Abstract: The systems and methods described herein relate to mapping and identifying expert resources. The systems and methods described herein may provide a set of technologies, that work together as one solution, to effectively and efficiently resolve user questions. A cognitive engine may autonomously learn which experts have the knowledge to quickly solve a question or whether a previous question is similar enough to provide a solution instantly. Using machine learning, a know-how map may be created, linking all of the users of the system with their areas of expertise. Expert resources among the users may be mapped by determining connections between topics (and their corresponding tags) and calculating an expert score related to each topic for each user. These connections and expert scores are subsequently used during expert routing for each new question, to find those users with the expertise to give the best possible solution.
Type:
Application
Filed:
March 4, 2019
Publication date:
September 5, 2019
Applicant:
Starmind International AG
Inventors:
Marc VONTOBEL, Stijn VERMEEREN, Joachim OTT
Abstract: The systems and methods described herein relate to mapping and identifying expert resources. The systems and methods described herein may provide a set of technologies, that work together as one solution, to effectively and efficiently resolve user questions. A cognitive engine may autonomously learn which experts have the knowledge to quickly solve a question or whether a previous question is similar enough to provide a solution instantly. Using machine learning, a know-how map may be created, linking all of the users of the system with their areas of expertise. Expert resources among the users may be mapped by determining connections between topics (and their corresponding tags) and calculating an expert score related to each topic for each user. These connections and expert scores are subsequently used during expert routing for each new question, to find those users with the expertise to give the best possible solution.
Type:
Grant
Filed:
March 2, 2018
Date of Patent:
March 5, 2019
Assignee:
Starmind International AG
Inventors:
Marc Vontobel, Stijn Vermeeren, Joachim Ott