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AUTOMATED SELF-SERVICE USER SUPPORT BASED ON ONTOLOGY ANALYSIS
AUTOMATED SELF-SERVICE USER SUPPORT BASED ON ONTOLOGY ANALYSIS
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机译:基于本体分析的自动自助用户支持
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摘要
A method for providing information to a user in response to a received user query. A natural language analysis generates substrings relevant to an input user query pertaining to a problem a user experiences with a product or service. An ontology analysis outputs: terms ontology matching the relevant generated substrings; and relationships between the terms. Elements of a perfect or complete query are captured and include information pertaining to the user's problem. The input user query is refined based on the outputted terms and relationships between the terms. A search query is performed, based on the refined user query. The results of the search are provided to the user.
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