Patent Application
20160078348
The present application relates generally to an improved data processing apparatus and method and more specifically to mechanisms for automatic case assignment based on learned expertise of prior caseload.
Assignment of a case to a caseworker may consume a great deal of time trying to determine how to direct the case. The prior art focuses on call center mechanics, routing, and agent assignment based on either a directed scheme, such as round robin, to the agent who has waited the longest, etc., a rating scheme based on sales performance of the agent, agent qualifications, native language, etc. The prior art may use an approach where a call center application interprets the speech of the caller to determine keywords to use for the routing. The aim of such approaches is to either pair up a customer sales agent to a prospective paying customer or to match a customer inquiry to a predefined set of possible query categories e.g., “pay balance,” “technical support,” “new account,” etc.).
in one illustrative embodiment, a method, in a data processing system, is provided for automatic case assignment. The method comprises extracting, by the data processing system, features from a machine readable form of a case to be assigned. The method further comprises generating, by an expertise classifier in the data processing system, an initial case assignment matrix matching the case to a plurality of caseworkers based on the extracted features, a caseworker relationship graph, and an entity relationship graph. The method further comprises filtering, by a personnel filter in the data processing system, the initial case assignment matrix based on expertise, availability, and caseload of the plurality of caseworkers to form a final caseworker assignment. The method further comprises assigning, by the data processing system, the case to an identified caseworker based on the final caseworker assignment.
In other illustrative embodiments, a computer program product comprising a computer useable or readable medium having a computer readable program is provided. The computer readable program, when executed on a computing device, causes the computing device to perform various ones of, and combinations of, the operations outlined above with regard to the method illustrative embodiment.
In yet another illustrative embodiment, a system/apparatus is provided. The system/apparatus may comprise one or more processors and a memory coupled. to the one or more processors. The memory may comprise instructions which, when executed by the one or more processors, cause the one or more processors to perform various ones of, and combinations of, the operations outlined above with regard to the method illustrative embodiment.
These and other features and advantages of the present invention will be described in, or will become apparent to those of ordinary skill in the art in view of, the following detailed description of the example embodiments of the present invention.
The invention, as well as a preferred mode of use and further objectives and advantages thereof, will best be understood by reference to the following detailed description of illustrative embodiments when read in conjunction with the accompanying drawings, wherein:
The illustrative embodiments provide a mechanism to pair up a complex problem (i.e., the case) with a person who will evaluate the complex problem (i.e., the caseworker) based on a multi-tiered statistical machine learning approach. The illustrative embodiments provide a mechanism to assign cases based on the natural language learning of prior case files. The mechanism learns the expertise of each caseworker from prior cases and rates the expertise of a given caseworker based on the language in a new case. The mechanism also takes into account caseworker relationship graph centrality (i.e., how important a caseworker is to the caseworker network), caseworker relationships to name entities (positive and negative), as well as caseworker caseload and availability.
Before beginning the discussion of the various aspects of the illustrative embodiments, it should first be appreciated that throughout this description the term “mechanism” will be used to refer to elements of the present invention that perform various operations, functions, and the like. A “mechanism,” as the term is used herein, may be an implementation of the functions or aspects of the illustrative embodiments in the form of an apparatus, a procedure, or a computer program product. In the case of a procedure, the procedure is implemented by one or more devices, apparatus, computers, data processing systems, or the like. In the case of a computer program product, the logic represented by computer code or instructions embodied in or on the computer program product is executed by one or more hardware devices in order to implement the functionality or perform the operations associated with the specific “mechanism.” Thus, the mechanisms described herein may be implemented as specialized hardware, software executing on general purpose hardware, software instructions stored on a medium such that the instructions are readily executable by specialized or general purpose hardware, a procedure or method for executing the functions, or a combination of any of the above.
The illustrative embodiments may be utilized in many different types of data processing environments. In order to provide a context for the description of the specific elements and functionality of the illustrative embodiments,
In the depicted example, server 104 and server 106 are connected to network 102 along with storage unit 108. In addition, clients 110, 112, and 114 are also connected to network 102. These clients 110, 112, and 114 may be, for example, personal computers, network computers, or the like. In the depicted example, server 104 provides data, such as boot files, operating system images, and applications to the clients 110, 112, and 114. Clients 110, 112, and 114 are clients to server 104 in the depicted example. Distributed data processing system 100 may include additional servers, clients, and other devices not shown.
