Patent ID: 6938000

Claim:
A method A computer implemented method for providing customer support for a product, comprising: a server receiving one or more queries regarding a product from a customer; extracting one or more query key words from each of the queries; extracting one or more answers from product FAQ's related to the received queries from a product FAQ database; extracting one or more FAQ key words from the extracted answers; transforming the extracted query and FAQ key-words into unique numerical representations such that the transformed unique numerical representations do not result in multiple similar numerical representations, to avoid ambiguous prediction of meaning of the translated words in the received queries and extracted answers; representing the transformed query and FAQ key-words into query vector forms and product FAQ vector forms, respectively; applying a convolution algorithm to each of the query vector forms, with each of the product FAQ vector forms separately and obtains one or more appropriate answers to the queries; and automatically communicating the appropriate answers to the queries received from the customer.