Automatic case assignment based on learned expertise of prior caseload
US9792554B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 15, 2014 |
| Grant date | Oct 17, 2017 |
| Priority date | — |
| Expiry date | Dec 26, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N5/04
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A mechanism is provided in a data processing system for automatic case assignment. The mechanism extracts features from a machine readable form of a case to be assigned. An expertise classifier generates an initial case assignment matrix matching the case to a plurality of caseworkers based on the extracted features, a caseworker relationship graph, and an entity relationship graph. A personnel filter filters the initial case assignment matrix based on expertise, availability, and caseload of the plurality of caseworkers to form a final caseworker assignment. The mechanism assigns the case to an identified caseworker based on the final caseworker assignment.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.