In the depicted example, distributed data processing system 100 is the Internet with network 102 representing a worldwide collection of networks and gateways that use the Transmission Control Protocol/Internet Protocol (TCP/IP) suite of protocols to communicate with one another. At the heart of the Internet is a backbone of high-speed data communication lines between major nodes or host computers, consisting of thousands of commercial, governmental, educational and other computer systems that route data and messages. Of course, the distributed data processing system 100 may also be implemented to include a number of different types of networks, such as for example, an intranet, a local area network (LAN), a wide area network (WAN), or the like. As stated above,
In the depicted example, data processing system 200 employs a hub architecture including north bridge and memory controller hub (NB/MCH) 202 and south bridge and input/output (I/O) controller hub (SB/ICH) 204. Processing unit 206, main memory 208, and graphics processor 210 are connected to NB/MCH 202, Graphics processor 210 may be connected to NB/MCH 202 through an accelerated graphics port (AGP).
In the depicted example, local area network (LAN) adapter 212 connects to SB/ICH 204. Audio adapter 216, keyboard and mouse adapter 220, modem 222, read only memory (ROM) 224, hard disk drive (HDD) 226, CD-ROM drive 230, universal serial bus (USB) ports and other communication ports 232, and PCI/PCIe devices 234 connect to SB/ICH 204 through bus 238 and bus 240. PCI/PCIe devices may include, for example, Ethernet adapters, add-in cards, and PC cards for notebook computers. PCI uses a card bus controller, while PCIe does not. ROM 224 may be, for example, a flash basic input/output system (BIOS).
HDD 226 and CD-ROM drive 230 connect to SB/ICH 204 through bus 240. HDD 226 and CD-ROM drive 230 may use, for example, an integrated drive electronics (IDE) or serial advanced technology attachment (SATA) interface. Super I/O (SIO) device 236 may be connected to SB/ICH 204.
An operating system runs on processing unit 206. The operating system coordinates and provides control of various components within the data processing system 200 in
As a server, data processing system 200 may be, for example, an IBM eServer™ System p® computer system, Power™ processor based computer system, or the like, running the Advanced Interactive Executive (AIX®) operating system or the LINUX® operating system. Data processing system 200 may be a symmetric multiprocessor (SMP) system including a plurality of processors in processing unit 206. Alternatively, a single processor system may be employed.
Instructions for the operating system, the object-oriented programming system, and applications or programs are located on storage devices, such as HDD 226, and may be loaded into main memory 208 for execution by processing unit 206. The processes for illustrative embodiments of the present invention may be performed by processing unit 206 using computer usable program code, which may be located in a memory such as, for example, main memory 208, ROM 224, or in one or more peripheral devices 226 and 230, for example.
A bus system, such as bus 238 or bus 240 as shown in
Those of ordinary skill in the art will appreciate that the hardware in
Moreover, the data processing system 200 may take the form of any of a number of different data processing systems including client computing devices, server computing devices, a tablet computer, laptop computer, telephone or other communication device, a personal digital assistant (PDA), or the like. In some illustrative examples, data processing system 200 may be a portable computing device that is configured with flash memory to provide non-volatile memory for storing operating system files and/or user-generated data, for example. Essentially, data processing system 200 may be any known or later developed data processing system without architectural limitation.
Training component 320 constructs the caseworker relationship graph from caseworker relationships deduced from prior caseloads. Once the graph is constructed, training component 320 makes centrality measurements to determine the degree of each caseworker node (i.e., the number of incident vertices) and “betweenness” (i.e., the number of times a node is a bridge in the shortest path between two other nodes).
In addition to graphing caseworker relationships, training component 320 graphs named entity relationships from parsing prior caseloads, as well as using caseworker disclosures, if needed for a particular type of casework. Once the entity graph is constructed, training component 320 walks the graph to determine positive and/or negative relationships.
The illustrative embodiment depicted in
In an alternative embodiment, training component 320 receives an initial set of parameters to generate a set of case assignments and allows users to provide feedback. Training component 320 then derives the weights that scale to the case assignments generated in this manner.
In yet another example embodiment, training component 320 uses a Bayesian classifier, entropy-based model, such as a decision tree or another appropriate technique known in the art.
