Semantic to non-semantic routing for locating a live expert

DC CAFC

US 7,499,903 B2
Filed: 01/24/2005
Issued: 03/03/2009
Est. Priority Date: 01/24/2005
Status: Active Grant

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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 predetermined semantically-expressed 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 predetermined semantically-expressed inquiry types;

supplying a skill-set database that includes an entry that associates at least one expert with one of the predetermined semantically-expressed 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 at least one of the predetermined semantically-expressed inquiry type, identifying the expert through the numeric routing identifier associated with the predetermined semantically-expressed inquiry type requested by the user.

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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.

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26 Claims

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 predetermined semantically-expressed 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 predetermined semantically-expressed inquiry types;
  
  supplying a skill-set database that includes an entry that associates at least one expert with one of the predetermined semantically-expressed 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 at least one of the predetermined semantically-expressed inquiry type, identifying the expert through the numeric routing identifier associated with the predetermined semantically-expressed inquiry type requested by the user.
- View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
- - 2. The method of claim 1, further comprising the step of establishing a real time communication path between the user and the expert.
  - 3. The method of claim 2, wherein the communication path is at least one of an internet connection, a telephony connection, a video telephony connection, and a voice over internet protocol connection.
  - 4. The method of claim 1, further comprising the step of meritoriously ranking the expert, wherein a most meritorious available expert is placed in communication with the user.
  - 5. The method of claim 4, wherein the expert'"'"'s rank includes at least one of the level of the expert'"'"'s individualized knowledge, indicators within a predetermined profile of the user, and indicators within a predetermined profile associated with an organization to which the user is a member.
  - 6. The method of claim 1, wherein each layer of inquiry type is comprised of the underlying criteria groupings composed in different languages.
  - 7. The method of claim 1, wherein each layer of inquiry type is comprised of the underlying criteria groupings composed in jargon specific to differing levels of knowledge within a field of interest.
  - 8. The method of claim 1, wherein each layer of inquiry type is comprised of the underlying criteria groupings composed in user-centric terms.
  - 9. The method of claim 1, further comprising the step of selecting one of the layers of inquiry type for presentation of the underlying criteria grouping to the user based on a predetermined user profile.
  - 10. The method of claim 9, further comprising the step of receiving from the user a response to the presentation of a first member of the underlying criteria grouping;
    - andthe response triggering the presentation of further members of the underlying criteria grouping in a predetermined order.
  - 11. The method of claim 10, wherein the predetermined order is one of a hierarchal arrangement, an independent arrangement, and combination hierarchal/independent arrangement.

12. A match and route system operable to locate a live expert comprising:
- 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, wherein at least one layer of inquiry types comprises predetermined semantically-expressed inquiry types;
  
  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 at least one of the predetermined semantically-expressed inquiry type, operable to identify the expert associated with the predetermined semantically-expressed inquiry type requested by the user by use of the numeric routing identifier.
- View Dependent Claims (13, 14, 15, 16, 17, 18)
- - 13. The match and route system of claim 12, wherein the bidirectional audio/visual device is at least one of a webcam, an electronic whiteboard, or a tablet.
  - 14. The match and route system of claim 12, wherein the communication network is the Internet.
  - 15. The match and route system of claim 12, wherein the interactive communication is instant messaging, web conferencing, of a combination of instant messaging and web conferencing.
  - 16. The match and route system of claim 12, wherein the host server is communicably connected with the databases by the Internet.
  - 17. The match and route system of claim 12, wherein the host server is communicably connected with the databases by a local area network, or a wide area network.
  - 18. The match and route system of claim 12, wherein the host server is configured in a multi-server architecture.

19. A method of semantic to non-semantic routing to locate a live expert comprising the steps of:
- populating an inquiry-type database with a first layer of predetermined semantically-expressed 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 predetermined semantically-expressed 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 at least one of the predetermined semantically-expressed inquiry type related to the user'"'"'s enterprise, identifying the expert through the numeric routing identifier associated with the predetermined semantically-expressed inquiry type requested by the user.
- View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
- - 20. The method of claim 19, further comprising the step of establishing a real time communication path between the user and the expert.
  - 21. The method of claim 20, wherein the communication path is at least one of an internet connection, a telephony connection, a video telephony connection, and a voice over internet protocol connection.
  - 22. The method of claim 19, further comprising the step of meritoriously ranking the expert, wherein a most meritorious available expert is placed in communication with the user.
  - 23. The method of claim 22, wherein the expert'"'"'s rank includes at least one of the level of the expert'"'"'s individualized knowledge, indicators within a predetermined profile of the user, and indicators within a predetermined profile associated with an organization to which the user is a member.
  - 24. The method of claim 19, further comprising the step of selecting one of the layers of inquiry type for presentation of the underlying criteria grouping to the user based on a predetermined user profile.
  - 25. The method of claim 24, further comprising the step of receiving from the user a response to the presentation of a first member of the underlying criteria grouping;
    - andthe response triggering the presentation of further members of the underlying criteria grouping in a predetermined order.
  - 26. The method of claim 25, wherein the predetermined order is one of a hierarchal arrangement, an independent arrangement, and combination hierarchal/independent arrangement.

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Current Assignee
XpertUniverse, Inc.
Original Assignee
XpertUniverse, Inc.
Inventors
Mason, Richard W., Nevin, James B., Zelkin, Abraham, Steinhoff, John
Primary Examiner(s)
Vincent; David
Assistant Examiner(s)
Bharadwaj; Kalpana

Application Number

US11/043,014
Publication Number

US 20060167846A1
Time in Patent Office

1,499 Days
Field of Search

706/50, 706/60, 706/55, 379/219, 707/1, 707/3, 707/100, 715/765
US Class Current

706/60
CPC Class Codes

G06F 16/24 Querying

G06F 16/36 Creation of semantic tools,...

Semantic to non-semantic routing for locating a live expert

First Claim

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Abstract

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26 Claims

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Semantic to non-semantic routing for locating a live expert

First Claim

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Abstract

26 Citations

26 Claims

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