System and method for identifying and providing personalized self-help content with artificial intelligence in a customer self-help system

摘要

A customer self-help system employs artificial intelligence to generate personalized self-help content that is responsive to a user query submitted to the customer self-help system, according to one embodiment. The customer self-help system includes a pre-processor that characterizes and categorizes the self-help content into self-help content components, by using one or more content processing algorithms (e.g., a natural language processing algorithm), according to one embodiment. The customer self-help system includes an intent extractor engine that determines characteristics of the user query based on the user query and user profile data, according to one embodiment. The customer self-help system aggregates portions of the self-help content components into a personalized self-help content by matching characteristics of the user query with characteristics of the self-help content, according to one embodiment.