Emc IP Holding Company LLC

Lina Al Farouk

Amihai Savir

Anat Parush Tzur

Raphael Cohen

Otniel Van-Handel

Eslam ElNakib

An apparatus comprises a processing platform configured to implement an expert recommender engine. The expert recommender engine receives information relating to a communication from a user device, and identifies at least one subject matter expert for the communication based on the received information and unstructured text data of a service events database. The expert recommender engine is associated with a clustering module that separates the unstructured text data into topic clusters. The expert recommender engine comprises a collaborative filtering module that receives the topic clusters from the clustering module and utilizes the topic clusters to identify the subject matter expert. The user device is connected with an expert device corresponding to the identified subject matter expert. The expert recommender engine may utilize structured data, social media data and customer satisfaction survey data in combination with the received information and the topic clusters to identify the subject matter expert.

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Nasr, Egypt

Lina Al Farouk