inputs to the user; and
for each sent input, the compute service computing system forwarding the input to the intelligent product catalog system to dynamically reconfigure product catalog options related to the input, the compute service computing system presenting to the user, the input and remaining product catalog options as values for answering the input.
3 . The conversation-based customer support system of claim 2 , further comprising:
for each answer by the user in response to a sent input, the compute service forwarding the answer to the intelligent product catalog system to dynamically reconfigure product catalog options related to the sent input.
4 . The conversation-based customer support system of claim 2 , wherein the configured interface from the compute service to the intelligent product catalog system is an application programming interface (API).
5 . The conversation-based customer support system of claim 2 , wherein the conversation builder executes natural language processing to parse and match synonyms to determine non-custom values associated with an input, in conjunction with forwarding the input to the intelligent product catalog system.
6 . The conversation-based customer support system of claim 2 , wherein the intelligent product catalog system automatically publishes a static list of values for at least one of the inputs, and the conversation builder sends the static list to the user with the input, in conjunction with forwarding the input to the intelligent product catalog system.
7 . The conversation-based customer support system of claim 2 , wherein if remaining product catalog options only include 1 option, the compute service communicates to the conversation builder to send a next published input of the series rather than presenting the option to the user.
8 . The conversation-based customer support system of claim 2 , further including a web application, the web application and conversation engine sharing a user identifier to enable the intelligent product catalog system to provide the product catalog options to the user in both the web application and conversation engine experience.
9 . The conversation-based customer support system of claim 2 , wherein the intelligent product catalog system uses the user identifier to dynamically reconfigure the product catalog options personalized to the user.
10 . The conversation-based customer support system of claim 2 , wherein the input values are dynamically determined without any custom reprogramming of code at the compute service or intelligent product catalog system.
11 . The conversation-based customer support system of claim 2 , wherein the intelligent product catalog system maintains context throughout the conversation with the user.
12 . The conversation-based customer support system of claim 2 wherein the configuration rules provide for presenting only valid configurations of product option for the product solution.
13 . The conversation-based customer support system of claim 1 , wherein the configuration rules provide a budget-based configuration analysis such that only the addition of product options that are within a predefined limit are presented or permitted.
14 . The conversation-based customer support system of claim 1 , wherein the budget is based upon at least one of: dimensions, weight, temperature, power consumption, air flow and cost; and
wherein the configuration rules provide for presenting or permitting only options that do not conflict with other options already selected for the product solution.
15 . The conversation-based customer support system of claim 1 , further comprising a syndication and publishing system configured to syndicate at least a portion of the product catalog options from a first catalog with at least a portion of the product options from a second catalog to create syndicated catalogs defined according to the parametric database schema.
16 . The conversation-based customer support system of claim 15 , further comprising a content translator in communication with the syndication and publishing system, the content translator configured to convert unstructured content from the first and second catalogs into structured content using the parametric database schema to create at least a portion of the product catalog options of the syndicated catalogs.
17 . The conversation-based customer support system of claim 1 , further comprising a database repository storing product information according to an object model representing the product information, the object model including parametric objects, graphic objects, document objects, configuration business rules objects and procurement rule objects; and
wherein the database uses a metadata system describing the product information, the metadata system dynamically reconfiguring user applications when new product types are added to the database.
18 . The conversation-based customer support system of claim 17 , wherein:
the configuration rules being stored according to a hierarchy by:
storing information on sub-products that a product is comprised of, including storing product part replacement information;
storing product accessories that can be added to a product;
storing rules for the product solution that incorporates product information stored in the database; or
storing rules for equivalence or substitution of products for use when building a product solution.
19 . The conversation-based customer support system of claim 1 further comprising enabling the user to answer the inputs in any order; and
wherein new configuration rules are added without reprogramming the object model.
20 . A computer implemented conversation-based customer support method comprising:
providing dynamic computer based conversational support via a conversation builder in response to an input by transmitting at least one of values as a dynamic slot type event to a compute service computing system via an application programming interface (API);
configuring the compute service computing system to respond to the receipt of the dynamic slot type event by reconfiguring the gateway with a dynamic slot value corresponding to the dynamic slot type event and the input, such that the compute service computing system dynamically auto populates the application information programming interface (API) with the dynamic slot value providing product information from the intelligent product catalog system corresponding to the dynamic slot type event;
configuring the compute service computing system to respond to reconfiguring the gateway by transmitting via the application programing interface (API) the dynamic slot value to the conversation builder; and
transmitting via the conversational interface the dynamic slot value in answering the input.
21 . A computer implemented conversation-based customer support system comprising:
means for providing dynamic computer based conversational support via a conversation builder in response to an input by transmitting at least one of values as a dynamic slot type event to a compute service computing system via an application programming interface (API);
means for configuring the compute service computing system to respond to the receipt of the dynamic slot type event by reconfiguring the gateway with a dynamic slot value corresponding to the dynamic slot type event and the input, such that the compute service computing system dynamically auto populates the application information programming interface (API) with the dynamic slot value providing product information from the intelligent product catalog system corresponding to the dynamic slot type event;
means for configuring the compute service computing system to respond to reconfiguring the gateway by transmitting via the application programing interface (API) the dynamic slot value to the conversation builder; and
means for transmitting via the conversational interface the dynamic slot value in answering the input.