摘要:
A system and method for routing customer requests to advisors is disclosed. The system and method comprises at least one customer server process for receiving customer requests and classifying the information to produce a classified request, the classified request comprising the original request and at least one attribute. The system further comprises at least one advisor server process for receiving the classified requests, comparing the classified requests by associated profiles from the advisors to find matching attributes with classified request, and creating a connection between the requesting customer and at least one advisor, the at least one advisor having submitted a profile with matching attributes. A routing system in accordance with the present invention reduces response time to a problem and saves advisor time. The system also provides for an automatic response to frequent problems at increased efficiency. Finally, a system and method in accordance with the present invention is widely applicable to online shopping and customer service.
摘要:
A method and structure for performing a database search includes searching a database using a query (searching producing result items), and ranking the result items based on one or more of a frequency of an occurrence of in-links and out-links in each of the result items.
摘要:
A system, method, and computer program product for interactively classifying and analyzing data is particularly applicable to classification and analysis of textual data. It is particularly useful in identification of helpdesk inquiry and problem categories amenable to automated fulfillment or solution. A dictionary is generated based on a frequency of occurrence of words in a document set. A count of occurrences of each word in the dictionary within each document in the document set is generated. The set of documents is partitioned into a plurality of clusters. A name, a centroid, a cohesion score, and a distinctness score are generated for each cluster and displayed in a table. The documents contained in the clusters sorted based on their similarity to other documents in the cluster. The similarity may be determined by calculating the distance of the document to the centroid of the cluster and the documents may be sorted in order of ascending or descending distance of the document to the centroid of the cluster. Editing input may be received from a user and the displayed table modified based on the received editing input—clusters may be split or deleted. The helpdesk application area is only one of many areas to which the present invention may be advantageously applied. One of ordinary skill in the art would recognize that any set of text documents may be classified and subsequently analyzed using the present invention.
摘要:
A system and method for automatic generation of a comparison list given two different classifications, and automatic sorting of the list in order of similarity. A first dictionary is generated including a subset of words contained in a first document set, the first document set including at least one document and having an associated first classification including at least one class, each class having a class name. A second dictionary is generated including a subset of words contained in a second document set, the second document set including at least one document and having an associated second classification including at least one class, each class having a class name. A common dictionary including words that are common to both the first dictionary and the second dictionary is generated. A count of occurrences of each word in the common dictionary within each document in each document set is generated. A centroid of each class in the space of the common dictionary is generated. A nearest centroid in the second classification for each centroid in the first classification is determined. A list is generated including class names of each class in the first classification and a class name of a corresponding nearest class in the second classification and the class names in the first classification are sorted based on a distance from a nearest centroid in the second classification.
摘要:
A method and analytics tools for information mining incorporating domain specific knowledge and conceptual structures are disclosed, the method including: providing a first set of documents related to a first topic of interest; using a first taxonomy to categorize the first set of documents into a set of categories; providing a second set of documents related to a second topic of interest; categorizing the second set of documents according to the set of categories of the first set of documents; using an element of domain knowledge to re-categorize the first set of documents; and examining a category to identify a document of interest.
摘要:
A method is disclosed for use with at least one initial document describing a technical concept suitable for licensing, the method comprising: retrieving a set of intellectual property documents from a data warehouse; partitioning the set of intellectual property documents into a plurality of document categories; classifying the set of intellectual property documents by an industry parameter; constructing a contingency table that includes a listing of industry classifications for each of the document categories, and identifying documents within a particular one of the document categories that have different industry classifications so as to identify at least one potential new licensee industry of the technical concept described in the initial document.
摘要:
A method and analytics tools for locating experts with specific sets of expertise are disclosed, the method including providing a collection of documents P0; generating categories representing fields of expertise derived from the collection of documents P0; refining the taxonomy of the categories by applying user domain knowledge; extracting structured fields from the collection of documents P0; constructing a contingency table having a first axis defined by the extracted structured fields and a second axis defined by the categories; and using the contingency table to identify a set of experts having a related expertise. The method may also include a network graph analysis that aids visualization of the relationship between people and expertise.
摘要:
A method and system for interesting relationships in text documents includes generating a dictionary of keywords in the text documents, forming categories of the text documents using the dictionary and an automated algorithm, counting occurrences of the structured variables, categories and structured variable/category combinations in the text documents, and calculating probabilities of occurrences of the structured variable/category combinations.
摘要:
A method and analytics tools for locating experts with specific sets of expertise are disclosed, the method including providing a collection of documents P0; generating categories representing fields of expertise derived from the collection of documents P0; refining the taxonomy of the categories by applying user domain knowledge; extracting structured fields from the collection of documents P0; constructing a contingency table having a first axis defined by the extracted structured fields and a second axis defined by the categories; and using the contingency table to identify a set of experts having a related expertise. The method may also include a network graph analysis that aids visualization of the relationship between people and expertise.
摘要:
A system and method automatically identify candidate helpdesk problem categories that are most amenable to automated solutions. The system generates a dictionary wherein each word in the text data set is identified, and the number of documents containing these words is counted, and a corresponding count is generated. The documents are partitioned into clusters. For each generated cluster, the system sorts the dictionary terms in order of decreasing occurrence frequency. It then determines a search space by selecting the top dictionary terms as specified by a user defined depth of search. Next, the system chooses a set of terms from the search space as specified by a user-defined value indicating the desired level of detail. For each possible combination of frequent terms in the search space, the system finds the set of examples containing all the terms, and then determines if the frequency is sufficiently high and the overlap sufficiently low for this candidate set of examples to be a frequently asked question.