Karen B Scher

US Patent:

6782391, Aug 24, 2004

Filed:

Oct 1, 1999

Appl. No.:

09/410994

Inventors:

Karen M. Scher - Cranford NJ

Assignee:

NCR Corporation - Dayton OH

International Classification:

G06F 700

US Classification:

707102, 706 45, 706 50

Abstract:

Disclosed is a method for improving the quality of Metadata and information resident on an Internet self-service resource such as a knowledge base (KB). The present invention assists in reducing and/or negating the time customer service agents spent to publish their responses to customer inquiries in a KB. An Intelligent Knowledge Base Content Categorizer (IKBCC) accomplishes both these goals by automatically, intelligently, and consistently evaluating the contents of customer service agent (CSA) responses to customer requests. It proactively determines the value of adding a response to the existing database, and methodically produces Metadata to describe each new KB entry. The IKBCC uses an algorithm that factors in variables (such as KB data, CSA information, administrative parameters, etc. ), to evaluate whether a KB entry already exists or should be added. It then determines the nature of the Metadata to describe the added entries.