Abstract:
A method of forming a solution-based search query from a symptom-based search query for searching a solution-based document database is presented. A user query comprised of perceived symptom-based search terms is preprocessed to remove extraneous terms. The remaining search query is evaluated to identify symptom-based terminology. The symptom-based terminology is used to access a synonym database which matches the symptom-based search term with a solution-based search term. The solution-based search term is substituted into the original search term and the solution-based search query is entered into a search engine for identification of solution-based documents.

Description:
BACKGROUND OF THE INVENTION 
     1. Field of the Invention 
     The present invention relates generally to document services and, more particularly, to a system and method of searching and identifying documentation in a database comprised of solution-oriented information accessible by a search engine. 
     2. State of the Art 
     Computer systems have become increasingly beneficial in their application as tools for solving customer support issues in a wide variety of technical disciplines ranging from computer and peripheral operational debugging to operational customer support. With the complex nature of technology and the proliferation of complex systems and applications, there exists a need for improving database access mechanisms and the accuracy of the results returned by those mechanisms. 
     Prior to computerized technology proliferation, technology consumers or customers could obtain service by contacting specially trained individuals at customer service desks where they could explain the specific abnormal behavior of their equipment. Customers would present their problems to the customer service agents by describing the symptoms or equipment behavior they were experiencing. These “symptom-based” problem descriptions were then noted by a customer service agent and entered into a search engine that accessed a database searching for possible solutions. 
     Technology databases were and continue to be predominantly populated with “solution-based” entries that describe to a user or customer “how-to” perform an operation or repair on their technology. The terminology utilized in a solution-based database includes language specific to performing a function or operation rather than the operational anomaly terminology describing the technology behavior that would be exhibited and therefore perceived by the user. It is appreciated that database searches are more exhaustive and comprehensive if the search query more precisely matches the terminology utilized in the targeted database. 
     As such, customer service agents, using their vast experience and specialty training, would act as the transforming entity for converting the symptom-based problem described by a customer into a solution-based query for presenting to the database search engine. While such a manual approach presented modest improvements, search results were inconsistent due to the human subjectivity factor and interpretive nature of the process. 
     Furthermore, due to the reality that the vast majority of customer service database information is written in solution-based format, translation by the customer service agent, while generally resulting in modestly more precise search results, exhibited further shortcomings and additional advances were desirable. For example, the economics associated with customer service agents as well as the substantial deployment of systems requiring customer service quickly became overwhelming and the resulting quality of translation from symptom-based customer inputs to solution-based database queries became unmanageable. 
     Additional advances have occurred which allow customers to directly input their customer service issue in electronic form for processing by a search engine in order to retrieve solutions to symptoms from the database. Unfortunately, customers present their issues to the search engine not only in the less compatible “symptom-based” form but also in “natural language” form which requires parsing of the words in order to extract the suitable search terms for inputting into a search engine. Natural language parsing is well known in the art and has met with marginal success when applied to a customer service application as they still engage in searching a database that is not based on the same syntax style or terminology of the input query. 
     The substantiality of the technological proliferation and the expanse of the customer base dictates that customers must directly access databases, such as customer service databases. Since customers are of diverse competencies and untrained to the nuances of the myriad of database syntaxes, as well as the fact that customer-generated queries are subject to the subjective stylization of the customer, an automated and mechanized approach is desirable. 
     BRIEF SUMMARY OF THE INVENTION 
     A method of forming a solution-based search query from a symptom-based search query is presented. Many user-entered queries are in response to user-perceived symptoms of a current activity. Such experiences may include operational anomalies with technical equipment, resulting in a user-perceived symptom as exhibited by the technology. Users, therefore, are inclined to formulate a search query based upon language or terms that describe symptoms of the behavior. In contrast, most technical documentation is formulated from a solution-based perspective, meaning a “how-to” or training paradigm. 
     The document searching system of the present invention facilitates the transformation of a symptom-based query, as presented by a user, into a solution-based query that results in the identification of a solution-based target document. Transformation is performed, in one example, using a synonym database. The synonym database includes symptom-based terms which correlate to a defined set of solution-based synonyms. A solution-based query results and the solution-based query is input into a search engine. 
