Method and apparatus for matching customer symptoms with a database of content solutions
View Patent ↗A method of forming a solution-based search query from a symptom-based search query for searching a solution-based document database is presented. A user query comprised of perceived symptom-based search terms is preprocessed to remove extraneous terms. The remaining search query is evaluated to identify symptom-based terminology. The symptom-based terminology is used to access a synonym database which matches the symptom-based search term with a solution-based search term. The solution-based search term is substituted into the original search term and the solution-based search query is entered into a search engine for identification of solution-based documents.
1. A method of using a solution-based search query formed from a symptom-based search query for searching a solution-based document database, comprising:
identifying at least one symptom-based search term within said symptom-based search query, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment;
searching within a synonym database for a match to said at least one symptom-based search term, said synonym database comprised of symptom-based terms correlating to solution-based synonyms and said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database;
replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form said solution-based search query; and
searching said solution-based document database with said solution-based search query, at least one of said solution-based documents of said solution-based document database providing corrective information for said at least one of said perceived condition and said anomalous behavior of said technical environment.
2. The method as recited in claim 1 , wherein said searching step further comprises:
comparing in said synonym database said at least one symptom-based search term to a corresponding one of said solution-based synonyms, said one of said solution-based synonyms from among a group of identified symptom attributes within said metatags.
3. The method as recited in claim 1 , further comprising the step of removing stop words from said symptom-based search query.
4. The method as recited in claim 3 , wherein said removing stop words step comprises the steps of:
parsing each word of said symptom-based search query into individual search words; and for each of said individual search words:
comparing said individual search words against a stop word database; and
deleting said individual search words from said symptom-based search query that appear in said stop word database.
5. The method as recited in claim 1 , wherein said solution-based document database is a customer service database.
6. A method of searching a document database, comprising:
entering a symptom-based search query for searching a solution-based document database, said symptom-based search query describing a perceived condition or anomalous behavior of technical equipment;
identifying at least one symptom-based search term within said symptom-based search query;
firstly, searching for a match to said at least one symptom-based search term within a synonym database comprised of symptom-based terms correlating to solution-based synonyms, said solution-based synonyms corresponding to metatags associated with solution-based documents of said solution-based document database;
replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said metatags of at least one of said solution-based documents to form a solution-based search query; and
secondly, searching said solution-based document database using said solution-based search query, at least one of said solution-based documents of said solution-based document database providing information for remedying said perceived condition or anomalous behavior of said technical equipment.
7. The method as recited in claim 6 , wherein said searching for a match step further comprises:
comparing in said synonym database said at least one symptom-based search term for a corresponding one of said solution-based synonyms, said one of said solution-based synonyms from among a group of identified symptom attributes within said metatags.
8. The method as recited in claim 7 , wherein said searching said solution-based document database step further comprises favorably weighting matches of said solution-based documents that are identified using said solution-based search query.
9. The method as recited in claim 6 , further comprising the step of removing stop words from said symptom-based search query.
10. The method as recited in claim 9 , wherein said removing stop words step comprises the steps of:
parsing each word of said symptom-based search query into individual search words; and for each of said individual search words:
comparing said individual search words against a stop word database; and
deleting said individual search words from said symptom-based search query that appear in said stop word database.
11. The method as recited in claim 6 , wherein said solution-based document database is a customer service database.
12. A method of accessing a solution-based document database having solution-based documents therein, comprising the steps of:
correspondingly associating symptom attributes to said solution-based documents in said solution-based document database, said solution-based documents providing corrective information for perceived conditions and anomalous behaviors of technical environments;
creating a synonym database comprised of solution-based synonyms which correlate said symptom attributes with at least one symptom-based search term;
entering a symptom-based search query for searching said solution-based document database, said symptom-based search query identifying at least one of a perceived condition and an anomalous behavior of a technical environment;
identifying at least one symptom-based search term within said symptom-based search query;
searching for a match to said at least one symptom-based search term within said synonym database comprised of symptom-based terms correlating to solution-based synonyms, said solution-based synonyms corresponding to metatags associated with said solution-based documents of said solution-based document database; and
replacing said at least one symptom-based search term of said symptom-based search query with at least one solution-based synonym corresponding to said Metatags of at least one of said solution-based documents to form a solution-based search query.
13. The method as recited in claim 12 wherein said correspondingly associating step comprises the steps of:
defining a group of symptom attributes which identifies symptoms that may be addressed by said solution-based document database;
identifying at least one symptom attribute for each of said solution-based documents in said solution-based database document; and
associating said at least one symptom attribute with a corresponding one of said at least one solution-based document.
14. The method as recited in claim 12 , further comprising the step of removing stop words from said symptom-based search query.
15. The method as recited in claim 14 , wherein said removing stop words step comprises the steps of:
parsing each word of said symptom-based search query into individual search words; and for each of said individual search words:
comparing said individual search words against a stop word database; and
deleting said individual search words from said symptom-based search query that appear in said stop word database.