Patent ID: 9058362
Filing Date: 2015-06-16
Classification: G06F,G06N

Abstract:
1. A computer implemented enterprise search apparatus, comprising: one or more repositories comprising electronic storage media available within an enterprise; an electronic database storing therein information related to one or more users; a processor implemented search engine for receiving user queries via a user interface and, responsive thereto, performing searches on said one or more repositories; upon receiving a user query from a user, said search engine identifying the user and fetching information related to the user from said database, the information fetched from said database comprising: wherein information fetched from said database also depends on said user query; a processor implemented recommendation engine for receiving from said search engine information fetched from said database by said search engine; said recommendation engine probabilistically predicting a user issue type based upon both of the information related to the user fetched from the database and the search query from the user; said probability engine determining probability for a given issue type/resolution need as a function of any of user attributes from CRM and other sources, history of prior contacts through all channels, behavior on a website, behavior on the Web before coming into a website and the search query from the user; said recommendation engine executing an algorithm for predicting a probability that a given issue is an issue of interest for the user and returns results to the user related to said issue of interest; and wherein meta data of chats comprises average handle time, average response time, disposition, standard deviation of response times, number of customer lines, and number of agent lines.