Patent Document ID: 9058362
Application ID: 13443782

Base Claim:
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: prior search words and results for searches performed by the user and other users who may be associated with the user; a trail of the user in an enterprise domain; a trail of the user prior to visiting the enterprise domain; text mined chat transcripts; meta data of chats; text mined voice transcripts; information present in social networks; information related to the user, including attributes from a CRM system about the user such as billing data, past bills, mobile plan; data from enterprise pages; and forms filled by the user; 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.

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Claim 14:
14. The apparatus of claim 1 , said user interface comprising any of a web site and an application available to the user.