Document performance based knowledge content management recommender system

US10152717B1 · kind B1 · utility

Assignee

• SPRINT COMMUNICATIONS COMPANY, L.P. · US

Inventors

• Dan Aldrich · Mission, US
• Mathew H. Henderson · Reno, US
• Judd Michael Smith · Overland Park, US
• Ryan Studer · Lee's Summit, US
• Lance Williams · Burbank, US
• Chris Worley · Overland Park, US

Key dates

• Filing date: May 24, 2013
• Grant date: Dec 11, 2018
• Expiry date: Jul 22, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/016
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Customer care representatives in the telecommunications industry and other service-based industries receive problem reports from customers associated with serviceIDs. These customer care representatives have access to at least one data store that contains pieces of content that may aid the customer care representative in assisting the customer. The pieces of content may be related to devices supported by the telecommunications service provider and services provided by or supported by the provider. The ability of the customer care representatives to assist customer is enhanced by returning a prioritized list of pieces of content where the priority is based on a content quality metric associated with some or all of the pieces of content. The content quality metric may be based on a plurality of factors that may each be normalized and weighted and, in some cases, combined, to determine a content quality metric that may be updated dynamically, periodically, or manually.