International Business Machines Corporation v. Airbnb, Inc.

Filing 1

COMPLAINT FOR PATENT INFRINGEMENT - filed with Jury Demand against Airbnb, Inc. - Magistrate Consent Notice to Pltf. ( Filing fee $ 400, receipt number 0311-2875017.) - filed by International Business Machines Corporation. (Attachments: #1 Exhibit A, #2 Exhibit B, #3 Exhibit C, #4 Exhibit D, #5 Civil Cover Sheet)(mal)

Exhibit B

USOO6778193B2

(12) United States Patent

(10) Patent No.:
US 6,778,193 B2
Aug. 17, 2004
(45) Date of Patent:

Biebesheimer et al.

(54) CUSTOMER SELF SERVICE ICONIC

(List continued on next page.)

INTERFACE FOR PORTAL ENTRY AND
SEARCH SPECIFICATION

OTHER PUBLICATIONS

Mladenic, D, “Text-learning and related intelligent agents:
a Survey', IEEE Intelligent Systems, IEEE, Vol. 14, No. 4,
Jul. 1999, pp. 44-54, XP-002205012.
Göker, A., “Capturing Information Need by Learning User
Context', 16th International Joint Conferent in Artificial
Intelligence: Learning About User Workshop, Jul. 31, 1999,
pp. 21–27, XP-002205013.

(75) Inventors: Debra L. Biebesheimer, Carmel, NY
(US); Donn P. Jasura, Staatsburg, NY
(US); Neal M. Keller, Somers, NY
(US); Daniel A. Oblinger, New York,
NY (US); Mark E. Podlaseck, New
Preston, CT (US); Stephen J. Rolando,
Katonah, NY (US)

(List continued on next page.)
Primary Examiner Steven Sax
(74) Attorney, Agent, or Firm-Scully, Scott, Murphy &

(73) Assignee: International Business Machines
Corporation, Armonk, NY (US)
(*) Notice: Subject to any disclaimer, the term of this
patent is extended or adjusted under 35
U.S.C. 154(b) by 625 days.

Presser; Daniel P. Morris, Esq.

(57)
ABSTRACT
Agraphical user interface for a customer Self Service System
that performs resource Search and Selection. The interface
comprises an entry field enabling entry of a query for a
resource and Selection of one or more user context icons,
each representing a context associated with the current user
Situation, and having context attributes associated therewith;
a first Visual WorkSpace is provided for visualizing and
exploring the Set of resources that the customer Self Service

(21) Appl. No.: 09/778,136
(22) Filed:

Feb. 7, 2001

(65)

Prior Publication Data
US 2002/0149614A1 Oct. 17, 2002
7

System has determined to match the user's query, the System

(51) Int. Cl." ................................................ G06F 15/00

RNA a degree of fit of the

in E.

(52) U.S. Cl. ........................................ 345/805; 345/854

the Guery, based on the user's COInteXt, asSociated resource

(58) Field of Search ................................. 345/853–855,

Selection parameters and associated relevant resource evalu

11, 47, 45

context attribute values and further relevant resource evalu

345/711, 802, 803, 804, 805, 799, 800,
801, 795-797, 738, 734–737, 771-773,
811, 815–818; 707/1, 10, 11, 5,3; 706/60,

ation criteria utilized by a Search mechanism in the System;
and, a Second Visual WorkSpace including detail specifica
tion workSpace for enabling user to Select and modify user

6/1991 Webber et al.

ation criteria; and a mechanism for enabling the user to
continuously navigate among the first and Second visual
WorkSpaces to enable increased specificity and accuracy of
query's Search parameters and resource evaluation criteria
and thereby identify and improve Selection logic and
response Sets fitted to a query. The graphical user interface
permits user interactivity for querying a customer Self Ser
Vice System and enhancing response Set results for a variety
of Self Service domains including education, real estate and

5,446,891 A

8/1995 Kaplan et al.

travel.

5,524,187 A

6/1996 Feiner et al.

5,546,516 A

8/1996 Austel et al.

(56)

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*Y.

m-m-Y

17 Claims, 9 Drawing Sheets
-------mm-mm

s- -w-

------ a--ar-----

3398

o: catch.-33Sb TE

RANKED

CREA 4: THING

RESOURCES
SELECT?

-----

332

33S

G%, CRTEAis RISK

as Attal, our 3 330
or CAITERIA 1: COST 342-RESOURCE
EIGHT
E

RANKE

AE,

SRAPE RESOURCES

DEA

NAME:
F

PESCEEARISPLAY

XXXXXX XXXXXXXXXXX
8XXXXXXXXXXXX
COST: $xxxixx
TING: CONDITIONS: xxxx xxxxxx
TERNSS xxx xxxx
DESCRIPTION: xxxxx xxxxxx xxxxxxx

^ E.

MORE

3.

R" ... is
35
SEE

PES

PRENEW
Exi?tE -

XXXXXXXXXXXXXXXXXXXXXXXXXXX

is:
r
-

3-D. At SPECIFICAIC:NDESAIL SCIFICERs
-

SEETENEXT - 136

i

US 6,778,193 B2
Page 2

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6.256,633 B1

Billsus, D., et al., “A learning agent for wireleSS news

ss
access,” Proceedings of IUI 2000: International Conference

* cited by examiner

U.S. Patent

Aug. 17, 2004

Sheet 2 of 9

US 6,778,193 B2

FIG 2
CONTEXT

SELECTION
WORKSPACE

DETAI

SPECIFICATION
WORKSPACE

RESULTS

DISPLAY
WORKSPACE

U.S. Patent

Aug. 17, 2004

Sheet 3 of 9

US 6,778,193 B2

FIG. 3
EDUCATION

EDUCATION

REAL

(EX: ENVIRONMENT) 60 FX: SUBJEC yO

USER QUERY

LEARNOTUS NOESATBECOMEA INUX

HOME

USER CONTEXT

COAPEXEC AT HO
REMOTE STAFFIE
COMMUTING TECHIE

80

JOR BY AUGUST

IN JUNE

REMOTE STAFFIE
COMUTING TECHIE
TRAVELING CONSULTANT TRAVELING CONSULTANT
62
72
CONTEXT ATTRIBUTE CONNECTIVITY
CONNECTIVITY
LEARNING MODES)
LEARNING MODES)
TECHNICAL FIELD
TECHNICAL FIED

9.

RELOCATING BUSINESS SINGLE MOM WIKIDS

PROFESSIONAL
EMPTY NESTER

SWINGING SINGLES :
BUSINESS TRAVELER

COLLEGE STUDENT
92

MODE OF COMUTE TO MODE OF

WOAKISCHOOL

TRANSPORTATION

MODE OF HOUSING

MOLE OF HOUSING

NAINTENANCE STYLE
SECURITY

DIALUP

FOOD STYLE
83

CAREFREE LIYING

GRAPHICAL INTERFACES SUBCONTRACT IT ALL
PROGRAMMING
DO-It-YOURSELF-ER

DSL

DISCONNECTED

.

7.

CORPEXEC AT HO

ATTRIBUTE WAVE LAN CONNECTED

90

FINDHOISING NEANy TPLAN A TRIPTOVERNT

DEVELOPER BY JUNE

6

iAYE

FSATE

FLY

TRAIN

SYSTEMS INTEGRATION

84

VALUE RESOURCE

PARAMETERS

INCLUDE: OCNOADS

INCLUDE WALLS

PLAY RESOURCES

INCLUDE PAINT

- - - --- - - - a -- - - -

34

INCE A MAJOR

CARRIERS

INCLUDE LAWN MOWING | ----------------

EXCLUDE: ON LINE
COLLABORATIVE
RESOURCES

----------------- EXCLUCE PROPPLANES
EXCLUDEPUBING EXCLUDEBA) SAFETY
EXCLUDEELECTRICAL RECORDS
EXCLUDE ANDSCAPING

COST

COST

ES

RESOURCE

SELECTION CRITERIA TIME
S VALUES
OUALITY

95

COST

TIME
QUALITY
SS

TIME
CUALITY

RISK

RISK

TIME
QUALITY
RISK

RISK
96

U.S. Patent

Aug. 17, 2004

Sheet 4 of 9

US 6,778,193 B2

1. 13

| SELECT USER CONTEXT.
132

A A A. A

lus, CONTEXT ICON
RECOMMENDED

ENTER OVERY HERE:

USER CONTEXT ICON
GOOD POSSIBILITY

USER CONTEXT ICON

ANOTHER POSSIBILITY

USER CONTEX ICON
ALL AVAILABLE

34

135
SEARCH
-(-l

-------------------------

|
|

U.S. Patent

Aug. 17, 2004

Sheet 6 of 9

US 6,778,193 B2

U.S. Patent

Aug. 17, 2004

Sheet 9 of 9

US 6,778,193 B2

US 6,778,193 B2
1

2
Movable Viewing Operation Regions”; U.S. Pat. No. 5,918,
217 entitled “User Interface for a Financial Advisory Sys

CUSTOMER SELF SERVICE CONC
INTERFACE FOR PORTAL ENTRY AND
SEARCH SPECIFICATION

tem”; U.S. Pat. No. 5,930,501 entitled “Pictorial User Inter

face for Establishing Time of Day and Geographical or
Environmental Context on a Computer Display or Other

BACKGROUND OF THE INVENTION

Monitor'.

