公开(公告)号：US20220198367A1

公开(公告)日：2022-06-23

申请号：US17189812

申请日：2021-03-02

Applicant: INTUIT INC.

Inventor： Quang Nguyen ,  Divya Beeram ,  Yunqi Li ,  Steven James Brown ,  Neo Yuchen

IPC: G06Q10/06 ,  G06N20/00

Abstract: Aspects of the present disclosure provide techniques for expert matching though workload intelligence. Embodiments include receiving a request for a support engagement. Embodiments include receiving workload data of a plurality of experts. Embodiments include determining a workload capacity of each respective expert based on the respective workload data for the respective expert. Embodiments include determining a respective estimated completion time for the support engagement for each of the plurality of experts using a machine learning model. Embodiments include determining match scores for the support engagement and each of the plurality of experts based on the estimated completion times and the workload capacities. Embodiments include selecting a given expert of the plurality of experts to handle the support engagement based on the match scores.