Returning to
Classifier 314 is multi-tiered with each tier having customizable weighting. The first tier is the naïve Bayes keyword classifier. A Bayesian network is a probabilistic graphical model that represents a set of random variables and their conditional independencies via a directed acyclic graph (DAG). For example, a Bayesian network could represent the probabilistic relationships between caseworkers and between caseworkers and clients. The second tier consists of entity weightings (positive for positive entity relationships, negative and/or flagging for negative relationships, such as conflicts of interest), which are extracted by walking the entity graph. Classifier 314 uses caseworker disclosure information as input to an entity graph constructor. A final tier of classifier 314 generates the caseworker graph, initial caseworker match matrix 315, which is constructed from relationships built from prior case assignments (centrality assessment).
The initial caseworker match matrix 315 provides a weighted graph matching caseworkers to cases based on how central each caseworker is to the particular field of the case and the relationship of each caseworker to the named entities in the case. For example, a caseworker may have a high centrality measurement because the caseworker has a large number of incident vertices and the number of times the caseworker is a bridge between two other caseworkers in the caseworker relationship graph. However, the caseworker may have a negative relationship with an entity associated with the case. Thus, the initial caseworker match matrix 315 provides weighted matches of caseworkers and cases based on he information from the caseworker relationship graph and the entity graph.
Classifier 314 passes initial caseworker match matrix 315 to personnel filter back-end 330. Personnel filter back-end 330 evaluates current caseworker workload 331 and rates caseworker availability 332. Using the rated caseworker availability 332 and caseworker schedule 333, personnel titter 334 filters the initial caseworker match matrix 315 to generate final caseworker assignment 335.
Personnel filter 334 provides a mechanism for choosing the most probable caseworker for the new case based on the following:
1) Probability that the caseworker has expertise based on the output of the classifier: P1[0-1];
2) Availability of the caseworker (caseworker schedule): P2[0 or 1];
3) Weighted caseworker caseload caseworker caseload can be computed using a number of methods, such as the number of cases, sizes of case files, complexity of cases by human evaluation, complexity of cases by machine evaluation of features, etc.: P3[0-1].
Personnel filter 334 computes a final probability of assigning a caseworker to a case. Once personnel filter 334 computes a probability for all caseworkers, personnel filter 334 selects the most probable caseworker and assigns the case as final caseworker assignment 335. In one example embodiment, personnel filter 334 determines the final probability as follows:
P
f
=P
1
*P
2
*P
3
In one example embodiment, personnel filter 334 applies the final probability value to each weighted match in the initial caseworker match matrix. As an example, if a caseworker has a high centrality value and a positive relationship with many named entities, the caseworker may be weighted highly in the initial caseworker match matrix; however, that caseworker would have little availability and a tight schedule giving that caseworker a lower probability of being assigned to a given case in the final caseworker assignment.
In one example embodiment, classifier front-end 310, training component 320, and personnel filter back-end 330 execute within a separate data processing systems. For instance, classifier front-end 310 and personnel fitter back-end 330 may execute within different servers, different physical machines, or different virtual machines. In one embodiment, classifier front-end 310 executes on a client data processing system that has access to personnel filter back-end 330 via an Application Programming Interface (API) or the like.
The present invention may be a system, a method, and/or a computer program product. The computer program product may include a computer readable storage medium (or media) having computer readable program instructions thereon for causing a processor to carry out aspects of the present invention.
The computer readable storage medium can be a tangible device that can retain and store instructions for use by an instruction execution device. The computer readable storage medium may be, for example, but is not limited to, an electronic storage device, a magnetic storage device, an optical storage device, an electromagnetic storage device, a semiconductor storage device, or any suitable combination of the foregoing. A non-exhaustive list of more specific examples of the computer readable storage medium includes the following: a portable computer diskette, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or Flash memory), a static random access memory (SRAM), a portable compact disc read-only memory (CD-ROM), a digital versatile disk (DVD), a memory stick, a floppy disk, a mechanically encoded device such as punch-cards or raised structures in a groove having instructions recorded thereon, and any suitable combination of the foregoing. A computer readable storage medium, as used herein, is not to be construed as being transitory signals per se, such as radio waves or other freely propagating electromagnetic waves, electromagnetic waves propagating through a waveguide or other transmission media (e.g., light pulses passing through a fiber-optic cable), or electrical signals transmitted through a wire.
