SYSTEM AND METHOD TO PRESENT A SUMMARIZED TASK VIEW IN A CASE MANAGEMENT SYSTEM

• US 20170270439A1
• Filed: 03/31/2017
• Published: 09/21/2017
• Est. Priority Date: 06/30/2014
• Status: Active Grant

• Current Assignee: Open Text Corporation
• Original Assignee: Open Text Corporation
• Inventors: Volchegursky, Dmitry, Shpilyuck, Boris, Korshunov, Dmitry, Wei, Shu-Shang Sam
• Granted Patent: US 10,169,730 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/93 Document management systems
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis

Abstract

A system and method is illustrated for providing information related to a task in a case management system configured to process a plurality of cases. The system and method includes identifying among the plurality of cases case clusters, for a case cluster of the case clusters, identifying task clusters, wherein each of task cluster is associated with a task similarity factor shared by at least two tasks of the task cluster, and tasks of the task clusters are performed on cases of the case cluster, analyzing reports and documents used to perform the at least two tasks of the task cluster sharing the task similarity factor, and when performing a task sharing the task similarity factor with the at least two tasks, providing at least one report based on the reports and at least one summary based on the documents.

Claims

1. A computer implemented method for providing information related to a task in a case management system configured to process a plurality of cases, the computer implemented method comprising:

clustering the plurality of cases, by a server, into a plurality of case clusters, wherein each of the plurality of case clusters is associated with a case similarity factor shared by at least two cases of the plurality of cases;

for a case cluster of the plurality of case clusters, identifying, by the server, a plurality of task clusters, wherein each of the plurality of task clusters is associated with a task similarity factor shared by at least two tasks of the task cluster, and tasks of the plurality of task clusters are performed on cases of the case cluster;

analyzing, by the server, reports and documents used to perform the at least two tasks of the task cluster sharing the task similarity factor; and

when performing a task sharing the task similarity factor with the at least two tasks, providing, by the server, at least one report based on the reports and at least one summary based on the documents.

2. The method of claim 1, further comprising:

prior to performing a new task on an underlying case,

determining, by the server, with which case cluster the underlying case is associated and identifying with which task cluster of the determined case cluster the new task is associated;

including, by the server, the new task in the identified task cluster; and

providing, by the server, the at least one report and the at least one summary to facilitate performing the new task.

3. The method of claim 1, wherein analyzing, by the server, the reports and the documents used to perform the at least two tasks of the task cluster sharing the task similarity factor includes:

monitoring, by the server, a filter criterion to generate the reports; and

associating, by the server, the filter criterion and the reports with the at least two tasks.

4. The method of claim 1, wherein analyzing, by the server, the reports and the documents used to perform the at least two tasks of the task cluster sharing the task similarity factor includes:

monitoring, by the server, when the documents satisfying a search query included in a request for the documents is identified;

detecting, by the server, a request to access a selected document of the documents; and

comparing semantic entities in the selected document with the search query and with case metadata of the case with which the task is associated to determine why the selected document is relevant to the task.

5. The method of claim 4, wherein the at least one summary is generated based on the semantic entities and a result of the comparing the semantic entities in the selected document with the search query and with case metadata.

6. The method of claim 1, wherein the at least one summary is generated based on searches conducted inside the documents when performing the task, and the searches include keyword searches of the documents.

7. The method of claim 1, wherein the at least one summary is generated based on analytic data collected when the documents are viewed to perform the task, and the analytic data collection includes input device tracking and output device tracking when the documents are viewed.

8. The method of claim 1, wherein the at least one summary is generated by applying a document summarization algorithm to searches conducted inside the documents, a tracking of document review, and semantic entities extracted from the documents.

9. The method of claim 1, wherein the case similarity factor is related to at least one of geographical case specific parameters and contextual case specific parameters.

10. The method of claim 9, wherein identifying among the plurality of cases, by the server, the plurality of case clusters includes:

extracting semantic entities from the plurality of cases;

creating at least one data vector based at least on case metadata and the semantic entities of each of the plurality of cases; and

using the at least one data vector to categorize the plurality of cases into the plurality of case clusters based on the case similarity factor.

