JP2009540401A - ウェブベースのアクティブ・コンテンツの形態を作成、実行および検索するシステムおよび方法 - Google Patents
ウェブベースのアクティブ・コンテンツの形態を作成、実行および検索するシステムおよび方法 Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/80—Information retrieval; Database structures therefor; File system structures therefor of semi-structured data, e.g. markup language structured data such as SGML, XML or HTML
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
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Abstract
【解決手段】Xmlページを、段階的な指示を含んだ知識ベースから得る。xmlページは、入力を促す一連の質問および回答を指す「アクティブ・コンテンツ」として提示される。アクティブ・コンテンツとのユーザ対話は記録され、それにより結果をユーザのクリップボードへコピーして自動的に問題管理/チケッティング・システムへ転送することができるようになる。ユーザの質問した埋め込み質問を含むアクティブ・コンテンツを使用すると、一部の質問に対する回答を検索クエリから推論することができ、ひいては、ユーザがそれらの質問に回答する必要性が軽減される。
【選択図】図1
Description
・id−固有の数値的な識別子
・name−質問または端点に関するテキストの名前ラベル
・type−質問を示す”test”、あるいは診断の端点を示す”state”のいずれか
・action−出されている質問にユーザが回答するのを助けるウェブページの任意的なURL、または端点の場合は問題解決のurl
・text−詳細な質問の場合における、詳細な質問
・name_label−質問テキストを手短に表示するのに、グラフ閲覧GUIで使用されるラベル。text=””の場合、ラベルは、質問の全体であると想定される。
・comment−作成者によって出される、任意的なテキストのコメント。実行には影響を及ぼさない。
source−このエッジが回答のうちの1つを表す対象である質問のノードid
target−このエッジによって記述された回答を所与として、今しがた出された質問に続く質問のノードid
label−ノードid=sourceである質問に対するテキストの回答
網羅的であることまたは実施形態を開示された厳密な形に限定することを意図するものではない。上述の教示に照らして、多様な変更ならびに変形が可能である。
Claims (20)
- コンピュータ実装されたシステムであって、テキストベースの文書が、サポート知識リポジトリにて一組の構造化された指示またはユーザ情報のクエリとして扱われ、前記システムが、
レンダリングされたテキストベースの知識文書を通してユーザと対話し出された質問に対する回答を収集して前記ユーザへ追加の情報を提供する問題判別エンジンを含む、システム。 - 前記レンダリングされたテキストベースの文書が、アクティブ・コンテンツを含む、請求項1に記載のシステム。
- 前記アクティブ・コンテンツが、xmlを含む、請求項2に記載のシステム。
- オーサリング・システムをさらに含み、前記オーサリング・システムが、前記アクティブ・コンテンツを作成する、請求項2に記載のシステム。
- 前記アクティブ・コンテンツが、その一部が前記ユーザからの情報を求めることのある一連の手順のステップ群として解釈される、請求項4に記載のシステム。
- 実行プログラムをさらに含み、前記アクティブ・コンテンツとのユーザ対話に応えて、前記実行プログラムが、出された質問および提供された情報の履歴のコンテンツを取り込み、前記コンテンツをシステムまたはアプリケーションのクリップボードへコピーするか、または前記コンテンツをシステムまたはアプリケーションのクリップボードへコピーするという選択肢を前記ユーザへ提供する、請求項2に記載のシステム。
- 実行プログラムをさらに含み、前記アクティブ・コンテンツとのユーザ対話に応えて、前記実行プログラムが、出された質問および提供された情報の履歴のコンテンツを取り込み、前記コンテンツを問題チケッティング・システムへコピーする、請求項2に記載のシステム。
- 製品またはシステムのサポート環境において使用される標準テキスト文書およびアクティブ文書の集まりを検索する方法であって、前記方法が、1つ以上のテキストベースの文書にアクティブ・コンテンツを含むようにレンダリングすることを含む、方法。
- 前記アクティブ・コンテンツが、xmlを含む、請求項8に記載の方法。
- 前記文書中の、質問に対する回答を特定することをさらに含む、請求項8に記載の方法。
- 前記回答が、ユーザの検索クエリに応じて特定される、請求項10に記載の方法。
- 前記回答が、問題判別エンジンへ提供される、請求項11に記載の方法。
- 前記エンジンが、前記回答を前記ユーザへ提示する、請求項12に記載の方法。
- 前記エンジンが、前記検索クエリにより、回答されるべきものと誤って想定された質問に対する回答を変更する機能を前記ユーザへ提供する、請求項13に記載の方法。
- クエリ結果の順位が、問題記述または検索クエリが前記質問に暗黙的に回答している度合いに基づいて上昇する、請求項11に記載の検索方法。
- 文書をレンダリングするためのプログラムであって、該プログラムがコンピュータに、
知識リポジトリの中のテキストベースの文書を一組の構造化された指示またはユーザ情報のクエリとしてレンダリングする機能、を実行させるプログラム。 - テキスト文書をアクティブ・コンテンツとしてレンダリングするオーサリング機能をさらに含む、請求項16に記載のプログラム。
- レンダリングされたテキストベースの知識文書をユーザに順を追って説明し出された質問に対する回答を収集して適切な追加の情報を提供する問題判別機能をさらに含む、請求項16に記載のプログラム。
- 前記アクティブ・コンテンツが、xmlを含む、請求項17に記載のプログラム。
- コンピュータ実装された1つ以上のテキストベースの知識文書を含み、前記1つ以上のテキストベースの知識文書がxmlを含む、知識文書に基づいたシステム。
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Application Number | Priority Date | Filing Date | Title |
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US11/421,847 | 2006-06-02 | ||
US11/421,847 US20070292833A1 (en) | 2006-06-02 | 2006-06-02 | System and Method for Creating, Executing and Searching through a form of Active Web-Based Content |
PCT/US2007/070161 WO2007143516A2 (en) | 2006-06-02 | 2007-05-31 | System and method for creating, executing and searching through a form of active web-based content |
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JP2009540401A true JP2009540401A (ja) | 2009-11-19 |
JP5254960B2 JP5254960B2 (ja) | 2013-08-07 |
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JP2009513465A Active JP5254960B2 (ja) | 2006-06-02 | 2007-05-31 | ウェブベースのアクティブ・コンテンツの形態を作成、実行および検索するシステムおよび方法 |
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US (2) | US20070292833A1 (ja) |
EP (1) | EP2027530A4 (ja) |
JP (1) | JP5254960B2 (ja) |
CN (1) | CN101454749A (ja) |
TW (1) | TW200813805A (ja) |
WO (1) | WO2007143516A2 (ja) |
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EP2027530A4 (en) | 2012-05-16 |
WO2007143516A2 (en) | 2007-12-13 |
JP5254960B2 (ja) | 2013-08-07 |
US20070292833A1 (en) | 2007-12-20 |
TW200813805A (en) | 2008-03-16 |
US20080213740A1 (en) | 2008-09-04 |
WO2007143516A3 (en) | 2008-08-14 |
CN101454749A (zh) | 2009-06-10 |
EP2027530A2 (en) | 2009-02-25 |
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