U.S. Pat. No. 5,303,361 describes a text search and

1. Field of the Invention

This invention relates generally to the field of customer
Self Service Systems for resource Search and Selection, and
more specifically, to a novel graphical user interface for Such
a System.
2. Discussion of the Prior Art

Currently there exist many Systems designed to perform
Search and retrieval functions. These Systems may be clas
sified variously as knowledge management Systems, infor
mation portals, Search engines, data miners, etc. Providing
effective customer Self Service Systems for resource Search
and Selection presents Several Significant challenges. The
first challenge for current Systems with query capability is
that Serving queries intelligently requires a large amount of
user Supplied contextual information, while at the same time
the user has limited time, patience, ability and interest to
provide it. The Second challenge is that Searching without

sufficient context results in a very inefficient search (both
user time and System resource intensive) with frequently
disappointing results (overwhelming amount of information,
high percentage of irrelevant information). The third chal

15

U.S. Pat. No. 5,768,578 describes an information retrieval

25

lenge is that much of a user's actual use and Satisfaction with
search results differ from that defined at the start of the

U.S. Pat. No. 5,841,437 describes an information visual
ization System that uses dynamic queries in combination
with movable viewing operation regions for Searching of

Graphical user interfaces (GUIs) provide ways for users
35

and moved on the Screen. The Selection of icons often takes

the place of typing in a command using a keyboard in order
to initiate a program. In general, icons are tiny on-Screen
Symbols that Simplify functions like the access to a program,
command, or data file. Icons are usually activated or Selected
by moving a mouse-controlled cursor onto the icon and
pressing the mouse button.
GUIs for customer self service systems for resource
Search and Selection have the potential to enable users to
efficiently enter large amounts of contextual information.
The prior art has addressed a 1:1 correspondence between a
limited range of contextual variables and icons. A major
limitation of these approaches is that they fail to address the
full range of relevant user contextual variables as part of the
query and require extensive time and patience on the part of

40

50

55

of the content variables.

AS will be hereinafter explained in greater detail, Some
representative prior art Search and retrieval Systems imple
menting novel user interfaces include U.S. Pat. No. 5,303,
361 entitled “Search and Retrieval System”; U.S. Pat. No.
5,608,899 entitled “Method and Apparatus for Searching a
Database by Interactively Modifying a Database Query';
U.S. Pat. No. 5,768,578 entitled “User Interface for Infor

mation Retrieval System”; U.S. Pat. No. 5,841,437 entitled
“Method and Apparatus for Interactive Database Queries via

two dimensional databases.

U.S. Pat. No. 5,918,217 describes a user interface for a

financial advisory System in which a user may interactively
explore how changes in one or more input decisions Such as
a risk tolerance, a Savings level, and a retirement age affect
one or more output values Such as a probability of achieving
a financial goal or an indication of Short-term risk. Although
it deals exclusively with financial Systems, the concept of
enabling interactive exploration of a multidimensional data
Set is described.

45

the user to make even limited contextual Selections. Another

limitation of these approaches is that they fail to provide for
a graphical method of fine tuning the context variables
relevant to the user's Search, focusing only on the fine tuning

System user interface for retrieving information from a
plurality of Sources and for Storing information Source
descriptions in a knowledge base. The user interface
includes a hypertext browser enabling a user to browse an
unstructured information Space and, a knowledge base
browser/editor for displaying a directed graph representing
a generalization taxonomy of the knowledge base, with the
nodes representing concepts and edges representing rela
tionships between concepts. The System also allows for
querying a structured information Source and using query
results to focus the hypertext browser on the most relevant
unstructured data Sources.

Search: either because the users behave contrary to their own
Specifications, or because there are other contextual issues at
play that have not been defined into the Search.
of computers and other devices to effectively communicate
with the computer. In GUIs, available applications and data
Sets are often represented by icons consisting of Small
graphical representations which can be selected by a user

retrieval System which builds an indeX representing every
word in Stored files created by a variety of applications,
Searches for requested words using the index, ranks the files
based on the relative strength of match with the search
request and displays the ranked filenames for user Selection.
U.S. Pat. No. 5,608,899 describes an apparatus for search
ing a database and modifying database queries including an
approach to Searching multidimensional data, e.g., by con
Structing a query from a Sequential process of identifying
constraints from bar, line, and pie charts.

60

U.S. Pat. No. 5,930,501 describes a system for retrieving
and displaying a pictorial user interface on a computer
display or other monitor and addresses the issue of a Single
context variable with a pictorial approach.
It would be highly desirable to provide a graphical user
interface for a customer Self Service resource Search and

Selection System that is capable of addressing multiple
context variables abstractly, using an interactive information
graphic.
Representative prior art references addressing the issue of
providing Some element of context to Search and retrieval
systems includes U.S. Pat. No. 5,794,178 entitled “Visual
ization of Information Using Graphical Representations of
Context Vector Based Relationships and Attributes”; U.S.
Pat. No. 6,014,661 entitled “System and Method for Auto
matic Analysis of Data Bases and for User-Controlled
Dynamic Querying”; U.S. Pat. No. 6,097,386 entitled “Data
Processing System Having Context Sensitive Visual Feed
back for User Interface Controls and Method Therefor”.

65

Particularly, U.S. Pat. No. 5,794,178 describes a system
and method for automatically generating context vectors
representing conceptual relationships among information
items by quantitative means for use in Storage and retrieval

US 6,778,193 B2
4
It is a further object of the present invention to provide an
intuitive graphical user interface for a customer Self Service
System, wherein the GUI provides elements to enter Search

3
of documents and other information items and for displaying
them visually to a user. A neural network operates on a
training corpus of records to develop relationship-based
context vectors based on word proximity and co-importance
using a technique of “windowed co-occurrence'. Relation
ships among context vectors are deterministic, So that a
context vector Set has one logical Solution, although it may
have a plurality of physical Solutions. No human knowledge,
knowledge base, or conceptual hierarchy, is required. Sum
mary vectors of records may be clustered to reduce Search
ing time, by forming a tree of clustered nodes. Once the
context vectors are determined, records may be retrieved
using a query interface that allows a user to Specify content

terms, Select and fine tune user context definitions.

1O

terms, Boolean terms, and/or document feedback. Thus,

context vectors are translated into visual and graphical
representations to thereby provide user visualization of
textual information and enable visual representations of
meaning So that users may apply human pattern recognition

15

text attributes associated there with; a Second Visual work

a database, which contains data records, each of which is
25

of values. It then determines one or more relational Struc

the relevance of the results to that context.

More specifically, it would be highly desirable to provide
in a customer Self Service System, an intuitive graphical user
interface that provides elements to enter Search terms, Select
and fine tune user context definitions from pull-down menus
as part of the query, establish inclusionary and exclusionary
resource filters, and Specify resource priorities by Selecting,
Sequencing and weighting relevant criteria.

35

40

enabling the user to continuously navigate among the first,
Second and third Visual WorkSpaces to enable increased
Specificity and accuracy of query's Search parameters and
resource evaluation criteria and thereby identify and
improve Selection logic and response Sets fitted to a query.
Advantageously, Such a customer Self Service System is
applicable to a variety of customer Self Service domains
including, but not limited to: education, real estate and
travel.
BRIEF DESCRIPTION OF THE DRAWINGS

45

50

55

Further features, aspects and advantages of the apparatus
and methods of the present invention will become better
understood with regard to the following description,
appended claims, and the accompanying drawings where:
FIG. 1 is a flowchart showing the steps of the control flow
between the component inventions included in the generic
preferred embodiment of the system invention.
FIG. 2 is a flowchart showing the generic proceSS Steps of
the users interaction with the customer Self Service System
through the iconic interfaces of the preferred embodiment of
the invention.

FIG. 3 provides examples of data elements from the
education, real estate and travel domains given example user
interactions with the customer Self Service System via the
60

iconic interfaces of the invention.

FIG. 4 illustrates the first Graphical User Interface 12
providing a Context Selection Workspace 13 for enabling
entry of query and context Selection according to the inven

SUMMARY OF THE INVENTION

It is an object of the present invention to provide an
intuitive graphical user interface for a customer Self Service
System enabling resource Search and Selection.

Space for visualizing and exploring the Set of resources that
the customer Self Service System has determined to match
the user's query, the System indicating a degree of fit of the
determined resources with the query, based on the user's
context, associated resource Selection parameters and asso
ciated relevant resource evaluation criteria utilized by a
Search mechanism in the System; a third visual WorkSpace
including detail Specification WorkSpace for enabling user to
Select and modify user context attribute values, and further
relevant resource evaluation criteria; and Visual means

devices.

