International Business Machines Corporation
Determination of subject matter experts based on activities performed by users

Abstract:

A method for determining subject matter experts includes monitoring, by a computer, an activity performed by a user during a period of time, the activity including a sequence of operations, based on the sequence of operations, determining a topic of the activity performed by the user, recognizing, by the computer, a hesitation pattern of the user associated with the topic during the period of time, based on the recognized hesitation pattern, calculating a confidence indicator associated with the activity, the confidence indicator specifies a confidence of the user in performing the activity, based on the confidence indicator being lower than a confidence threshold, identifying one or more subject matter experts for the determined topic, and prompting the user to submit a support request to at least one of the identified subject matter experts.