Routing of cases using unstructured input and natural language processing

A method executed by one or more processors, the method comprising:

• receiving a text input question from a user;
• generating a question feature vector representing an intent of the text input question and a first skill set inferred from the text input question;
• for each of one or more candidate responders:
• computing a reputation score based on a set of input questions previously answered by a respective candidate responder and user feedback for the respective candidate responder using a set of weights, wherein the weights are provided by domain experts or are learned in a training process;
• computing, based on the question feature vector and the reputation score, a probability score representing a prediction of a quality of an answer that would be provided by the respective candidate responder to the text input question if the text input question were routed to the respective candidate responder;
• generating a ranked list of candidate responders using the probability score;
• and
• selecting a responder in response to the text input question based on the ranked list of candidate responders.

A non-transitory machine-readable medium comprising executable code which when executed by one or more processors associated with a computing device are adapted to cause the one or more processors to perform a method comprising:

• receiving a text input question from a user;
• generating a question feature vector representing an intent of the text input question and a first skill set inferred from the text input question;
• for each of one or more candidate responders:
• computing a reputation score based on a set of input questions previously answered by a respective candidate responder and user feedback for the respective candidate responder using a set of weights, wherein the weights are provided by domain experts or are learned in a training process;
• computing, based on the question feature vector and the reputation score, a probability score representing a prediction of a quality of an answer that would be provided by the respective candidate responder to the text input question if the text input question were routed to the respective candidate responder;
• generating a ranked list of candidate responders using the probability score;
• and
• selecting a responder in response to the text input question based on the ranked list of candidate responders.
• receiving user feedback indicating a quality of one or more answers previously provided by a candidate responder to one or more questions, wherein the reputation score is based on the user feedback.