Expert recommendation leveraging topic clusters derived from unstructured text data
US10235452B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 27, 2015 |
| Grant date | Mar 19, 2019 |
| Priority date | — |
| Expiry date | Jul 27, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/9535
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An apparatus comprises a processing platform configured to implement an expert recommender engine. The expert recommender engine receives information relating to a communication from a user device, and identifies at least one subject matter expert for the communication based on the received information and unstructured text data of a service events database. The expert recommender engine is associated with a clustering module that separates the unstructured text data into topic clusters. The expert recommender engine comprises a collaborative filtering module that receives the topic clusters from the clustering module and utilizes the topic clusters to identify the subject matter expert. The user device is connected with an expert device corresponding to the identified subject matter expert. The expert recommender engine may utilize structured data, social media data and customer satisfaction survey data in combination with the received information and the topic clusters to identify the subject matter expert.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.