Semantic inferencing in customer relationship management
AssigneeAccenture Global Solutions Limited
InventorShannon L. Copeland
Life of this patent
Estimating the term…
Abstract
Customer relationship management (“CRM”) implemented in a computer system, including parsing, by a parsing engine of the computer system into parsed triples of a description logic, words of a CRM event from an incoming stream of CRM events, the CRM event characterized by an event type, the stream implemented in a CRM application of the computer system; and inferring, by an inference engine from the parsed triples according to inference rules specific to the event type, inferred triples.
Claims20
A method of customer relationship management (“CRM”) implemented in a computer system, the method comprising:
- parsing, by a parsing engine of the computer system, words of a particular CRM event from an incoming stream of CRM events into parsed triples of a description logic, the particular CRM event being an event that generated the words and being of a particular an event type from among multiple different event types that are associated with the CRM events of the stream, and the stream being implemented in a CRM application of the computer system, wherein each parsed triple of the description logic comprises elements including a respective subject, a respective predicate, and a respective object;
- and
- inferring, by an inference engine, inferred triples from the parsed triples based on inference rules that are specific to the particular event type, wherein the inference rules are implemented as elements of semantic queries comprising logical operators.
A computer system that implements customer relationship management (“CRM”), the computer system comprising a computer processor operatively coupled to computer memory, the computer processor configured to perform operations comprising:
- parsing, by a parsing engine of the computer system, words of a particular CRM event from an incoming stream of CRM events into parsed triples of a description logic, the particular CRM event being an event that generated the words and being of a particular an event type from among multiple different event types that are associated with the CRM events of the stream, and the stream being implemented in a CRM application of the computer system, wherein each parsed triple of the description logic comprises elements including a respective subject, a respective predicate, and a respective object;
- and
- inferring, by an inference engine, inferred triples from the parsed triples based on inference rules that are specific to the particular event type, wherein the inference rules are implemented as elements of semantic queries comprising logical operators.
Dependencies are inferred from the claim text.