Systems and methods for providing search relevancy in communication initiation searches

1. A method for generating relevant search results for a user, the method comprising acts of:

receiving, by a computer system, a search query related to one or more entities from the user performing a communication initiation search;

receiving, by the computer system, search results from a search engine based on the search query;

linking, by the computer system, the search results to a communications dataset generated based on communication metadata received from a communication system, the communication metadata including metrics pertaining to communications between one or more users and the one or more entities; and

ordering, by the computer system, the search results based on the communication dataset in order from most relevant to least relevant to the user performing the communication initiation search,

wherein ordering the search results based on the communication dataset further comprises determining relevancy as a function of responsiveness of the one or more entities to past user queries, the responsiveness of the one or more entities determined from at least a response time associated with a successful attempt of a user to communicate with the one or more entities.

2. The method of claim 1 , wherein receiving the search query further comprises receiving the search query based on a search by the user to initiate communication with the one or more entities via the communication system.

3. The method of claim 1 , further comprising processing the communication metadata and generating the communication dataset based on the communication metadata.

4. The method of claim 3 , wherein the communication metadata comprises explicit metadata generated based communications between users of the communication system and a plurality of the one or more entities, the explicit metadata including metrics relating to one or more of user generated subjective ratings of a degree of satisfaction with a communication between a user and the one or more entities, a level of quality of a communication between a user and the one or more entities, and a level of responsiveness of the one or more entities to a communication from a user.

5. The method of claim 3 , wherein the communication metadata comprises explicit metadata generated based on a rating value provided by users of the communication system, the rating value based on communications between users of the communication system and a plurality of the one or more entities.

6. The method of claim 3 , wherein processing the metadata further comprises assigning a weight value to the metadata based on an indication of the responsiveness of the one or more entities to past user queries.

7. The method of claim 1 , further comprising providing the ordered search results to the user.

8. The method of claim 1 , wherein obtaining search results from the search engine further comprises obtaining a search engine dataset.

9. The method of claim 1 , further comprising providing the communication relevancy dataset to a third party.

10. A system for generating relevant search results for a user performing a communication initiation search, the system comprising:

an interface, configured to receive a search query from the user, and to receive communication metadata from a communication system the communication metadata including metrics pertaining to communications between one or more users and one or more entities;

a search engine interface, configured to obtain search results regarding the one or more entities from a search engine based on the search query; and

a communication dataset builder configured to:

analyze the communication metadata and generate a communication relevancy dataset based on the communication metadata;

link the search results regarding the one or more entities from the search engine to the communication relevancy dataset; and

order the search results regarding the one or more entities based on relevancy to the user performing a communication initiation search, the relevancy to the user determined from the communication relevancy dataset,

wherein ordering the search results based on the communication dataset further comprises determining relevancy as a function of responsiveness of the one or more entities to past user queries, the responsiveness of the one or more entities determined from at least a response time associated with a successful attempt of a user to communicate with the one or more entities.

11. The system of claim 10 , wherein performing the communication initiation search further comprises performing a search by the user to initiate communication with the one or more entities via the communication system.

12. The system of claim 10 , wherein the communication metadata comprises implicit metadata generated based on communications between users of the communication system and a plurality of entities, the implicit metadata including one or more of a number of attempts to communicate with the one or more entities, a number of instances of successful communication with the one or more entities, a number of instances of unsuccessful attempts to communicate with the one or more entities, an indication of whether the one or more entities is available for a web-chat, a length of time of a successful communication with the one or more entities, a number of repeat instances of communications between a user and the one or more entities, a response time associated with a successful attempt to communicate with the one or more entities, and a measure of quality of information communicated in a successful communication instance with the one or more entities.

13. The system of claim 10 , wherein the communication metadata comprises explicit metadata generated based on a rating value provided by users of the communication system, the rating value is based on communications between users of the communication system and a plurality of the one or more entities.

14. The system of claim 13 , wherein the communication dataset builder is further configured to process the communication metadata to generate the communication dataset based on the metadata.

15. The system of claim 13 , wherein the communication dataset builder is further configured to assign a weight value to the communication metadata based on an indication of the responsiveness of the one or more entities to past user queries.

16. The system of claim 10 , wherein the search engine interface is further configured to obtain a search engine dataset from the search engine.

17. A non-transitory computer readable medium having stored thereon sequences of instruction for generating relevant search results for a user, including instructions that will cause at least one processor to:

receive a search query regarding one or more entities from the user performing a communication initiation search;

receive search results regarding the one or more entities from a search engine based on the search query;

link the search results regarding the one or more entities to a communications dataset generated based on communication metadata received from a communication system, the communication metadata including metrics pertaining to communications between one or more users and the one or more entities; and

order the search results regarding the one or more entities based on the communication dataset in order from most relevant to least relevant to the user performing the communication initiation search,

wherein ordering the search results based on the communication dataset further comprises determining relevancy as a function of responsiveness of the one or more entities to past user queries, the responsiveness of the one or more entities determined from at least a response time associated with a successful attempt of a user to communicate with the one or more entities.

18. The non-transitory computer readable medium of claim 17 , further comprising instructions that will cause at least one processor to receive the search query based on a search by the user to initiate communication with the one or more entities via the communication system.