U.S. Pat. No. 6,097,386 is directed to a data processing
System that transforms the limited user interface toolkits
currently in use in the Software development industry to
provide control interfaces which are Sensitive to a user's
operational context.
Thus, the prior art has addressed the issues of database
Searching, dynamic query formulation, and the Visual rep
resentation of multidimensional data. Newer Search engines
are just beginning to use Some of these ideas to express
queries and results. There has heretofore never been an
information Search and retrieval method providing the
means to express the relevance of the results to a particular
user in terms beyond that of the results content.
It would be highly desirable to provide in a customerself
Service System, an interface that facilitates the efficient
location of relevant resources by the busy user by enabling
the expression of a user's context as part of the query, and

According to the invention, there is provided a graphical
user interface for a customer Self Service System that per
forms resource Search and Selection. The interface com

U.S. Pat. No. 6,014,661 describes a system that utilizes
user-adjusted relevance criteria to generate a query. It is
primarily directed to a main processing System that accesses

tures of the field data using a corresponding number of
relevance measures. For each field, a preferably user
adjustable, Software-generated query device is displayed,
preferably in the order of the relevance measures of the
respective fields. The plot of one or more fields data relative
to that of another field is initially generated using the fields
in order of relevance. The relevance measure forming the
basis of the field ordering, the order of fields, and the ranges
of the plotted, displayed fields may be adjusted interactively
by the user by moving and adjusting the various query

query.

prises a first visual WorkSpace comprising entry field
enabling entry of a query for a resource and, one or more
Selectable user context icons, each representing a context
asSociated with the current user Situation, and having con

skills to document Searches.

divided into data fields. The system preferably automatically
determines the type of data in each field, as well as its range

It is yet another object of the present invention to provide
an intuitive graphical user interface for a customer Self
service system, wherein the GUI enables establishment of
inclusionary and exclusionary resource filters, and enables
the Specification of resource priorities by Selecting, Sequenc
ing and weighting relevant criteria.
The GUI described by this invention facilitates the effi
cient location of relevant resources by the user because it
enables the expression of a user's context as part of the

tion.
65

FIGS. 5(a)-5(d) illustrate in detail the second iconic

graphical user interface 22 including the Detail Specification
WorkSpace 23 according to the invention.

US 6,778,193 B2
6

S
FIG. 6 illustrates in detail the third iconic graphical user
interface 32 including the Results Display Workspace 33.

co-pending U.S. patent application Ser. No. 09/778,147
entitled CUSTOMER SELF SERVICE ICONIC INTER
FACE FOR RESOURCE SEARCH RESULTS DISPLAY
AND SELECTION the contents and disclosure of which are

DETAILED DESCRIPTION OF THE
PREFERRED EMBODIMENTS

incorporated by reference as if fully set forth herein.
Referring back to FIG. 1, there is depicted a conceptual

FIG. 1 illustrates a customer self service system

(“system”) 10 which is described in detail commonly

control flow 10 for the customerself service resource search

owned, co-pending U.S. patent application Ser. No. 09/778,

and Selection System according to a preferred embodiment.

146 entitled CUSTOMER SELF SERVICE SYSTEM FOR
RESOURCE SEARCH AND SELECTION the contents and

disclosure of which are incorporated by reference as if fully
set forth herein. The system 10 is a comprehensive self
Service System providing an end-to-end Solution that inte
grates the user and System, the content and context, and, the
Search and result So that the System may learn from each and
all users and operationally benefit all users over time. The
present invention particularly comprises a graphical user

Via the three-part intuitive graphic user interface (GUI)

users are enabled to enter queries and manipulate the SyS
tem's responses according to their resource needs. Behind
the Scenes, as will be described, is a set of Sub-System
components that cooperate to derive, assume, Sense and
infer particular user contexts with minimal user effort. These
15

Attributes Master database 14 which stores the definitions of

all the attributes known to the System and their relationships

interface (GUI) that is iconic, and enables users to enter

queries and manipulate the detailed Specifications which
drive the Selection of resources by the System.
Particularly, as shown in FIG. 1, the self service system
provides a three-part intuitive iconic interface comprising
interface components 12, 22 and 32 for Visualizing and
exploring the Set of resources that the System has found to
match the user's initial query and related Subject and context
variables. The system 10 preferably enables the expression
of a user's context as part of the query and expresses the
relevance of the results to a particular user via the interface
in terms beyond that of the results content. The resource set
is presented to the user in a way which clearly illustrates
their degree of fit with the user's most important context
variables, as indicated by their prior usage of the system, as
well as by context choices for the current query. The System
displays the resources in the Sequence Specified by the user
and enables the user to Select and weight the criteria to be
used in interpreting and Selecting between resources. This
provides a shifting of the user's focus from finding
Something, to making choices among the Set of resources
available. Via the interface components 12, 22 and 32, the
user may redefine their query, preview Some or all of the
Suggested resources or further reduce, and redisplay the
response Set to extract those with the best degree of fit with
that user's current needs. The System generates and displayS
via the interface a listing of the currently active inclusionary
and exclusionary content filters and provides a means for
modifying them. More Specifically, the intuitive user inter
face of the invention enables users to specify the variables

to predefined user contexts; 2) an Attribute Value Functions
database 16 which Stores the definitions and logic associated
with assigning a value to an attribute for Specific instances

(context default, groups of users); 3) a Resource Indexing
Functions database 18 which stores the definitions and logic
for mapping Specific resources to Specific context sets, and,

4) a historical User Interaction Records database 15 which

25

enhanced through System operations described below. First,
prior to a user Signing on to the System, and before the user
first views the iconic interface 12, the system 10 performs

Several pre-processing steps including: 1) creating of an

empty "user context vector 25 and populating the context
35

vector with minimal information from external data ele

ments 11 integrated with the System or, from System Sensing/

discovery; and, 2) processing the minimal user context
vector 25 against the Context Attributes database 14, the
Attribute Value Functions database 16, and the User Inter
40

action Records database 15 using context classification logic
to result in a “Suggestion' that this particular user may be
classified into one of a Small number of user context

45

definitions from the System's predefined long list of context
definitions. After these pre-processing Steps, the first iconic
interface 12 is then displayed for the user at the user's
terminal, or web-browser, in the case of resource Searches
conducted over a web-based communication link. The

iconic Context Selection Workspace 13 initially displays a
Small set of User Context Icons it has determined are most
50

55

appropriate, captures the user's Selection of the one that
Seems most fitting for the current user Search Session, and
captures the user's actual query. In most cases, this minimal
entry will Suffice to begin the Search because the System has
already determined the relevant attributes, default values
and parameters to drive the System forward through the user
Search without any additional entry on the user's part.
However, if the user wishes to review their defaults or to fine

60

tune Some context or resource variables, there is an option
to proceed to the iconic Detailed Specification Workspace
display 22 before Starting the Search. These two WorkSpaces
12, 22 and their iconic elements are described more fully
herein.

relevance of results in terms of user context in a manner

optimized to facilitate resource Selection using user Supplied
decision criteria. Aspects of interfaces 12, 22 and 32 shown
in FIG. 2 according to the invention are described in greater
detail herein and additionally in commonly-owned,

Stores the users’ prior queries, responses, and interactions
with the system 10. The first three databases are created
before system startup and the User Interaction Records 15 is
created with the first user/use of the System, however, it is
understood that all four databases are maintained and

of their resource needs.

FIG. 2 particularly depicts reduced-Size displays illustrat
ing the three iconic user interfaces 12, 22, 32 which com
prise the respective WorkSpaces according to the invention.
As will be described in greater detail herein, the first
graphical user interface 12 comprises an initial Context
Selection Workspace 13 that enables the expression of user
context as part of a query in a manner optimized for ease of
use; the graphical user interface 22 shown in FIG.2 provides
a Detailed Specification Workspace 23 including a visual
representation of multi-dimensional data for expressing
query and results that enables users to completely manage
their Search in a manner optimized for simplicity and clarity
of logic, and, the graphical user interface 32 is directed to a
Results Display Workspace 33 that enables expression of

components include databases Such as: 1) a Context

65

Regardless of the Screen navigation path chosen, when the
user initiates the query, the System 10 packages the user
query with a detailed User Context Vector 25 Summarizing
what is known of the user's needs at this point. Once the
Search is initiated, the query and context vector are pro

US 6,778,193 B2
7
cessed sequentially through three distinct Sub-processes: 1)
a Classifying User Contexts Sub-process 24; 2) an Adaptive
Indexing of Resource Solutions and Resource Lookup Sub
process 28; and, 3) a Response Set Ordering and Annotation
sub-process 34.
Particularly, the Classifying User Contexts sub-process
24, receives as input the user query and the raw context
vector 25 and External User Data 11, and processes these
against the User Interaction records 19 for this user/user
group, data from the Context Attributes Master 14 and
Attribute Value Functions 16. The system classifies this
Specified user interaction State and annotates the context
vector 25' with a complete Set of context parameters for use
in Subsequent processing. The Classifying User Contexts
Sub-process 24 particularly applies an inductive learning
algorithm as an attempt to predict derived contexts.
Additionally, the Classifying User Contexts sub-process 24
updates the Attribute Value Functions database 16 with more
enhanced functions. The actual processing Via Context Clas
sifier and Context Applier is described in greater detail in
commonly-owned, co-pending U.S. patent application Ser.