     Exemplary steps of the method include identifying at least one symptom-based search term within the symptom-based search query, including identifying the presence of words, such as stop words, that are generally extraneous to the search at hand and removing those terms from the search term. The method further includes searching within a synonym database for a match of the symptom-based search term. Correlation of symptoms to solutions, in one embodiment of the present invention, is accomplished through the use of metadata as stored in a database. The synonym database includes solution-based synonyms which correspond to metadata associated with the solution-based documents of the solution-based document database. 
     Once the synonyms are identified, a solution-based search term is created by substitution of the solution-based terms into the search query. The query is then input into a search engine for retrieval of candidate documents from the solution-based document database that best correlate with the symptom-based query as input by the user. 
    
    
     
       BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS 
       In the drawings, which illustrate what is currently considered to be the best mode for carrying out the invention: 
         FIG. 1  is a block diagram illustrating one exemplary embodiment of a document searching system, according to the present invention; 
         FIG. 2  is a flowchart illustrating processing of a user-entered query of a solution-based database, in accordance with the present invention; 
         FIG. 3  is a detailed flowchart illustrating an aspect of preprocessing of a user-entered query including the removal of stop words from a user-entered query, in accordance with an embodiment of the present invention; 
         FIG. 4  is a detailed flowchart illustrating solution-based synonym replacement of search terms within a search query, in accordance with an embodiment of the present invention; 
         FIG. 5  is a diagram illustrating the correlation of metadata as associated with solution-based documents within a database, in accordance with an embodiment of the present invention; and 
         FIG. 6  is a block diagram of components within which the embodiments of the present invention may operationally interact. 
     
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
     In the following detailed description of the preferred embodiments, reference is made to the accompanying drawings which form a part hereof and in which is shown, by way of illustration, specific embodiments in which the invention may be practiced. It is to be understood that other embodiments may be utilized and structural or logical changes may be made without departing from the scope of the present invention. The following detailed description, therefore, is not to be taken in a limiting sense, and the scope of the present invention is defined by the appended claims. 
     A document searching system according to the present invention is illustrated generally as numeral  10  in  FIG. 1 . Document searching system  10  provides for the location or identification of documents as requested by a user. In  FIG. 1 , a user  12 , preferably utilizing a data input device such as a computer, initiates a user-entered symptom-based query  14  which may consist of symptoms or perceived conditions experienced by a user in a particular environment such as in a computer or other automated system. One exemplary environment in which the present invention finds application is in the customer service or customer assistance environment for technology users. In such an environment, a user  12  may be experiencing anomalous behavior of some technological embodiment and utilize document searching system  10  for obtaining corrective information for attempting to remedy the perceived anomaly or symptom in question. 
     Document searching system  10 , in order to facilitate the transformation of a symptom-based query  14  as proffered by user  12  into a syntax compatible with the solution-based documentation, further comprises a search query preprocessing system  16 . Search query preprocessing system  16  performs a transformation between the symptom-based query as input by user  12  and a solution-based query as necessary for comparing and matching with solution-based information. 
       FIG. 2  illustrates one of among other functions performed by search query preprocessing system  16 . In  FIG. 2 , user-entered symptom-based query  14  undergoes a search query preprocessing process  18  in order to accomplish the query transformation described above. In search query preprocessing process  18 , a subprocess or step  20  removes stop words from the user-entered symptom-based query  14 . Those familiar with the art appreciate that stop words are those words that are so commonplace in a query as to render them non distinguishing or unable to distinguish between respective documents due to the common presence of such words. One approach for removing such stop words is to parse the query into individual terms or words and compare each of those terms or words against known or identified stop words that are stored, for example, in a stop words database  22  ( FIG. 1 ). 
     Once any and preferably all stop words have been removed from the user-entered query, a process or step  24  evaluates the remaining query terms and compares those terms which are symptom-based with a table or other database, such as synonym database  26  ( FIG. 1 ). Synonym database  26  is comprised of symptom-based terms which correlate to a defined set of solution-based synonyms which are useful as search terms for accessing solution-based information. A solution-based query  28  results following the replacement of the symptom-based query terms with solution-based synonyms from the synonym database  26 . The transformation between symptom-based search terms is complete and search query preprocessing system  16  ( FIG. 1 ) forwards the solution-based search terms on to a search engine  30  ( FIG. 1 ). 
