Method and system for dynamic recommendation of experts for resolving queries
Disclosed herein is a method and a system for dynamic recommendation of experts for resolving queries. The method comprises generating expert scores for each expert connected to the system. A ranked order list of all the experts is generated based on the expert scores and availability of the experts...
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| creator | Ramanna, RamPrasad Kanakatte Narayana, Vinay Pandey, Garima |
| description | Disclosed herein is a method and a system for dynamic recommendation of experts for resolving queries. The method comprises generating expert scores for each expert connected to the system. A ranked order list of all the experts is generated based on the expert scores and availability of the experts. Further, an expert having the highest expert score in the ranked order list is recommended for resolving the user queries by establishing a communication session between user and the recommended expert. The expert score for the recommended expert is updated in real-time based on information collected from the communication session. The disclosed method helps in reducing total number of service tickets being generated for resolving a set of user queries, thereby reducing total waiting period and the resolution period. |
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The method comprises generating expert scores for each expert connected to the system. A ranked order list of all the experts is generated based on the expert scores and availability of the experts. Further, an expert having the highest expert score in the ranked order list is recommended for resolving the user queries by establishing a communication session between user and the recommended expert. The expert score for the recommended expert is updated in real-time based on information collected from the communication session. The disclosed method helps in reducing total number of service tickets being generated for resolving a set of user queries, thereby reducing total waiting period and the resolution period.</description><language>eng</language><subject>CALCULATING ; COMPUTING ; COUNTING ; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ; PHYSICS ; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</subject><creationdate>2020</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20200310&DB=EPODOC&CC=US&NR=10586188B2$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,780,885,25564,76547</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20200310&DB=EPODOC&CC=US&NR=10586188B2$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>Ramanna, RamPrasad Kanakatte</creatorcontrib><creatorcontrib>Narayana, Vinay</creatorcontrib><creatorcontrib>Pandey, Garima</creatorcontrib><title>Method and system for dynamic recommendation of experts for resolving queries</title><description>Disclosed herein is a method and a system for dynamic recommendation of experts for resolving queries. 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The disclosed method helps in reducing total number of service tickets being generated for resolving a set of user queries, thereby reducing total waiting period and the resolution period.</description><subject>CALCULATING</subject><subject>COMPUTING</subject><subject>COUNTING</subject><subject>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</subject><subject>PHYSICS</subject><subject>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</subject><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2020</creationdate><recordtype>patent</recordtype><sourceid>EVB</sourceid><recordid>eNqNykEOATEUBuBuLAR3eA4gMYR0TYjNrLCeNO1fmkz7qq_E3F4iDmD1bb6xalvUOzsyyZEMUhHJcyE3JBODpQLLMSI5UwMnYk94Z5Qq31Ug3L9CutHjiRIgUzXyphfMfk7U_Hi47E8LZO4g2Vgk1O56bpYbvW203q3W_5wPEd426g</recordid><startdate>20200310</startdate><enddate>20200310</enddate><creator>Ramanna, RamPrasad Kanakatte</creator><creator>Narayana, Vinay</creator><creator>Pandey, Garima</creator><scope>EVB</scope></search><sort><creationdate>20200310</creationdate><title>Method and system for dynamic recommendation of experts for resolving queries</title><author>Ramanna, RamPrasad Kanakatte ; Narayana, Vinay ; Pandey, Garima</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_US10586188B23</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2020</creationdate><topic>CALCULATING</topic><topic>COMPUTING</topic><topic>COUNTING</topic><topic>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</topic><topic>PHYSICS</topic><topic>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</topic><toplevel>online_resources</toplevel><creatorcontrib>Ramanna, RamPrasad Kanakatte</creatorcontrib><creatorcontrib>Narayana, Vinay</creatorcontrib><creatorcontrib>Pandey, Garima</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Ramanna, RamPrasad Kanakatte</au><au>Narayana, Vinay</au><au>Pandey, Garima</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>Method and system for dynamic recommendation of experts for resolving queries</title><date>2020-03-10</date><risdate>2020</risdate><abstract>Disclosed herein is a method and a system for dynamic recommendation of experts for resolving queries. 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| subjects | CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR |
| title | Method and system for dynamic recommendation of experts for resolving queries |
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