8
takes into consideration the Scoring metric. The Sub-process
34 additionally tags the response Set with data elements
necessary for display and manipulation on a visualization
System, including, but not limited to, the Results Display
Workspace 32 described in the co-pending U.S. patent
application Ser. No. 09/778,147, and particularly generates
as output an Annotated Resource Response Set 38. Further
details regarding the Response Set Ordering and Annotation
Sub-process 34 may be found in commonly-owned,
co-pending U.S. patent application Ser. No. 09/778,139
entitled CUSTOMERSELF SERVICE SUBSYSTEM FOR

RESPONSE SET ORDERING AND ANNOTATION, the

contents and disclosure of which are incorporated by refer
ence as if fully set forth herein.
15

No. 09/778,378 entitled CUSTOMER SELF SERVICE

about the resources Suggested (detail/preview), narrow their
results (selection) or redisplay them in a more meaningful
view for decision making (graphically). In most instances,

SUBSYSTEM FOR CLASSIFYING USER CONTEXTS

the contents and disclosure of which are incorporated by
reference as if fully set forth herein.
AS the customer Self Service System is provided with
functionality enabling a user to “bookmark' their stopping
point in a prior Session and to resume with a “work-in
process” data Set, the initial Settings may be modified based
upon System discovery or user override at the time of
inquiry, resulting in the raw contexts associated with the
user's current inquiry transaction. It is this raw context data
which Serves as input to the context classifier Sub-proceSS

25

35

No. 09/778,135 entitled CUSTOMER SELF SERVICE

40

addition to the user query, context vector and response data
Set, the System retains adjustments to user context, results
display manipulation, and results viewing and Selection
Having completed the transaction, there is one more
Sub-proceSS which is essential to this System: the Sub
process for Context Cluster Discovery and Validation 48.
This batch process, occurring asynchronously and

constantly, applies unsupervised (machine) learning to clus
ter user interaction records and to assist in the identification
45

of new user contexts, attribute value functions and resource

indexing functions. The User Interaction Records 19 are
processed against the Context Attributes Master database 14,
the Attribute Value Functions database 16 and the Resource
50

Indexing Functions database 18 and a Distance Metric 44
which helps determine “how close is close”, i.e., “what's
good enough' for a variety of factors. When validated by a
Systems administrator, additional user contexts may be

implemented (manually or Semi-automatically) in the data

55

SUBSYSTEM FOR ADAPTIVE INDEXING OF

RESOURCE SOLUTIONS AND RESOURCE LOOKUP,

the contents and disclosure of which are incorporated by
reference as if fully set forth herein.
The Response Set Ordering and Annotation Sub-proceSS
34 receives as input the User Context Vector and Resource
Response Set 35 and processes it against data from an
Annotation Scoring Metric database 46 and User Interaction
Records 19 for the particular user/group. This sub-process
34 weights and ranks the potential responses according to
the resource Selection criteria Specified by the user on the
Detailed Specification Workspace described herein, and

stored in the User Interaction Records database 15. Thus, in

behavior 51.

cific resources So as to increase the relevance of Search

results for a given user in their current context without
requiring the user to explicitly train the System. The primary
output of the Adaptive Indexing of Resource Solutions and
Resource Lookup Sub-process 28 is a newly identified
Resource Response Set 35 which is input to the Response
Set Ordering and Annotation sub-process 34. The Adaptive
Indexing of Resource Solutions and Resource Lookup Sub
proceSS 28 additionally generates a Secondary output which
comprises updates to the ReSource Indexing Functions data
base 18 with yet more enhanced functions 27". Further
details regarding the Adaptive Indexing of Resource Solu
tions and Resource Lookup Sub-process 28 may be found in
commonly-owned, co-pending U.S. patent application Ser.

that will Suffice. However, should the user wish to further

refine their query, tune or override their current or default
Settings, that option is also available by navigating back to
the Detailed Specification Workspace interface 22. If the
user needs to Start over, including Selection of a new user
context, it will be necessary to navigate back to the initial
Context Selection Workspace 13.
As the user works with the System, particularly through
the Results Display WorkSpace 32 and the Detail Specifi
cation WorkSpace 22 his/her interactions are captured and

24.

The Adaptive Indexing of Resource Solutions and
ReSource Lookup Sub-process 28 receives as input the user
query and the context vector 25' and processes them against
a Resource Library 42, the User Interaction Records for this
user/user group 19, and the Resource Indexing Functions 27.
This Sub-process particularly maps Specific contexts to Spe

AS mentioned, the ordered and annotated Set of resources

that the system has found to best match the user's initial
query and related Subject and context variables may be
utilized to drive a visualization System, including but not
limited to, the intuitive iconic interface 32 for visualizing
and exploring the response Set as will be described in greater
detail herein. This Results Display Workspace provides an
interface that enables the user to continue working to learn

60

bases and visibly as new icons on the Context Selection
Workspace 13.
Attribute functions may also be identified and resource
indexing functions may be discovered and updated in the
appropriate files automatically. All of these additional clas
sifications improve the ease of use, accuracy, and predict
ability of the System over time. Further details regarding the
Context Cluster Discovery and Validation sub-process 48
may be found in commonly-owned, co-pending U.S. patent
application Ser. No. 09/778,149 entitled CUSTOMERSELF
SERVICE SUBSYSTEM FOR CONTEXT CLUSTERDIS

65

COVERY AND VALIDATION, the contents and disclosure

of which are incorporated by reference as if fully set forth
herein.

US 6,778,193 B2
10
The customer Self-service System and the interaction with
the System through the iconic interfaces of the invention,
will be described with respect to example domains Such as

tory to this individual. Value Resource Parameters defined in
terms of inclusion and eXclusion may be used as a filter to
increase the relevance of the response Set. The inclusionary
parameters may be easier to establish by users new to the
System and that eXclusionary parameters will become more
evident as users gain experience in working with the

education, travel and real estate, and further will be

described from the point of view of the following users: a
learner, a traveler and a real estate transactor, e.g., renter/
buyer. In describing the users interaction with the System
through the iconic interfaces, a Set of data elements used in
the System and their characteristics are first defined as

response Sets.

follows:

Resource Selection
Criteria and

Value Ranges:
Query:

an entry field for entering search data by using text or
voice methods, for example, but not limited to these
methods

User Context:

15

a User Context represents a predefined set of context
attributes which are relevant to the search behavior? needs

of a group of people.

25

35

40

FIGS. 2, 4, 5(a)-5(d) and 6 depict in greater detail the
enable the use of a rich Set of assumed, Sensed, inferred, and
45

Attribute Value: A list of attribute value choices is pre
defined for each context attribute.
50

or observed behavior. This value is added to the context
55

60

Value Resource Parameters defined in terms of inclusion and exclusion

Parameters:

for example, determine how much more would the user need
to pay to get exactly what he/she wants exactly when he/she
iconic interfaces for the customer Self Service System that

asSociated with each.

vector used for resource lookup, and is retained in the
historical User Interaction Records database 15 So it may be
used to Set default values for each individual each time they
use the System.

When the actual response Set data is offered, most users
face the reality of many options, few options, more Subjec
tive information about Specific resources, and they may
make tradeoffs around the Selection logic. For example, the
response Set may be refreshed as the user may decide to
eliminate a criteria, change the weight of a criteria, or
change the acceptable value ranges for a criteria. From these
Specifications, accessible via the iconic interface of the
invention, the user may determine for example, whether
time, timing, flexibility, and risk may be Sacrificed in order
wants it.

Context Attributes Master File. New attributes are discov

The system sets a default value to each attribute based
upon data lookup, Sensed, or historically derived from prior
user entry or behavior. Either the System or the user may
modify the value initially Set based upon explicit preferences

However, via an interactive graphical display provided by
the iconic interface of the invention, the user may now
Specify acceptable value ranges and relative weighting of
each criteria for ranking their response Set and/or may

to bring the cost down below a certain dollar (S) value, and,

Context Attribute: An attribute is used to describe a
characteristic associated with the User Context.

ered and added with System administrator validation. End
users may not modify the definition of a context attribute,
nor its packaging into user contexts, nor the list of values

Thus, even with the degree of specificity enabled by the
System, and even with the constant improvement in Search
relevance/efficiency as it relates to user contexts, there
usually may be more than one resource to present to the user
(in fact, if the Search is too narrow, the user may miss the
opportunity to explore/discover different approaches to

customize the use of these criteria.

System.

There are potentially an unlimited number of attributes
defined to the System with a master list maintained in the

resource selection.

meeting their actual needs). As most users know (or think
they know) the criteria they will apply to selecting between
options, a limited Set of resource Selection criteria are
provided by the system (the set would differ by domain).

More particularly, the User Context enables the packaging
of a rich set of attributes about the user with a rich set of

attributes about their Searching and execution environment
in response to “one click” of an icon for the user presented
via the interface. While there are potentially a large number
of potential user contexts for any user population, each
individual user would likely settle on a small number that
apply to them in different circumstances. The naming of
these contexts is important So that the user may recognize
him/herself as potentially fitting into that group. The
attributes associated with a particular user context are pre
defined by system administration and cannot be modified by
the user. Over time, the system will identify changes to the
attribute Set that will make a particular user context perform
better for its repeated users. Over time the system will detect
different attribute Sets which appear to predict user needs/
behaviors and might Suggest new user contexts for the

Parameters and specifications for ranking a
user's response set to enable more informed

that may be used as a filter to increase the relevance of
the response set.

derived contexts with minimal user effort.