     Search engine  30  interacts with a solution-based document database  32  which is comprised of solution-based documentation in the form of documents which preferably have metadata attached thereto, illustrated in  FIG. 1  as documents  34 . While the concept of metadata is generally known in the art, the present invention employs metadata having specific enumerated fields and which are comprised of document information or attributes which are used and desirable in-the documentation identification environment. Search engine  30 , upon comparing the solution-based search terms with documents  34  in database  32 , returns solution-based search results  36 , which may include a various number of documents either pointed to within database  32  or retrieved from database  32  for presentation to user  12 . 
       FIG. 3  illustrates a more detailed operation of removing stop words process  20  as introduced previously in  FIGS. 1 and 2 . In  FIG. 3 , remove stop words process  20  is comprised of a series of steps, one of which is step  38  which receives a user-entered symptom-based query  14  as an input upon which to parse and compare terms from stop words database  22 . Upon the identification of the presence or existence of any stop words, a step  40  removes the stop words from the user-entered query, resulting in a remaining user-entered symptom-based query  42 . 
       FIG. 4  is a more detailed illustration depicting replacement of symptom-based query terms with solution-based synonyms of step  24  as first introduced in  FIG. 2 . In  FIG. 4 , process  24 , receiving as an input the remaining symptom-based query terms  42  in a step  44 , identifies from among the remaining terms the search terms from the user-entered symptom-based query. Once the search terms have been identified, a step  46  interacts with synonym database  26  to identify and replace synonyms from the user-entered query with solution-based synonyms resulting in a solution-based query  48 . 
     The values for the metadata attributes are preferably fed into synonym database  26  to form the basis of the database. The transformation process is meaningful when the synonym database and metadata attributes share the same terms. Once the synonym database contains these metadata values, a synonym for each metadata value can be assigned. Synonyms for metadata values may be updated independently from the source of the metadata values and, preferably, are done so upon an evaluation of respective matching analysis, resulting in alteration and addition of synonyms for metadata values. 
       FIG. 5  illustrates an example of representative metadata including the associated attributes of an exemplary document. In  FIG. 5 , individual “metatags,” or document attributes, describe characteristics of the associated document that exist outside or independent of the document. Such attributes present information about the document in a consistent and meaningful fashion. In this particular embodiment of the invention, the metadata is incorporated within the document. A logical alternative could entail keeping the metadata separate from the document. It is known in the art that search engines can search both a document&#39;s content and a document&#39;s metadata. In addition, a search engine can rate a match made within the document&#39;s metadata more highly than a document&#39;s content. In the example, the metadata includes solution-based terms (e.g., &lt;meta name=“main_component” content=“change ink cartridge”&gt;). Because a user&#39;s query has been transformed from symptom-based terms to solution-based terms, a transformed query containing “ink cartridge” will have a greater potential of matching with this document. Metadata values, in this example, enhance the content of the document and thus are more likely to match users&#39; queries and provide relevant solutions. 
       FIG. 6  illustrates a document searching system  10  which includes a host system  50  which may execute the search query preprocessing process  18  ( FIG. 2 ) for facilitating the transformation from a user-entered symptom-based query  14  into a solution-based query  28  (both of  FIG. 1 ). Host system  50  may be included in a computer server or other microprocessor-based system capable of performing a sequence of logic operations and includes hardware, software, firmware, or a combination of these. In one exemplary embodiment, host system  50  receives a search query from an input device  52  for processing according to the methods and steps described herein. Processing databases associated with the preprocessing implementations of the present invention, such as stop words database  22  and synonym database  26 , may be included in some form of memory device  54 , which for illustrative purposes only, is depicted as a form of read-only memory. 
     Host system  50  may further communicate with the newly transformed solution-based query across a network  56  or other connection device to a second host system  58  which is capable of facilitating the operation of search engine  30  ( FIG. 1 ). Second host system  58  is further interconnected with a memory device such as memory  60  which includes databases such as solution-based document database  32 .