Automatic Case Assignment Based on Learned Expertise of Prior Caseload

摘要

A mechanism is provided in a data processing system for automatic case assignment. The mechanism extracts features from a machine readable form of a case to be assigned. An expertise classifier generates 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. A personnel filter filters the initial case assignment matrix based on expertise, availability, and caseload of the plurality of caseworkers to form a final caseworker assignment. The mechanism assigns the case to an identified caseworker based on the final caseworker assignment.

主权项

1. A method, in a data processing system, for automatic case assignment, the method comprising:
extracting, by the data processing system, features from a machine readable form of a case to be assigned; 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; 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; and assigning, by the data processing system, the case to an identified caseworker based on the final caseworker assignment.