11. The method of claim 9, wherein for the case cluster of the plurality of case clusters, identifying, by the server, the plurality of task clusters includes:

based on the task similarity factor, using task metadata, case metadata, and semantic entities to categorize the tasks into the plurality of task clusters, wherein the semantic entities are extracted from case documents used in performing the tasks, wherein the task similarity factor is related to the case similarity factor and task specific parameters.

12. A system for providing information related to a task in a case management system configured to process a plurality of cases, the system comprising:

a case categorizer, residing on a server, to identify among the plurality of cases a plurality of case clusters, wherein each of the plurality of case clusters is associated with a case similarity factor shared by at least two cases of the plurality of cases;

a task categorizer, operatively coupled to the case categorizer, for a case cluster of the plurality of case clusters, to identifying a plurality of task clusters, wherein each of the plurality of task cluster is associated with a task similarity factor shared by at least two tasks of the task cluster, and tasks of the plurality of task clusters are performed on cases of the case cluster;

an activity monitor, operatively coupled to the case categorizer and the task categorizer, to analyze reports and documents used to perform the at least two tasks of the task cluster sharing the task similarity factor and collect analytic data based on an analysis of the reports and documents; and

a list manager, operatively coupled to the activity monitor, when the server executes a task sharing the task similarity factor with the at least two tasks, to provide on an output device at least one report based on the reports and at least one summary based on the documents.

13. The system of claim 12, wherein the activity monitor includes:

a filter monitor to monitor a filter criterion to generate a report in the reports when performing a task in the task cluster; and

a report filter recorder to associate the filter criterion and the report with the task.

14. The system of claim 12, wherein the activity monitor includes:

a document query monitor to monitor a search query and the documents satisfying the search query;

a search monitor to detect a request to access a selected document of the documents and detect keywords searched inside the selected documents; and

a search semantic analyzer to compare semantic entities in the selected document with the search query, the keyword, and with case metadata of the case with which the task is associated to determine why the selected document and the keywords are relevant to the task.

15. The system of claim 14, wherein the list manager includes:

a search summarizer to generate the at least one summary based on the semantic entities and a result of a comparison among semantic entities in the selected document with the search query, the keyword and the case metadata of the case.

16. The system of claim 12, wherein the activity monitor includes:

a tracking module, when the documents are viewed on an output device, to receive an output signal from the output device and an input signal from an input device indicative of a view location and a view time in the documents; and

an analytic data collection module to generate analytic data based on the view location and the view time in the documents, wherein the analytic data indicates which parts of the documents are viewed the most.

17. The system of claim 16, wherein the list manager includes:

a document view summarizer to generate the at least one summary based on the analytic data when executing the task.

18. The system of claim 12, wherein the list manager includes:

a semantic entity extraction module to generate the at least one summary based on semantic entities extracted from the documents.

19. The system of claim 12, wherein the list manager includes:

a document summarizer to generate the at least one summary by applying a document summarization algorithm to searches conducted inside the documents, a document tracking, and semantic entities extracted from the documents.

20. A machine-readable medium including instructions embodied in a tangible, non-transitory, computer readable storage medium and comprising computer instructions executable by a processor to perform a computer implemented method for providing information related to a task in a case management system configured to process a plurality of cases, the computer implemented method comprising:

clustering, by a server, a plurality of cases into a plurality of case clusters, wherein each of the plurality of case clusters is associated with a case similarity factor shared by at least two cases of the plurality of cases;

for a case cluster of the plurality of case clusters, identifying, by the server, a plurality of task clusters, wherein each of the plurality of task clusters is associated with a task similarity factor shared by at least two tasks of the task cluster, and tasks of the plurality of task clusters are performed on cases of the case cluster;

analyzing, by the server, reports and documents used to perform the at least two tasks of the task cluster sharing the task similarity factor; and

when performing a task sharing the task similarity factor with the at least two tasks, providing, by the server, at least one report based on the reports and at least one summary based on the documents.