US 12,093,647 B2
Hierarchical search for improved search relevance
Badarinarayan Parthasarathi Burli, Bengaluru (IN)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Dec. 13, 2021, as Appl. No. 17/644,047.
Application 17/644,047 is a continuation of application No. 16/562,080, filed on Sep. 5, 2019, granted, now 11,205,047.
Prior Publication US 2022/0108072 A1, Apr. 7, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 16/48 (2019.01); G06F 16/33 (2019.01); G06F 16/332 (2019.01); G06F 40/10 (2020.01); G06F 40/284 (2020.01); G06F 16/2455 (2019.01); G06F 16/2457 (2019.01); G06F 16/483 (2019.01); G06F 40/289 (2020.01)
CPC G06F 40/284 (2020.01) [G06F 16/3329 (2019.01); G06F 16/3335 (2019.01); G06F 16/48 (2019.01); G06F 16/2455 (2019.01); G06F 16/2457 (2019.01); G06F 16/24573 (2019.01); G06F 16/483 (2019.01); G06F 40/10 (2020.01); G06F 40/289 (2020.01)] 20 Claims
OG exemplary drawing
 
10. A method, comprising:
receiving, from a client device, a search query;
retrieving a relevant set of records of a plurality of records of a managed network based on a comparison of a tokenized version of the search query with tokenized textual summaries of a plurality of records related to operation;
determining usefulness metrics for a plurality of textual comments within the relevant set of records based on a quotient of a first metric of a first type of textual content of a first textual comment of the plurality of textual comments and a second metric of a second type of textual content of the first textual comment of the plurality of textual comments;
selecting, from the relevant set of records, one or more relevant textual comments of the plurality of textual comments that have respective usefulness metrics within a pre-determined range, wherein the one or more relevant textual comments comprise historical comments corresponding to prior queries; and
providing, to the client device, a representation of the one or more relevant textual comments.