With initial logon, as shown in FIG. 2, the system first
presents a Set of user contexts which are available to the user
via the simplified iconic interface 12 of FIG. 2. The system
will Suggest one context over the others, but the user may
Select the one most appropriate to their current situation. In
each Session, the user Selects only one user context to use,
however over time each user may discover that a couple of
different user contexts Serve their needs in differing circum
stances. On this Screen 13 particularly, the user then enters
a query via one or more methods including text via a web
browser display interface, for example, or via Voice, for
example, with help of Voice recognition Software. It should
be understood however, that query entry is not limited to
these types of methods. The user will then initiate a lookup

and proceed either to a third process step (via most direct
path 52) for viewing a search result response set via the
Results Display WorkSpace interface 32, or, proceed to a

second step (via path 50) to optionally refine/override search

variables via the Detail Specification Workspace interface
That is, with the basic Search logic established, the user's
query may be Satisfied. However, the response Set may
contain a large number of resources which are not Satisfac

65

22.

FIG. 4 illustrates in detail the first graphical user interface
12 including the initial Context Selection Workspace 13 that

US 6,778,193 B2
11
enables the expression of user context as part of a query. AS
shown in FIG. 4, the Context Selection Workspace 13

12
query 131 and (single) Selected user context 132. As shown
in FIGS. 5(a)-5(d), the graphical user interface 22 is divided
into the following Sections: a Section for displaying the
Query Entry field 131 as entered on the prior interface screen
(FIG. 4) and available for editing; a section for displaying
navigation arrows which allow the user to proceed with the

includes: a Series of one or more Selectable User Context

Icons 132 presented to the user for Selecting user contexts,
and, a Query Entry Field 131 enabling user entry of search
terms via text or Voice entry, for example. In accordance
with the principles of the invention, the User Context Icons
132 are graphical user interface elements from which the
user Selects the one context most representative of his/her
current situation. The icons presented in this interface each
represent a packaging of Sets of attribute-value pairs which
describe a kind of user in a particular situation. Particularly,
a user context represents a predefined set of context

search 134, or return to the initial Context Selection Screen

136 via the first iconic interface to initiate a new query or
Select a different user context, and, a Detailed Specification
Workspace 23 which is where all the search parameters can
be explicitly viewed and modified. There are only two things
the user cannot change from this Screen: the user context

attributes which are relevant to the search behavior/needs of

a group of users. For example, as described herein, context
may include aspects of the user's knowledge, their relation
ship to organizations and/or communities, their user

15

fication Workspace 23 there comprises: an Attribute-Value
Workspace 231, for enabling the user to change the attribute
values for all the context attributes, represented as graphic

environment(s), and their resource need. All of these com

bine to provide a rich context Surrounding the actual query
which can Significantly improve the outcome of the Search
through resources.
The Context Selection Workspace 13 thus enables the
expression of user context as part of the query and is
optimized for ease of use. Particularly, the user Selects from
one or more of the several displayed context icons 132 by
clicking on them. A context "applier' pre-process described
in commonly-owned, co-pending U.S. patent application

Selected (which they may change only on the Context
Selection Screen) and the context attributes which are linked
to the user context (and which are predefined in the Context
Attributes Master database 14).
As shown in FIGS. 5(b)-5(d), within the Detailed Speci
elements 232, associated with the Selected user context icon

132 (FIG. 4); and, a Resource Selection Criteria Workspace
25

238, for enabling the user to define the criteria 245 to be used
in evaluating resources, define minimum and maximum
acceptable values provided on slider elements 250 corre
sponding to each criteria, Specify the weight assigned to
those criteria Via Selection boxes 242, and Specify the
positioning of those criteria in a graphical display of the

Ser. No. 09/778,378 is invoked at each session initiation for

resources selected via selection boxes 241. As will be

a user's Search transaction, using a minimal or null user data
Set to produce defaults for user context, attributes, values,
and resource parameters for the initial display of the Context
Selection Workspace 13. This pre-processing step delivers
additional benefits to the user by ensuring the use of the most
current data and functions operating in the System. After
making the initial query entry, by Selecting hyperlink 134,
the user is able to initiate the Search and proceed directly to
the third interface 32 which displays the actual search
results. Alternately, by Selecting hyperlink 135, the user may
proceed to the Second interface 22 having the Detail Speci
fication Workspace 23 for further query editing and/or

described, FIG. 3 provides sample data for the context
attribute, attribute value, value resource parameters, and
partial resource Selection criteria from different domains
which may be represented in the Detailed Specification
Workspace 23.

As shown in FIG. 5(c), with more particularity, the

35

40

context refinement.

Detailed Specification Workspace 23 additionally includes
the Value-Resource Parameter Workspace 235, for
enabling the user to change or create resource parameters
using include logic 237 or exclude logic 239 for any attribute
value 232 selected in the Attribute-Value Workspace 231.
More specifically, the Attribute-Value Workspace 231
includes graphical representations of all the context

Returning to FIG. 2, with respect to the Second Step, the

attributes 232 associated with the single (currently active)

user is able to fine tune or override context attribute values,

Selected user context 132. Each context attribute 232 is

value resource parameters, and resource Selection criteria
and Value ranges, using a drag and drop interface, iconic
pulldowns, and/or Slide buttons. The user may return to this
Screen as many times as needed to find a Suitable response
Set. Particularly, via the Second iconic interface 22, the User
Context Selected in the first Step has been made explicit by
its default Settings on all the iconic interface elements listed.
Thus, via a Detail Specification Workspace 23 the user may:

1) modify the query (via text entry or voice, for example);
2) change the value of attributes associated with the user
context (using pull down menus); alter the value resource
parameters (e.g., include/exclude) using checkboxes; 3)

displayed with a text title 233 for the attribute. The currently
45

different than the default value provided for this user
Session, a marker 253 is displayed on the corner of the
50

55

customize the Subset of responses by altering the resource
Selection criteria, including the weighting of criteria and the

ordering of criteria on the final display, (e.g., using checkbox
and/or numeric entry); and, 4) further refine the Selection by

context attribute icon. If the user “mouse clicks' on the

context attribute element, e.g., icon 232b, the System dis
plays a pull down menu 234 of graphic elements showing all
the possible attribute values for this context attribute. If the
user “mouses over any of the values from pull down menu
234, e.g., attribute value 236, a textual description 236
Supporting the element may appear. By Selecting a context
attribute element from the pull down menu 234, e.g., ele

ment 236 shown highlighted in FIG. 5(c), the user is enabled
to fine tune their Selected context based upon their current

Specifying minimum/maximum acceptable value ranges for
resource Selection criteria through drag and drop of "tabs'
on Sliders, for example. After making the necessary
adjustment, the user re-initiates the lookup and may proceed
to the third step via path 51.

60

FIGS. 5(a)-5(d) illustrate in detail aspects of the second

65

iconic graphical user interface 22 which enables the user to
define or change all the parameters associated with their

active attribute value for that context attribute is shown on

each context attribute icon. In addition, if the user has
Substituted, as described below, a context attribute value

situation. If the user “mouse clicks' on a value other than the

current default, the new value is “selected” to Substitute for
the default. If the user “double clicks' on the attribute value,

the system prepares the Value-Resource Parameter Work
space 235 for this single attribute value, as will be described.
FIG. 3 provides sample data for context attributes and
attribute values from different domains which may be rep
resented in the Attribute Value Workspace 231.

US 6,778,193 B2
14
displayed through a number of interfaces including, but not
limited to, the intuitive iconic interface 32 for visualizing
and exploring the response Set. The annotations 38 Specifi

13
In the Value-Resource Parameter WorkSpace 235, the
user may change or create resource parameters using include
logic or exclude logic for any context attribute value 232

selected in the workspace 231. Regarding FIG. 5(c), with

cally are used to inform the iconic user interface 32 (FIG. 6)

what resources to display in response to the query and how
to display them.
FIG. 6 illustrates in detail the third iconic graphical user
interface 32 described in greater detail in commonly-owned,
co-pending U.S. patent application Ser. No. 09/778,147. As
shown in FIG. 6, the graphical user interface 32 is divided
into the following Sections: a Section for displaying the
Query Entry field 131 as entered on the prior interface screen

more particularity, the Value-Resource Parameter Work
Space 235 is displayed for one attribute value at a time and
is only displayed when requested via a double click, for
example, on one of the attribute values displayed in the
attribute Value Workspace 231, e.g., attribute value 236. The
Value-Resource Parameter Workspace 235 is a pre

formatted two-column space (dialog box) where the user

may establish inclusionary resource filters via checkboxes
237 and/or exclusionary resource filters via checkboxes 239,
based upon pre-established resource characteristics 236" for
that Selected attribute value. The value resource parameter
data elements are pre-Set by the user's know context, prior
history of Selecting from resources identified by the System,
and potentially by corporate/organizational policy imple
mented through the System. By making these additional
Specifications, the user is enabled to increase the relevance
of the resource response Set based upon their current Situ
ation and personal preferences. When finished with these
Specifications, the user may double click to close this box
235 and return to the Attribute Value Workspace 231. This
Step can be repeated for as many attribute values as the user
would like to refine and may be executed either before or
after the Search is conducted. Value resource parameter data

(FIG. 4) and available for editing; a section for displaying a
navigation arrow 135 for enabling the user to proceedback

15

arrow 136 for returning to the initial Context Selection
Screen via the first iconic interface to initiate a new query or
select a different user context; and, a Results Display Work
Space 33 that enables the user to Visualize and explore the
response Set that the System has found to best match the
user's initial query and related Subject and context variables
and that enables the user to continue working to learn about

25

elements associated with context attributes for different

domains, are provided in FIG.3 as samples of data which
may be represented in this Value- Resource Parameter
Workspace 235.

