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Help Desk agent matching system utilizing Capability Inference from Social Media

IP.com Disclosure Number: IPCOM000239134D
Publication Date: 2014-Oct-14
Document File: 4 page(s) / 60K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed are a system and method to route a help desk caller to an appropriate help desk level based on inference of the caller's skill level using enterprise characteristics (e.g., job title, role) and technical eminence. This help desk navigation construct is called the Skill Inference System (SIS).

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Help Desk agent matching system utilizing Capability Inference from Social Media

When reporting a problem to a help desk representative , a user is typically required to navigate each level of support in sequence, until the level of support necessary to resolve the user's problem is reached. For an experienced user, this can waste time for both the user and the help desk representative , as well as result in an elevated level of frustration in the user.

There are no known solutions to the problem described . The user reporting a problem to the help desk representative is always required to navigate each level of support in sequence until the user's problem is resolved.

The novel contribution is a help desk navigation construct called the Skill Inference System (SIS). When a user contacts the help desk , the users selects the category/area of the problem. The SIS then determines the caller's skill level within the topic for which the caller is seeking help. To do this, the system examines the caller's enterprise characteristics (e.g., job title, role, published skills, education courses taken, etc.) and, if inconclusive, examines the caller's technical eminence (e.g., titles and topics of publications, social media communications such as blogs, posts, etc.)

Upon determination of the user's skill level with the call topic , the SIS routes the user to the appropriate help desk support level (e.g., level 1, level 2, level 3) by determining how likely that topic area/problem has been solved for other subject matter experts with similar problems evaluated against the various help desk levels.

Thus, the novel approach is to infer user's skill level in a given topic through:

1. Examination of user's enterprise characteristics (e.g., job title, role, published skills, education courses taken, etc.)

2. Analysis of user's technical eminence (e.g., titles and topics of publications, social communications, such as, blogs, microblogs, etc.)

3. Analysis of past users' (with similar skills) resolutions and determining which help desk level was most frequently able to achieve the resolution

The process for implementing the SIS in a preferred embodiment includes :

1. Method to route the help desk caller to the appropriate level of help desk support based on problem topic and user inferred skill level

A. A user encounters a problem and contacts the help desk

B. The user indicates the topic of the problem they are reporting (e.g., responding to a voice response unit (VRU) prompt)

C. The SIS returns an inference of the user 's skill level (see method 2) with the reported topic and recommends the help desk level to which this user should be routed


D. The appropriate level of help desk support resolve the user 's problem


E. The help desk agent who resolves the user's reported problem may

indicate that the user was routed to the correct help desk level (e.g., Level 1, Level 2)

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F. For the reported topic, SIS updates with the:
i. help desk l...