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US 2026/0300337 A1Published application
Support service system with supplemental natural language question generation using a generative service
AssigneeAtlassian Pty Ltd.
InventorsNisha Iyer, Joseph Andrew DeGregorio, Thomas Andrew Albrecht
Life of this patent
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Abstract
A computer-implemented method may generate questions in response to a user input, where the questions are configured to elicit additional information that is specifically relevant to solving or otherwise satisfying the user's input.
Claims20
A computer-implemented method of generating questions in response to a user input, the method comprising:
- receiving a natural language input from a graphical user interface of a client application operating on a client device;
- analyzing the natural language input using a support-request analysis engine to determine a sufficiency condition;
- in accordance with a determination that the sufficiency condition is not satisfied, generating a set of recommended data item queries;
- analyzing the set of recommended data item queries to identify a group of data item queries for which answers were not included in the natural language input;
- analyzing the identified group of data item queries to identify redundant data item queries that are directed to eliciting same information;
- generating a representative data item query for the redundant data item queries;
- including the representative data item query in the identified group of data item queries;
- for a data item query of the identified group of data item queries, generating a natural language query string for eliciting, from a user, an answer to the data item query, comprising:
- generating a question generation prompt comprising predetermined query prompt text and the data item query;
- providing the question generation prompt to a generative output engine;
- and
- receiving the natural language query string from the generative output engine;
- causing display of the natural language query string to the user;
- receiving, from the user, a response including the answer to the data item query;
- generating an issue record including the answer to the data item query;
- and
- storing the issue record in association with an issue tracking system.
14 more elements
A computer-implemented method of generating questions in response to a user input, the method comprising:
- receiving a natural language input from a graphical user interface of a client application operating on a client device;
- obtaining a group of recommended data item queries, the group of recommended data item queries including text extracted from at least one knowledge base document of a set of knowledge base documents;
- ranking the group of recommended data item queries based on a relevance of the recommended data item queries to a subject of the natural language input, comprising:
- generating a first prompt comprising predetermined first query prompt text, text from the group of recommended data item queries, and the natural language input;
- providing the first prompt to a generative output engine;
- and
- receiving, from the generative output engine, a ranking of the recommended data item queries of the group of recommend data item queries;
- selecting, based on the ranking, at least one data item query from the recommended data item queries;
- for the selected at least one data item query, generating a natural language query string for eliciting, from a user, an answer to the at least one data item query, comprising:
- generating a question generation prompt comprising predetermined second query prompt text and the at least one data item query;
- providing the question generation prompt to the generative output engine;
- and
- receiving the natural language query string from the generative output engine;
- causing display of the natural language query string to the user;
- receiving, from the user, a response including the answer to the at least one data item query;
- and
- storing the answer to the at least one data item query in association with the natural language input.
14 more elements
A system of a support platform, the system comprising:
- one or more processing units;
- computer readable memory storing computer readable instructions that when executed by the one or more processing units cause the system to:
- receive a natural language input, the natural language input provided to a support request graphical user interface of a client application operating on a client device;
- obtain a set of recommended data item queries;
- analyze the set of recommended data item queries to identify a subset of data item queries for which answers were not included in the natural language input, the analyzing comprising, for a recommended data item query of the set of recommended data item queries:
- generating a second prompt comprising predetermined query prompt text, the recommended data item query, and the natural language input;
- providing the second prompt to a generative output engine;
- receiving, from the generative output engine, a generative response;
- and
- analyzing the generative response to determine whether an answer to the recommended data item query was included in the natural language input;
- generate a composite data item query from at least a first data item query and a second data item query from the subset of data item queries, the composite data item query configured to elicit information for the first data item query and the second data item query;
- generate a natural language query string for eliciting an answer to the composite data item query;
- cause display of the natural language query string in the support request graphical user interface;
- receive a response including the answer to the composite data item query;
- and
- store the answer to the composite data item query in association with the natural language input.
13 more elements
Dependencies are inferred from the claim text.