Computer readable program instructions described herein can be downloaded to respective computing/processing devices from a computer readable storage medium or to an external computer or external storage device via a network, for example, the Internet, a local area network, a wide area network and/or a wireless network. The network may comprise copper transmission cables, optical transmission fibers, wireless transmission, routers, firewalls, switches, gateway computers and/or edge servers. A network adapter card or network interface in each computing/processing device receives computer readable program instructions from the network and forwards the computer readable program instructions for storage in a computer readable storage medium within the respective computing/processing device.
Computer readable program instructions for carrying out operations of the present invention may be assembler instructions, instruction-set-architecture (ISA) instructions, machine instructions, machine dependent instructions, microcode, firmware instructions, state-setting data., or either source code or object code written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C++ or the like, and conventional procedural programming languages, such as the “C” programming language or similar programming languages. The computer readable program instructions may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the latter scenario, the remote computer may be connected to the users computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet Service Provider). In some embodiments, electronic circuitry including, for example, programmable logic circuitry, field-programmable gate arrays (FPGA), or programmable logic arrays (PLA) may execute the computer readable program instructions by utilizing state information of the computer readable program instructions to personalize the electronic circuitry, in order to perform aspects of the present invention.,
Aspects of the present invention are described herein with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer readable program instructions.
These computer readable program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. These computer readable program instructions may also be stored in a computer readable storage medium that can direct a computer, a programmable data processing apparatus, and/or other devices to function in a particular manner, such that the computer readable storage medium having instructions stored therein comprises an article of manufacture including instructions which implement aspects of the function/act specified in the flowchart and/or block diagram block or blocks.
The computer readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other device to cause a series of operational steps to be performed on the computer, other programmable apparatus or other device to produce a computer implemented process, such that the instructions which execute on the computer, other programmable apparatus, or other device implement the functions/acts specified in the flowchart and/or block diagram block or blocks.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of instructions, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems that perform the specified functions or acts or carry out combinations of special purpose hardware and computer instructions.
Thus, the illustrative embodiments provide a mechanism for pairing up a complex problem (t)e case) with a person who will evaluate the complex problem (the caseworker) based on a multi-tiered statistical machine learning approach, taking into account statistical occurrences of keywords, caseworker network centrality, caseworker positive and negative relationships to named entities parsed from prior cases, current caseworker caseload, and caseworker scheduling. The mechanism trains a statistical model based on prior cases and forms a caseworker relationship graph and an entity relationship graph. The mechanism parses text of a case and extracts features. Based on those features and using a machine learning model trained using prior cases, the mechanism generates an initial matrix matching caseworkers to a case.
The mechanism also determines a probability of assigning the case to each caseworker based on expertise determined based on relationship centrality, availability of the caseworker based on the caseworker's schedule, and weighted caseworker workload. The mechanism applies the determined probability of each caseworker to the initial matrix and assigns the case to the most probable caseworker.
As noted above, it should be appreciated that the illustrative embodiments may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment containing both hardware and software elements. In one example embodiment, the mechanisms of the illustrative embodiments are implemented in software or program code, which includes but is not limited to firmware, resident software, microcode, etc.
A data processing system suitable for storing and/or executing program code will include at least one processor coupled directly or indirectly to memory elements through a system bus. The memory elements can include local memory employed during actual execution of the program code, bulk storage, and cache memories which provide temporary storage of at least some program code in order to reduce the number of times code must be retrieved from bulk storage during execution.
Input/output or I/O devices (including but not limited to keyboards, displays, pointing devices, etc) can be coupled to the system either directly or through intervening I/O controllers. Network adapters may also be coupled to the system to enable the data processing system to become coupled to other data processing systems or remote printers or storage devices through intervening private or public networks. Modems, cable modems and Ethernet cards are just a few of the currently available types of network adapters.
The description of the present invention has been presented for purposes of illustration and description, and is not intended to be exhaustive or limited to the invention in the form disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art without departing from the scope and spirit of the described embodiments. The embodiment was chosen and described in order to best explain the principles of the invention, the practical application, and to enable others of ordinary skill in the art to understand the invention for various embodiments with various modifications as are suited to the particular use contemplated. The terminology used herein was chosen to best explain the principles of the embodiments, the practical application or technical improvement over technologies found in the marketplace, or to enable others of ordinary skill in the art to understand the embodiments disclosed herein.
