Method and apparatus for predictive enrichment of search in an enterprise
First Claim
Patent Images
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.
2 Assignments
0 Petitions
Accused Products
Abstract
With regard to searches and, more particularly, to searches performed on information repositories belonging to an enterprise, a centralized management system is used by the enterprise to manage the predictive search experience for users. A system offers a rich resolution experience to the end users based on user intent as determined from a variety of mechanisms, such as keywords, end user journey, clustered journey, etc. Also disclosed herein is a system that derives and offers various suggestions to end users to help them accomplish their objectives.
-
Citations
20 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
-
-
15. A computer implemented method for enterprise searching, comprising:
-
providing a processor implemented search engine receiving a user search query from the user and fetching relevant information from an electronic 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; said search engine sending information fetched from said database to a processor implemented recommendation engine; said recommendation engine probabilistically predicting an issue type given the information related to the user fetched from the database and the search query from the user; a 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; said recommendation engine sending a resulting predicted search query to the search engine; and said search engine returning corresponding results to said user. - View Dependent Claims (16, 17, 18, 19, 20)
-
Specification