WO2004038611A3 - Solution search - Google Patents

Solution search Download PDF

Info

Publication number
WO2004038611A3
WO2004038611A3 PCT/IB2003/005533 IB0305533W WO2004038611A3 WO 2004038611 A3 WO2004038611 A3 WO 2004038611A3 IB 0305533 W IB0305533 W IB 0305533W WO 2004038611 A3 WO2004038611 A3 WO 2004038611A3
Authority
WO
WIPO (PCT)
Prior art keywords
user
solutions
search request
refinement criteria
data store
Prior art date
Application number
PCT/IB2003/005533
Other languages
French (fr)
Other versions
WO2004038611A2 (en
Inventor
Yuh-Cherng Wu
Huiling Gong
Christopher Ronnewinkel
Yijeng Liu
Matthias Kaiser
Original Assignee
Sap Ag
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Sap Ag filed Critical Sap Ag
Priority to EP03775633A priority Critical patent/EP1556791A2/en
Priority to AU2003283653A priority patent/AU2003283653A1/en
Publication of WO2004038611A2 publication Critical patent/WO2004038611A2/en
Publication of WO2004038611A3 publication Critical patent/WO2004038611A3/en

Links

Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation; Time management
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33Querying
    • G06F16/332Query formulation
    • G06F16/3322Query formulation using system suggestions
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90Details of database functions independent of the retrieved data types
    • G06F16/95Retrieval from the web
    • G06F16/951Indexing; Web crawling techniques
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90Details of database functions independent of the retrieved data types
    • G06F16/95Retrieval from the web
    • G06F16/954Navigation, e.g. using categorised browsing

Abstract

Various implementations for solution searching are provided. One implementation provides for solution searching during a session with a user. The user creates a search request for one or more solutions. A data store provides one or more refinement criteria that are displayed to the user. The refinement criteria are associated with the search request. The user then selects one or more of the refinement criteria. In response, the data store provides one or more solutions that are displayed to the user, the solutions being associated with the search request and the selected refinement criteria. The user selects one or more of the solutions. The search request, the selected refinement criteria, and the selected solutions for the session are then stored in the data store.
PCT/IB2003/005533 2002-10-25 2003-10-24 Solution search WO2004038611A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP03775633A EP1556791A2 (en) 2002-10-25 2003-10-24 Solution search
AU2003283653A AU2003283653A1 (en) 2002-10-25 2003-10-24 Solution search

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US42165002P 2002-10-25 2002-10-25
US60/421,650 2002-10-25
US10/365,671 2003-02-12
US10/365,671 US20040083213A1 (en) 2002-10-25 2003-02-12 Solution search

Publications (2)

Publication Number Publication Date
WO2004038611A2 WO2004038611A2 (en) 2004-05-06
WO2004038611A3 true WO2004038611A3 (en) 2004-07-22

Family

ID=32109924

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2003/005533 WO2004038611A2 (en) 2002-10-25 2003-10-24 Solution search

Country Status (4)

Country Link
US (1) US20040083213A1 (en)
EP (1) EP1556791A2 (en)
AU (1) AU2003283653A1 (en)
WO (1) WO2004038611A2 (en)