Regarding FIG. 5(d), with more particularity, the
Resource Selection Criteria Workspace 238 includes a list of
criteria 245 which may be used in evaluating resources. This
list, provided by the System, is customized by domain; but
in all domains, it involves criteria including, but not limited
to issueS Such as: cost, time, timing, quality and risk asso
ciated with using a particular resource to Satisfy the user's
Specific need. The initial System default might be to use all
criteria and weight them equally. Over time, however, the
default criteria may be set by the System based upon user
context, user prior transaction history and user behavior on
prior searches. If the user wishes to further reduce the set of
criteria, they may do So by assigning a weight, for example
a percentage weight, to each criteria they want used in the
entry boxes 242. Along with each of the criteria Selected
there exists a range of acceptable values Specified on an
associated individual slider element 250. The initial system
default, may be “unlimited' and then, may be set over time
based upon user context, use and behavior. Additionally, the
user may use drag and drop tabs 252a, b on the slider element

35

AS mentioned, the ordered and annotated Set of resources

The Results Display Workspace 33 particularly includes a
graphic element 333 which comprises a list of ranked
resources 338 returned by the user's query. Via this graphic
element, the user is provided with ability to select via
checkboxes 348, for example, one or more resources for
viewing of additional details. The response set 338 is ranked
by the aggregate value and weighting defined by resource
Selection criteria and value ranges as described herein.
As shown in FIG. 6, the Results Display Workspace 33
displays the weighting 332 for each of the available resource
selection criteria 339a, . . . , 339e. The choices of weighting
Detail Specification Workspace described generally herein

with respect to FIG. 5(d). Preferably, the system generates
40

45

for display in the Results Display Workspace 33 a multidi
mensional plot 335 comprising one or more axes, e.g.,
331a, . . . , 331e, with each axis corresponding to each
previously Specified results Selection criterion Such as cost
339e, time 339a, timing 339b, quality 339d and risk 339c.
The plot is initiated in response to user Selection of graph
icon 337, and the user's selection of one or more resources

50

asSociated resource Selection criteria. It is understood that

that the system has found to best match the user's initial
query and related Subject and context variables may be

the resources Suggested (detail/preview), narrow their
results (Selection) or re-display them in a more meaningful
view for decision making (graphically).

and Selection of resource Selection criteria are made on the

250 to set a minimum and/or maximum value for the

the unit of measure on the Sliders may vary by criteria.
Further, via entry boxes 241, the user may select to view via
“check” or Specify via number entry the display Sequence of
these criteria when arrayed as the axes on an n-dimensional
graphic display provided in the Results Display WorkSpace
via graphic interface 32 as described in commonly owned,
co-pending U.S. Patent application Ser. No. 09/778,147, or
when viewed on another visualization System.
The Detailed Specification Workspace 23 thus provides
full disclosure of system defaults and enables the user to
completely manage their Search.

to the Detailed specification Workspace 23 of FIG. 5(a), and

55

60

338 from the displayed list 333 of ranked resources. Each
axis 331a, . . . , 331e is displayed in the Sequence Specified
by the user in the detail Specification workSpace 23 and
includes one or more data points 349 corresponding to each
resource 348 selected from the list 333. Each data point
represents the value of the particular resource Selection
criteria represented by the axis for that resource. AS the user
moves his/her mouse over a data point resource on one of the
axes 331a, . . . , 331e, for example, data point 330a on axis
331a in FIG. 6, the resource represented by that data point
is visually connected, e.g., by line 334, to all the other points
for that same resource, e.g., points 330b-330e. Additionally,
in response to Such showing, the values for all the resource
Selection criteria and name and rank of the resource 342 is

displayed. It is understood that the locations of the data
points 349 on each axis reside between the minimum and
maximum resource Selection criteria values indicated by the
slider bars 252a, 252b as previously set by the user in the

65

detailed specification workspace 23 of FIG. 5(d).

The interface 32 is additionally provisioned with an icon
346 selectable for initiating the display of a Resource Detail

US 6,778,193 B2
15

16

Display portion 336 shown in FIG. 6, which is a graphical
element used to provide further details or previews of the

then elect to go to the Detail Specification Workspace

(interface 22 of FIGS. 5(a)-5(d)) in the second process step

resources 338 selected from the list of ranked resources 333.

in order to view the context attributes 63 associated with the

Besides providing a text description 329 of the resource,
including name, cost, timing, and terms and conditions, the
graphical element 336 may be provided with hyperlinks
351–353 enabling the user to read more details regarding the
resource, See pictures of the resource, or preview the
resource, respectively. It should be understood that icon 337
for viewing the graph or the icon 346 for viewing detailed
descriptions of the actual resources are independently Select

“Remote Staffie” User Context. Preferably, the default

assigned context attribute value (“DSL”, for example) for
any context attribute (“Connectivity”, for example) is visible
on the context attribute icon (“Connectivity”, for example,
whose name is shown highlighted in FIG. 3). The learner
may click on the context attribute “Connectivity” to see the

menu of associated attribute values 64. The learner, for

example, may Select the “Disconnected' attribute value
shown highlighted in FIG. 3. By double clicking on this
attribute value, for example, the list of Value Resource

able.

AS further shown in FIG. 6, the user has the additional

option 347 to view a detailed description of a currently
plotted resource highlighted or shown in the graphic portion
335. The detailed description of a currently plotted resource
is displayed via the Resource Detail Display portion 336.
Thus, with respect to the third step, a display of the
annotated response Set is provided in a form ready for
preview or Selection. The user may rework this Screen as
many times as needed to better understand and make deci

Parameters, i.e., include/exclude filters 65, for the attribute
15

resources and exclude online collaborative resources when

Searching for relevant resources. The learner may addition
ally specify resource priorities 66 by Selecting, Sequencing
and weighting and Specifying minimum and maximum
values for relevant criteria Such as cost, time, quality and
risk on the Resource Selection Criteria Definition graphical
user interface element on the Detail Specification Work

Sions about resource(s) to use. More particularly, via the
results display workSpace interface 32 the user may: 1) view

the response Set, ranked by the aggregate value and weight
ing as defined by resource Selection criteria and value

value "Disconnected” is displayed. The learner, for example,
may indicate that they want to include download and play

space (interface 22 of FIGS. 5(a)-5(d)). In the third step of
25

the process, the results of the learner's Search are listed in the

ranges; 2) Select one or many of the ranked responses for

user view of the Results Display Workspace (interface 32 of
FIG. 2). The learner may immediately select one or more of

axes of the resource Selection criteria; and, 3) initiate a “roll

the listed education resources, request to See additional
details on them, or request to See a response Set graphic
indicating the relative positioning of each resource along

graphical display in multi-dimensions along the multiple

over of one or more resources from either the ranked list or

the graphical display to View detailed descriptions or to
“preview the resource. If there are too many responses, too
few, or if they are incorrect, the user may return to the
Second step to further refine/redefine, and re-execute the
lookup. Alternately, the user may return to the first Step to
choose a different context for their Search.

each of the axes (n-dimensions, relating to cost, time, quality
and risk) specified earlier. If no acceptable education

35

While the system is intended to operate on a fully enabled
graphic WorkStation or personal computer, it is intended that
Search definition and the results visualization processes

described herein with respect to FIGS. 4, 5(a)-5(d) and 6

may be operated by users of reduced graphics-enabled
devices Such as text Screen WorkStations, Organizers, or any

40

type of Personal Digital Assistants (PDAs). Accordingly, in

alternative embodiments, all the context icons may have
names, all the graphical displayS may be reduced to lists, all
the pull downs may be viewed as indented lists or Secondary
Screens, and all the min-max Sliders may convert to fill-in

45

boxes. Further, as mentioned, the customer Self Service

System described herein is applicable to many applications
including the domains of education, real estate, and travel.
The generic process flow described with respect to FIG. 2,
will now be described with specific examples from the

50

(interface 12 of FIG. 4) to specify their query 71 as “Become
55

through the iconic interfaces (FIG. 2) included in the
embodiment of the invention as applied to the education
domain. The three iconic workspaces of FIG. 2 enable the
learner to specify example data elements, Such as the

query 61 as “Learn Lotus Notes at home.” The learner may
select the User Context “Remote Staffie”, for example

(where the icon's name is highlighted in FIG. 3), from

among the available Set of context icons 62. The learner may

Dial-up or other context attribute values associated with
context attributes such as “Learning Mode” or “Technical
Field'. The learner may also change their Selection criteria,
the weighting of the Selection criteria, and the minimum/
maximum values for any Selection criteria, in hopes of
identifying additional relevant resources.
With respect to the education domain, the user is a
“learner” however, the three iconic workspaces of FIG. 2
provide the process for enabling the learner to Specify
example data elements, Such as the example data elements
of FIG. 3, and view results, as follows: In the first process
Step, the learner uses the Context Selection WorkSpace

3.

example data elements depicted in the Education (e.g.,
Environmental) column 60 of FIG. 3, and view results, as
follows: In the first process Step, the learner uses the Context
Selection Workspace (interface 12 of FIG. 4) to specify their

remove Value Resource Parameters for the attribute value

depicted in the Education (e.g., Subject Matter) column 70

education, real estate and travel domains as shown in FIG.

