Semantic to non-semantic routing for locating a live expert
First Claim
1. A method of semantic to non-semantic routing to locate a live expert comprising the steps of:
- providing an inquiry-type computer database populated with a first layer of inquiry types organized from an underlying plurality of criteria groupings that are humanly understandable descriptors;
associating in the database one or more other layers of inquiry types with the underlying criteria groupings, the one or more other layers of inquiry types having a one-to-one correspondence with the first layer of inquiry types;
supplying a skill-set database that includes an entry that associates at least one expert with one of the inquiry types and its corresponding layers, the expert having individualized knowledge of at least one criteria from the underlying criteria grouping for the associated inquiry type;
mapping each skill-set database entry to the associated inquiry type in the inquiry-type database through a unique numerical routing identifier; and
upon a user'"'"'s request for assistance with an inquiry type, identifying the expert through the numeric routing identifier associated with the inquiry type.
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Accused Products
Abstract
A system and method of semantic to non-semantic routing for locating an expert. An inquiry-type database has a first layer of inquiry types organized from underlying criteria groupings, (humanly understandable descriptors). Additional layers are associated in a one-to-one correspondence with the first layer of inquiry types. Experts, having individualized knowledge, are listed in a skill-set database associated with the inquiry types. The skill-set database entries are linked to the associated inquiry-type by a numerical routing identifier. An expert is selected from the skill-set database entry linked by the numerical routing identifier. In another embodiment, multiple enterprises are mapped to separate layers of inquiry types having a one-to-one correspondence with the underlying groupings. A skill-set database entry is related to the inquiry type through a numerical routing identifier, the identifier being selected from a respective range of identifiers associated with the respective multiple enterprises.
18 Citations
26 Claims
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1. A method of semantic to non-semantic routing to locate a live expert comprising the steps of:
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providing an inquiry-type computer database populated with a first layer of inquiry types organized from an underlying plurality of criteria groupings that are humanly understandable descriptors;
associating in the database one or more other layers of inquiry types with the underlying criteria groupings, the one or more other layers of inquiry types having a one-to-one correspondence with the first layer of inquiry types;
supplying a skill-set database that includes an entry that associates at least one expert with one of the inquiry types and its corresponding layers, the expert having individualized knowledge of at least one criteria from the underlying criteria grouping for the associated inquiry type;
mapping each skill-set database entry to the associated inquiry type in the inquiry-type database through a unique numerical routing identifier; and
upon a user'"'"'s request for assistance with an inquiry type, identifying the expert through the numeric routing identifier associated with the inquiry type. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A match and route system operable to locate a live expert comprising:
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at least first and second multimedia computers connected to a communication network, each multimedia computer including a bidirectional audio or audio/visual device;
a host server connected to the communication network and operable to support interactive communication between a seeker and an expert;
the host server communicably connected with an inquiry-type database and a skill-set database;
the inquiry-type database containing at least two layers of inquiry types, the layers of inquiry types organized from an underlying plurality of criteria groupings that are humanly understandable descriptors;
the skill-set database containing at least one entry that associates the expert with one of the inquiry types and its underlying criteria grouping;
a unique numeric routing identifier linked to each skill-set database entry and to the associated inquiry type in the inquiry-type database; and
the host sever, upon the receipt of a user request for assistance with an inquiry type, operable to identify the expert associated with the inquiry type by use of the numeric routing identifier. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A method of semantic to non-semantic routing to locate a live expert comprising the steps of:
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populating an inquiry-type database with a first layer of inquiry types organized from predetermined underlying pluralities of criteria groupings, the first layer associated with a first enterprise;
supplying a skill-set database that includes an entry that associates an expert with at least one of the inquiry types, the expert having individualized knowledge of at least one criteria from the underlying criteria grouping for the associated inquiry type;
assigning a first range of unique numerical routing identifiers to the first enterprise;
mapping each skill-set database entry to the associated inquiry type of the first layer through one of the numerical routing identifiers assigned to the first enterprise;
assigning at least one respective additional range of unique numerical routing identifiers to a respective additional enterprise;
associating in the inquiry-type database at least one respective additional layer of inquiry type with the underlying criteria groupings of the first layer, the respective additional layer of inquiry type having a one-to-one correspondence with the first layer of inquiry types;
relating the respective additional layer of inquiry types to said respective additional enterprises;
for each respective additional enterprise, mapping each skill-set database entry to the related inquiry type of the respective additional layer through one of the numerical routing identifiers in the range assigned to the respective additional enterprise; and
upon a user'"'"'s request for assistance with an inquiry type related to the user'"'"'s enterprise, identifying the expert through the numeric routing identifier associated with the inquiry type. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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Specification