Families Citing this family (35)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7752266B2 (en) 2001-10-11 2010-07-06 Ebay Inc. System and method to facilitate translation of communications between entities over a network
US7096218B2 (en) * 2002-01-14 2006-08-22 International Business Machines Corporation Search refinement graphical user interface
US8078505B2 (en) 2002-06-10 2011-12-13 Ebay Inc. Method and system for automatically updating a seller application utilized in a network-based transaction facility
US20040138988A1 (en) * 2002-12-20 2004-07-15 Bart Munro Method to facilitate a search of a database utilizing multiple search criteria
US7475059B2 (en) * 2003-02-13 2009-01-06 Sap Ag Adapting business objects for searches and searching adapted business objects
US8447775B2 (en) * 2003-06-13 2013-05-21 Microsoft Corporation Database query user interface to assist in efficient and accurate query construction
US20050114304A1 (en) * 2003-10-30 2005-05-26 White Larry W. Solution network excursion module
US7890526B1 (en) * 2003-12-30 2011-02-15 Microsoft Corporation Incremental query refinement
US9189568B2 (en) 2004-04-23 2015-11-17 Ebay Inc. Method and system to display and search in a language independent manner
US7310625B2 (en) * 2004-08-12 2007-12-18 Sap Aktiengesellschaft Knowledge network generation
US20060036562A1 (en) * 2004-08-12 2006-02-16 Yuh-Cherng Wu Knowledge elicitation
US7444315B2 (en) * 2004-08-12 2008-10-28 Sap Aktiengesellschaft Virtual community generation
US20060129531A1 (en) * 2004-12-09 2006-06-15 International Business Machines Corporation Method and system for suggesting search engine keywords
US9135304B2 (en) * 2005-12-02 2015-09-15 Salesforce.Com, Inc. Methods and systems for optimizing text searches over structured data in a multi-tenant environment
US8027969B2 (en) 2005-12-29 2011-09-27 Sap Ag Efficient calculation of sets of distinct results in an information retrieval service
US9160850B2 (en) * 2006-04-07 2015-10-13 Oracle Otc Subsidiary Llc Method and system for informing customer service agent of details of user's interaction with voice-based knowledge retrieval system
US7979411B2 (en) * 2006-05-22 2011-07-12 Microsoft Corporation Relating people finding results by social distance
US9929881B2 (en) 2006-08-01 2018-03-27 Troppus Software Corporation Network-based platform for providing customer technical support
US10025604B2 (en) * 2006-08-04 2018-07-17 Troppus Software L.L.C. System and method for providing network-based technical support to an end user
US20080046407A1 (en) * 2006-08-16 2008-02-21 Microsoft Corporation Application search interface
US8639782B2 (en) 2006-08-23 2014-01-28 Ebay, Inc. Method and system for sharing metadata between interfaces
WO2008083345A2 (en) 2006-12-30 2008-07-10 Peak8 Partners, Llc Technical support agent and technical support service delivery platform
US9214001B2 (en) * 2007-02-13 2015-12-15 Aspect Software Inc. Automatic contact center agent assistant
US20090012833A1 (en) * 2007-07-02 2009-01-08 Cisco Technology, Inc. Search engine for most helpful employees
US8744903B2 (en) * 2008-04-29 2014-06-03 Sap Ag Event resolution
US20090287655A1 (en) * 2008-05-13 2009-11-19 Bennett James D Image search engine employing user suitability feedback
US8676760B2 (en) * 2008-08-05 2014-03-18 International Business Machines Corporation Maintaining data integrity in data servers across data centers
US20140156539A1 (en) * 2012-08-17 2014-06-05 CrowdCare Corporation Device Profile-Based Rule Making for Customer Care
US10417649B2 (en) * 2012-09-28 2019-09-17 Oracle International Corporation Business process global searching
US10026059B2 (en) * 2013-03-04 2018-07-17 Avaya Inc. Systems and methods for managing reporting data on a hosted on-demand reporting system
US9449079B2 (en) * 2013-06-28 2016-09-20 Yandex Europe Ag Method of and system for displaying a plurality of user-selectable refinements to a search query
US9542259B1 (en) * 2013-12-23 2017-01-10 Jpmorgan Chase Bank, N.A. Automated incident resolution system and method
US10192179B1 (en) * 2014-04-30 2019-01-29 Amazon Technologies, Inc. Session transfer in a customer service environment
US10447622B2 (en) * 2015-05-07 2019-10-15 At&T Intellectual Property I, L.P. Identifying trending issues in organizational messaging
US10489411B1 (en) * 2016-01-06 2019-11-26 Christian Nicolas Ahmann Information entry and retrieval system

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5924090A (en) * 1997-05-01 1999-07-13 Northern Light Technology Llc Method and apparatus for searching a database of records
WO2001042880A2 (en) * 1999-12-10 2001-06-14 Amazon.Com, Inc. Search query refinement using related search phrases
WO2001067225A2 (en) * 2000-03-06 2001-09-13 Kanisa Inc. A system and method for providing an intelligent multi-step dialog with a user
US20020107842A1 (en) * 2001-02-07 2002-08-08 International Business Machines Corporation Customer self service system for resource search and selection
US6490577B1 (en) * 1999-04-01 2002-12-03 Polyvista, Inc. Search engine with user activity memory

