Method and system for improving content searching in a question and answer customer support system by using a crowd-machine learning hybrid predictive model

Method and system for improving content searching in a question and answer customer support system by using a crowd-machine learning hybrid predictive model

A method and system improves content searching in a question and answer customer support system by using a crowd-machine learning hybrid predictive model, according to one embodiment. The question and answer customer support system determines which customer support content to provide to users by usi...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Guidry, Jonathan, Cannon, Matthew, Indyk, Benjamin, Podgorny, Igor A, Ma, Irene F
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A method and system improves content searching in a question and answer customer support system by using a crowd-machine learning hybrid predictive model, according to one embodiment. The question and answer customer support system determines which customer support content to provide to users by using the hybrid predictive model, according to one embodiment. The question and answer customer support system receives a search query from a user and applies the search query (or a representation of the search query) to the hybrid predictive model, according to one embodiment. The hybrid predictive model generates a likelihood that particular customer support content is relevant to a user's search query, according to one embodiment. The question and answer customer support system acquires user feedback from users and updates/trains the hybrid predictive model based on the user feedback, according to one embodiment.