ISSUE ASSIGNMENT WITH HOP FEEDBACK

Systems and methods are provided for assigning an issue for resolution using natural language processing (NLP) and updating recognition scores for individual/teams accurately redirecting an issue to a different individual/team having a greater ability to resolve it. An issue is analyzed using NLP, a...

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Bibliographische Detailangaben
Hauptverfasser:	Hicks, Andrew C. M, Werner, John S, Frota, Rafaela, Gholami, Faezeh
Format:	Patent
Sprache:	eng
Schlagworte:	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
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Beschreibung
Zusammenfassung:	Systems and methods are provided for assigning an issue for resolution using natural language processing (NLP) and updating recognition scores for individual/teams accurately redirecting an issue to a different individual/team having a greater ability to resolve it. An issue is analyzed using NLP, and the text is compared to each individual/team's corpus of issues to derive a match percentage. A list is built which ranks individuals/teams by the match percentage. Weights are applied to each individual/team in the list, based on their corresponding recognition scores in their profiles in a profile database. The recognition scores indicate an ability to recognize correct reassignment with a degree of accuracy above a threshold. The list is reordered based on the applied weights, and the issue is assigned to the individual/team having a highest rank.