Family Cites Families (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US107842A (en) * 1870-09-27 Improvement in carding-machine teeth
US5987474A (en) * 1995-08-04 1999-11-16 Aircraft Technical Publishers Computer aided maintenance and repair information system for equipment subject to regulatory compliance
US5446883A (en) * 1992-10-23 1995-08-29 Answer Systems, Inc. Method and system for distributed information management and document retrieval
EP0766850A4 (en) * 1994-06-22 1998-04-29 Bruce G Molloy A system and method for representing and retrieving knowledge in an adaptive cognitive network
US6098065A (en) * 1997-02-13 2000-08-01 Nortel Networks Corporation Associative search engine
US5878423A (en) * 1997-04-21 1999-03-02 Bellsouth Corporation Dynamically processing an index to create an ordered set of questions
US5895466A (en) * 1997-08-19 1999-04-20 At&T Corp Automated natural language understanding customer service system
US6438580B1 (en) * 1998-03-30 2002-08-20 Electronic Data Systems Corporation System and method for an interactive knowledgebase
US6145096A (en) * 1998-05-06 2000-11-07 Motive Communications, Inc. Method, system and computer program product for iterative distributed problem solving
US6189003B1 (en) * 1998-10-23 2001-02-13 Wynwyn.Com Inc. Online business directory with predefined search template for facilitating the matching of buyers to qualified sellers
US6377944B1 (en) * 1998-12-11 2002-04-23 Avaya Technology Corp. Web response unit including computer network based communication
US6477531B1 (en) * 1998-12-18 2002-11-05 Motive Communications, Inc. Technical support chain automation with guided self-help capability using active content
US6353446B1 (en) * 1999-01-25 2002-03-05 Network Associates, Inc. Method and system for integrated network management applications
US6269361B1 (en) * 1999-05-28 2001-07-31 Goto.Com System and method for influencing a position on a search result list generated by a computer network search engine
US7139999B2 (en) * 1999-08-31 2006-11-21 Accenture Llp Development architecture framework
US20020059395A1 (en) * 2000-07-19 2002-05-16 Shih-Ping Liou User interface for online product configuration and exploration
US6920448B2 (en) * 2001-05-09 2005-07-19 Agilent Technologies, Inc. Domain specific knowledge-based metasearch system and methods of using
US6782383B2 (en) * 2001-06-18 2004-08-24 Siebel Systems, Inc. System and method to implement a persistent and dismissible search center frame
US20030174159A1 (en) * 2002-03-26 2003-09-18 Mats Nordahl Device, a method and a computer program product for providing support to a user
US7945567B2 (en) * 2003-03-17 2011-05-17 Hewlett-Packard Development Company, L.P. Storing and/or retrieving a document within a knowledge base or document repository

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5924090A (en) * 1997-05-01 1999-07-13 Northern Light Technology Llc Method and apparatus for searching a database of records
US6490577B1 (en) * 1999-04-01 2002-12-03 Polyvista, Inc. Search engine with user activity memory
WO2001042880A2 (en) * 1999-12-10 2001-06-14 Amazon.Com, Inc. Search query refinement using related search phrases
WO2001067225A2 (en) * 2000-03-06 2001-09-13 Kanisa Inc. A system and method for providing an intelligent multi-step dialog with a user
US20020107842A1 (en) * 2001-02-07 2002-08-08 International Business Machines Corporation Customer self service system for resource search and selection

Also Published As

Publication number Publication date
WO2004038611A2 (en) 2004-05-06
US20040083213A1 (en) 2004-04-29
EP1556791A2 (en) 2005-07-27
AU2003283653A1 (en) 2004-05-13

Similar Documents

Publication Publication Date Title
WO2004038611A3 (en) Solution search
WO2007005120A3 (en) Searching for content using voice search queries
JP2005525755A5 (en)
WO2005065359A3 (en) Lateral search
WO2001075676A3 (en) Soliciting information based on a computer user's context
WO2006019639A3 (en) Using emoticons, such as for wireless devices
JP2003514331A5 (en)
WO2006039502A3 (en) Index processing
WO2008045981A3 (en) Virtual network of real-world entities
WO2004038608A3 (en) Navigation tool for exploring a knowledge base
WO2001033418A3 (en) Timedependent hyperlink system in videocontent
WO2006045530A3 (en) An apparatus and a method of providing information to a user
WO2006062868A3 (en) Systems and methods for managing and using multiple concept networks for assisted search processing
WO2006125183A3 (en) Mobile device address book builder
SG154439A1 (en) Searching and naming items based on metadata
EP1653733A3 (en) Program selection
WO2007030817A3 (en) System of generating user interface charts
GB0415793D0 (en) Method and apparatus for clinical trials
ATE488955T1 (en) DYNAMIC SYSTEM FOR INTERACTIVE CONTENT
WO2004049098A3 (en) Searching within a contact center portal
AU2003243220A1 (en) Search and presentation engine
EP1147795A3 (en) Video game device, character relationship level display method, and readable storage medium storing character relationship level display program
WO2005116586A3 (en) Method for modifying navigation information
EP1600863A3 (en) Retrieving, transferring and presenting resource items based on a resource item list
EP1798949A3 (en) Communication terminal device

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A2

Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CO CR CU CZ DE DK DM DZ EC EE EG ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NI NO NZ OM PG PH PL PT RO RU SC SD SE SG SK SL SY TJ TM TN TR TT TZ UA UG UZ VC VN YU ZA ZM ZW

AL Designated countries for regional patents

Kind code of ref document: A2

Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZM ZW AM AZ BY KG KZ MD RU TJ TM AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IT LU MC NL PT RO SE SI SK TR BF BJ CF CG CI CM GA GN GQ GW ML MR NE SN TD TG

121 Ep: the epo has been informed by wipo that ep was designated in this application
WWE Wipo information: entry into national phase

Ref document number: 2003775633

Country of ref document: EP

WWP Wipo information: published in national office

Ref document number: 2003775633

Country of ref document: EP

NENP Non-entry into the national phase

Ref country code: JP

WWW Wipo information: withdrawn in national office

Country of ref document: JP