The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 19, 2019
Filed:
Mar. 27, 2015
Emc Corporation, Hopkinton, MA (US);
Amihai Savir, Sansana, IL;
Eslam ElNakib, New Cairo, EG;
Lina Al Farouk, Nasr, EG;
Anat Parush Tzur, Beer-Sheva, IL;
Otniel Van-Handel, Modiin Elite, IL;
Raphael Cohen, Beer-Sheva, IL;
EMC IP Holding Company LLC, Hopkinton, MA (US);
Abstract
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.