With respect to the education domain, the user is a learner
and FIG. 3 depicts an example interaction with the System

resources were provided, the learner may return to the
Context Selection Workspace to redefine their query or
select a different User Context such as “Commuting Techie”
via the first interface. The learner may additionally elect to
return to the Detail Specification Workspace of the second
interface to change the default value of the context attribute
“Connectivity” from Disconnected to Dial-up and add or

60

65

a Linux developer by June” for example. The learner selects
the User Context “Commuting Techie” from among the
available context icons 72. The learner may elect to go to the
Detail Specification Workspace in order to view the context
attributes 73 associated with the “Commuting Techie' user
context. Preferably, the default assigned context attribute

value (“Programming, for example) for any context
attribute (“Technical Field”, for example) is visible on the
context attribute icon (“Technical Field”, for example,
whose name is shown highlighted in FIG.3). In addition, the
learner may click on the context attribute (“Technical Field,
to stay with the example) to display a pull down menu to
view the other values 74 (in either picture or word format)

US 6,778,193 B2
17

18

that could be assigned to this attribute. The learner, for
example, may Select “Graphical Interfaces' shown high
lighted in FIG. 3. By double clicking on this attribute value,

landscaping when Searching for relevant resources. The
renter or buyer may additionally Specify resource priorities
86 by Selecting, Sequencing and weighting and Specifying
minimum and maximum values for relevant criteria Such as

the list of Value Resource Parameters (include/exclude fil
ters 75) for the attribute value “Graphical Interfaces” will be

cost, time, quality and risk on the ReSource Selection
Criteria Definition graphical user interface element on the
Detail Specification Workspace. The results of the renter or
buyer's search are listed on the Results Display Workspace
of the third interface 32 in which the renter or buyer may
immediately Select one or more of the listed real estate
resources, request to See additional details on them, or
request to See a response Set graphic indicating the relative
positioning of each resource along each of the axes

displayed. For example, the learner may indicate that they
want to include the KDE interface and exclude the GNOME

interface when Searching for relevant resources. The learner
may additionally Specify resource priorities 76 by Selecting,
Sequencing and weighting and Specifying minimum and
maximum values for relevant criteria Such as cost, time,

quality and risk on the Resource Selection Criteria Defini
tion graphical user interface element on the Detail Specifi
cation Workspace. The results of the learner's search are
listed on the Results Display Workspace via the interface 32.
The learner may immediately Select one or more of the listed
education resources, request to See additional details on
them, or request to See a response Set graphic indicating the
relative positioning of each resource along each of the axes

(n-dimensions, relating to cost, time, quality and risk) speci

15

(n-dimensions, relating to cost, time, quality and risk) speci
fied earlier. If no acceptable education resources were
provided, the learner may return to the Context Selection
WorkSpace 13 via the first interface 12 to redefine their
query or Select a different user context Such as “Traveling
Consultant.” The learner may also elect to return to the
Detail Specification Workspace via the second interface 22
to change the default value of the context attribute “Tech
nical Field” from Graphical Interfaces to Programming and

Resource Parameters for the attribute value "Subcontract It
All' or other context attribute values associated with context
25

CSOUCCS.

35

estate transactor (renter/buyer) and FIG. 3 depicts an

example interaction with the System through the iconic

interfaces (FIG. 2) included in the embodiment of the

invention as applied to the real estate domain. The three
iconic WorkSpaces of FIG. 2 enable a real estate renter or
buyer to Specify example data elements, Such as the example
data elements depicted in the Real Estate column 80 of FIG.
3, and View results, as follows: In the first process Step, the
renter or buyer uses the Context Selection Workspace to
specify their query 81 as “Find housing near new job by
August.” The renter or buyer selects the user context “Relo
cating BusineSS Professional’ from among the available
context icons 82. The renter or buyer may elect to go to the
Detail Specification Workspace in the second interface in

40

45

50

order to view the context attributes 83 associated with the

“Relocating Business Professional’ user context. Preferably,

the default assigned context attribute value (“Subcontract it
all”, for example) for any context attribute (“Maintenance
Style”, for example) is visible on the context attribute icon
(“Maintenance Style”, for example, whose name is shown
highlighted in FIG. 3). In addition, the renter/buyer may
click on the context attribute ("maintenance style', to stay
with the example) to display a pull down menu to view the
other values 84 (in either picture or word format) that could

55

60

be assigned to this attribute. Upon renter or buyer double
clicking on attribute value "Do-It-YourSelf-er', for

example, the list of Value Resource Parameters (include/
exclude filters 85) for the attribute value “Do-It-YourSelf

er' is displayed. For example, as shown in FIG. 3, the renter
or buyer may indicate that they want to include walls, paint
and lawn mowing and exclude plumbing, electrical and

attributes Such as “Mode of Commute to Work/School” or

“Mode of Housing.” The real estate transactor may also
change their Selection criteria, the weighting of the Selection
criteria, and the minimum/maximum values for any Selec
tion criteria, in hopes of identifying additional relevant

add or remove Value Resource Parameters for the attribute

value Programming or other context attribute values asso
ciated with context attributes such as “Learning Mode” or
“Connectivity.” The learner may also change their selection
criteria, the weighting of the Selection criteria, and the
minimum/maximum values for any Selection criteria, in
hopes of identifying additional relevant resources.
With respect to the real-estate domain, the user is a real

fied earlier. If no acceptable housing resources were
provided, the renter or buyer may return to the Context
Selection WorkSpace to redefine their query or Select a
different user context such as “Empty Nester.” The renter or
buyer can also elect to return to the Detail Specification
Workspace to change the default value of the context
attribute “Maintenance Style” from Do-It-Yourself-er to
Subcontract It All, for example, and add or remove Value

65

With respect to the travel domain, the user is a traveler
and FIG.3 depicts an example interaction with the customer
self service system through the iconic interfaces (FIG. 2)
included in the embodiment of the invention as applied to
the travel domain. The three iconic workspaces of FIG. 2
enable a traveler to specify data elements, Such as the
example data elements depicted in the Travel column 90 of
FIG. 3, and view results, as follows: In the first process step,
the traveler uses the Context Selection Workspace to specify
their query 91 Such as “Plan a trip to Vermont in June”, for
example. The traveler may then select the User Context Icon
“Single Mom with kids”, for example, from among the
available user context icons 132, (where the icon's name 92
is highlighted in FIG. 3). The traveler may then elect to go
to the Detail Specification Workspace in order to view the
context attributes 93 associated with the “Single Mom with
Kids' user context. Preferably, the default assigned context
attribute value (“Drive”, for example) for any context
attribute (“Mode of Transportation”, for example) is visible
on the context attribute icon (“Mode of Transportation”, for
example, whose name is shown highlighted in FIG. 3). In
addition, the traveler may click on the context attribute
("mode of transportation ’, to stay with the example) to
display a pull down menu to view the other values 94 (in
either picture or word format) that could be assigned to this
attribute (“Fly” for example). The traveler selects “fly” as an
alternative to “drive”, as illustrated with highlighting in FIG.
3. By “overriding this attribute value and double clicking
on it, the list of Value Resource parameters (include/exclude
filters 95) for the attribute value “Fly” is displayed. The
traveler may indicate that he/she wants to include all major
carriers and exclude prop planes and airlines with bad Safety
records when Searching for relevant resources. The traveler
may also specify resource priorities 96 by Selecting,
Sequencing and weighting and Specifying minimum and
maximum values for relevant criteria Such as cost, time,

quality and risk on the Resource Selection Criteria Defini

US 6,778,193 B2
19

20

tion graphical user interface element on the Detail Specifi
cation Workspace. The results of the traveler's search are
then displayed via the Results Display Workspace of the
third iconic interface 32 of FIG. 2. The traveler may imme
diately Select one or more of the listed travel resources,
request to See additional details on them, or request to See a
response Set graphic indicating the relative positioning of

apply machine learning at the front, middle, or back, but not
integrated throughout. The current System identifies context
classifications and functions, and applies them to individual
users to reduce the burden of fully communicating their
question and increasing the Specificity and accuracy of a
query's Search parameters. The current System identifies and
improves Selection logic and identifies and improves
response Sets to common queries based upon a rich Set of
contextual variables. The current System additionally orders
the response Set, potentially further limiting it, and prepares
the response set for display in a way that identifies the “best”
resources for a particular user based upon the rich set of
context variables. The display of the invention additionally
illustrates the decision making characteristics of the alter
natives presented.
While the invention has been particularly shown and
described with respect to illustrative and preformed embodi
ments thereof, it will be understood by those skilled in the
art that the foregoing and other changes in form and details
may be made therein without departing from the Spirit and
scope of the invention which should be limited only by the
Scope of the appended claims.
Having thus described our invention, what we claim as
new, and desire to Secure by Letters Patent is:
1. A graphical user interface for a customer Self Service
System that performs resource Search and Selection compris
ing:
a first visual WorkSpace comprising entry field enabling
entry of a query for a resource and, one or more
Selectable graphical user context elements, each ele
ment representing a context associated with the current
user State and having context attributes and attribute

each resource along each of the axes (n-dimensions, relating
to cost, time, quality and risk) specified earlier. If no

acceptable travel resources were provided, the traveler may
return to the Context Selection Workspace in Step 1 to
redefine their query or Select a different user context Such as
“Swinging Singles.” The traveler may also elect to return to
the Detail Specification Workspace in Step 2 to change the
default value of the context attribute “Mode of Transporta
tion” from Fly to Train and add or remove Value Resource

