Customer self service subsystem for adaptive indexing of resource solutions and resource lookup

An adaptive resource indexing and lookup method for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of:

• a) receiving a current user query for requesting resources;
• b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user;
• c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library,
• d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system:
• and,
• e) generating a response set including said sub-set of resources that are most relevant to said user's query, whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.

A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for adaptive resource indexing and lookup for a customer self service system that performs resource search and selection, said self service system including a resource library having selectable resources, said method comprising the steps of:

• a) receiving a current user query for requesting resources,
• b) receiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user, and including context that is a function of the user;
• c) generating resource indexing functions having logic for mapping each user query and associated context vector to a sub-set of resources from said resource library;
• and,
• d) implementing supervised learning for receiving said user context data and adapting said resource indexing functions based on user interactions with said system;
• and,
• e) generating a response set including said sub-set of resources that are most relevant to said user's query whereby said adapted resource indexing functions have increased relevance and specificity for mapping user queries to resources.