Patent ID: 11972437
Assignee: SAP SE
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 15:
16. A non-transitory computer-readable medium comprising instructions stored thereon that are executable by at least one processor to cause a computing device to perform operations comprising:
training a machine learning model using a plurality of data related to a product and services support system to determine patterns in the plurality of data to generate a set of search parameters;
generating the set of search parameters using the machine learning model trained using the plurality of data related to the product and services support system to determine patterns in the plurality of data to generate the set of search parameters;
storing the set of search parameters output from the machine learning model in one or more databases;
generating a search string consisting of only a subset of the stored set of search parameters generated by the machine learning model by mapping each term of an input stream to each of the subset of the stored set of search parameters generated by the machine learning model;
searching a knowledge base using the search string consisting of only the subset of the stored set of search parameters generated by the machine learning model to determine a plurality of answers to respond to the input stream;
selecting an answer of the plurality of answers to respond to the input stream based on a score associated with each of the plurality of answers; and
updating a score for the selected answer based on at least one of: a user interaction via a computing device in response to the selected answer indicating that the user is satisfied or is not satisfied with the answer, no further inquiries input by the user via the computing device after the selected answer is provided, further inquiries input after the selected answer is provided, or how frequently the answer appears from sources within the knowledge base.