15

Parameters for the attribute value Train or other context
attribute values associated with context attributes Such as

“Mode of Housing” or “Food Style”. The traveler may also
change their Selection criteria, the weighting of the Selection
criteria, and the minimum/maximum values for any Selec
tion criteria, in hopes of identifying additional relevant
CSOUCCS.

Referring back to FIG. 1, the customerself service system
implements an n-dimensional context vector 25", derived
from the combination of user context and previous interac
tion with the System, to map specific contexts to specific

25

resources. This increases the relevance of Search results for

a given user in their current context without requiring the
user to explicitly train the System. Inferences and conclu
Sions are made regarding both the individual user's preferred
resource characteristics and those of a common set of users.

These are used as input to the Sub-processes described above
and in greater detail in above-mentioned commonly-owned,
co-pending U.S. patent application Ser. Nos. 09/778,378,
09/778,135, and 09/778,139, to modify the iconic interfaces
presented to each particular user for their Subsequent Search
using the current invention as well as to modify the results
that would be selected for presentation to the user via the
interface described in Ser. No. 09/778,147 in response to an
identical Search. Over time, the System will improve in its
ability to serve individual needs and evolve to an ability to
Suggest preferred answers to groups of users.
The overall System also uses a batch background proceSS
described in commonly-owned, co-pending U.S. patent
application Ser. No. 09/778,149 to cluster user interaction

values associated there with;
35

40

45

on Said user's context, and Said associated resource

Selection parameters and relevant resource evaluation

records to assist in the identification of new user contexts

which Serves to improve the System over time.
While the prior art has made use of adaptive learning in
information retrieval Systems, the Overall customer Self
Service System for resource Search and Selection enables the
use of a large, rich Set of contextual attribute-value pairs, is
focused on learning about the user/user groups rather than
the resources/resource groups and is able to discover user
group characteristics and apply them to individuals. Much of
the prior art is focused on the discovery of database
Structure, the clustering of data within the resources, or
discovering relevant taxonomy for resources but the current
System discovers contexts and context attributes among
users which can be used predictively. The customer Self
Service System of the invention uses a highly Specialized and
optimized combination of Supervised and unsupervised
logic along with both automated and Semi-automated entry
of learned results and is able to deliver higher value because
contexts are used in a closed loop Self improvement System;

front end (entry) middle (search and display) and back end
(results and user feedback) are integrated. Other Systems

a Second Visual WorkSpace for visualizing the Set of
resources that the customer Self Service System has
determined to match the user's query, Said System
indicating a degree of fit of Said determined resources
with Said query;
a third Visual WorkSpace for enabling Said user to Select
and modify context attribute values to enable increased
Specificity and accuracy of a query's Search parameters,
Said third Visual WorkSpace further enabling Said user to
Specify resource Selection parameters and relevant
resource evaluation criteria utilized by a Search mecha
nism in Said System, Said degree of fit indication based
criteria; and, a

50

mechanism enabling Said user to navigate among Said
first, Second and third visual WorkSpaces to thereby
identify and improve Selection logic and response Sets
fitted to Said query.
2. The graphical user as claimed in claim 1, wherein Said
relevant resource evaluation criteria includes one or more of:

55

60

65

cost, risk, timing and quality.
3. The graphical user interface as claimed in claim 1,
wherein Said entry is made Via one or more methods
including text or voice.
4. The graphical user interface as claimed in claim 3,
wherein Said third Visual WorkSpace further enables users to
Select, Sequence and weight Said relevant evaluation criteria.
5. The graphical user interface as claimed in claim 1,
wherein Said detail Specification WorkSpace includes graphi
cal means for Specifying minimum and maximum values for
each Said relevant criteria.

6. The graphical user interface as claimed in claim 1,
wherein Said third visual WorkSpace includes graphic

US 6,778,193 B2
21
resource filter elements for enabling user Specification of
inclusionary and exclusionary resource Selection parameters

22
13. A program Storage device readable by machine, tan
gibly embodying a program of instructions executable by the
machine to perform interactive method steps for querying a
customer Self Service System that performs resource Search
and Selection, Said interactive method comprising the Steps

asSociated with a Selected context attribute value.

7. The graphical user interface as claimed in claim 6,
wherein Said System enables display of the resources in
accordance with Said Selection parameters, weight and
Sequencing criteria Via Said Second visual WorkSpace.
8. An interactive method for querying a customer Self
Service System that performs resource Search and Selection,
Said method comprising the Steps of:

of:

a) enabling via a graphic interface, entry of a query and
Selection of one or more user context icons, each

representing a context associated with the current user
Situation and having context attribute parameters asso

a) enabling via a graphic interface, entry of a query and

ciated therewith;

Selection of one or more user context icons, each

representing a context associated with the current user
Situation and having context attribute parameters asso
ciated therewith;

b) enabling, via a first visual workspace provided in Said
15

b) enabling, via a first visual workspace provided in said

criteria;

c) generating a resource response set for best matching a

relevance of resource results in terms of user context

user's query based upon user input context attribute

and, user Specification of relevant resource evaluation

values and user defined relevant resource Selection

criteria;

c) generating a resource response set for best matching a
users query based upon user input context attributes
and user defined relevant resource Selection criteria,

relevance of resource results in terms of user context

and user Specification of relevant resource evaluation

graphic interface, user Specification of relevant
resource Selection criteria for enabling expression of

and enabling user Visualization of Said response Set via
a Second Visual WorkSpace provided in Said graphic
interface, Said Step further indicating a degree of fit of
Said determined resources with Said query based on

graphic interface, user Specification of relevant
resource Selection criteria for enabling expression of

25

criteria, and enabling user Visualization of Said
response Set via a Second visual WorkSpace in Said
graphic interface; Said Step further including the Step of
indicating a degree of fit of Said determined resources
with Said query based on Said user's context, and Said
asSociated resource Selection parameters and relevant
resource evaluation criteria; and

d) navigating between said first and Second workspaces

Said user's context, and Said associated resource Selec

tion parameters and relevant resource evaluation crite
ria; and,

Visual WorkSpaces to thereby identify and improve
Selection logic and response Sets fitted to Said query.
14. The program Storage device readable by machine as

d) navigating between said first and Second Visual work

claimed in claim 13, wherein Said step b) includes the Step

Spaces to thereby identify and improve Selection logic
and response Sets fitted to Said query.

35

of Selecting and modifying Said context attribute values to
enable increased specificity and accuracy of a query's Search
parameterS.

9. The interactive method as claimed in claim 8, wherein

said step b) includes the step of Selecting and modifying said

15. The program Storage device readable by machine as

context attribute values to enable increased specificity and
accuracy of a query's Search parameters.

claimed in claim 13, wherein said step b) further includes the

10. The interactive method as claimed in claim 8, wherein

40

said step b) further includes the Step of enabling a user to

Select, Sequence and weight Said relevant evaluation criteria
Via Said first visual WorkSpace.

claimed in claim 13, wherein said step b) further includes the

11. The interactive method as claimed in claim 8, wherein

said step b) further includes the step of specifying minimum

45

Step of Specifying minimum and maximum values for each
Said relevant criteria Via Said first visual WorkSpace.
17. The program Storage device readable by machine as

claimed in claim 13, wherein said step b) further includes the

and maximum values for each Said relevant criteria via Said

first visual WorkSpace.
12. The interactive method as claimed in claim 8, wherein

said step b) further includes the Step of enabling user

Specification of inclusionary and exclusionary resource
Selection parameters associated with a Selected context
attribute provided in Said first visual WorkSpace.

Step of enabling a user to Select, Sequence and weight Said
relevant evaluation criteria via Said first visual WorkSpace.
16. The program Storage device readable by machine as

50

Step of enabling user Specification of inclusionary and
exclusionary resource Selection parameters associated with a
Selected context attribute value provided in Said first visual
WorkSpace.