Identifying relevant material for cases
US10552464B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 18, 2014 |
| Grant date | Feb 4, 2020 |
| Priority date | — |
| Expiry date | Aug 26, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/3334
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.