Method and system for sharing knowledge

• US 20040044542A1
• Filed: 08/29/2003
• Published: 03/04/2004
• Est. Priority Date: 07/13/2000
• Status: Active Grant

• Current Assignee: ClickSoftware Technologies, Ltd. (Salesforce.com, Inc.)
• Original Assignee: ClickSoftware Technologies, Ltd. (Salesforce.com, Inc.)
• Inventors: Beniaminy, Israel, Ben-Bassat, Moshe
• Granted Patent: US 7,565,338 B2
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06N 5/022 Knowledge engineering; Knowledge acquisition

Abstract

A method for sharing knowledge among a plurality of individuals. A dynamically updated knowledge base that can be accessed over a network is provided. An individual is allowed to encounter a problem the solution of which is not known, to query the knowledge base, so as to determine whether the problem and its solution are found in it. If the solution to the problem is not available in the knowledge base, the individual is allowed to prepare a query including the details of the problem. The query is broadcasted over the network and the experts who “listen in” the network are allowed to answer the query by filling-in their reply to the query form, and if desired, also by additional person-to-person communication. The answer to the query is conveyed via the network to the individual who queried the system, once the problem has been solved, or when the suggestions have produced no positive result, the outcome of the query is reported by the individual to the system, for completing the dialogue between the individual and the system. The dialogue, the problem, and information on the suggestion that led to the solution of the problem are added to the knowledge base, and become part of it. The knowledge contributed is reused when similar problems subsequently arise, so that they are completely solved. The knowledge contributed and subsequent cases solved by such knowledge are tracked by each expert, as a tool for performance monitoring and incentive generation.

Claims

1. A method for sharing knowledge among a plurality of individuals, comprising:

a) providing a dynamically updated knowledge base that can be accessed over a network;

b) allowing an individual encountering a problem the solution of which is not known, to query said knowledge base to determine whether the problem and its solution are found in it;

c) if the solution to the problem is not available in said knowledge base, allowing said individual to prepare a query including the details of the problem;

d) broadcasting said query described in step (c) over said network;

e) allowing the experts who “

listen in”

said network to answer the query by filling-in their reply to the query form, and if desired, also by additional person-to-person communication;

f) conveying the answer to the query via the network to the individual who queried the system;

g) optionally, once the problem has been solved, or when the suggestions have produced no positive result, reporting by said individual the outcome of the query to the system, thereby to complete the dialogue between the individual and the system;

h) adding to the knowledge base, and making part of it, the dialogue, the problem, and information on the suggestion that led to the solution of the problem;

i) reusing the knowledge contributed in steps (a) to (g) when similar problems subsequently arise, so that they are completely solved at step (b); and

j) keeping track of the knowledge contributed by each expert, and subsequent cases solved by such knowledge, as a tool for performance monitoring and incentive generation.

2. A method according to claim 1, wherein the individual querying the system is a qualified person.

3. A method according to claim 1, wherein the individual querying the system is a user.

4. A method according to claim 1, wherein broadcasting is effected through a communication channel selected from a computer network, a telephone network, e-mail, and satellite.

5. A method according to any one of claims 1 to 4, wherein said query is broadcast solely, or preferentially to those experts that, according to said knowledge base, are knowledgeable in the relevant field.

6. A method according to any one of claims 1 to 4, wherein said query is broadcast to human experts, as described in claim 1 step (c), at the same time that said individual is interacting with the knowledge base as described in claim 1 step (b).

7. A method according to any one of claims 1 to 4, wherein different priorities are assigned to said queries.

8. A method according to claim 7, wherein said priority is a function of said problem severity and/or the service guaranteed to said individual and/or the type of equipment regarding said query.

9. A method according to claim 1, wherein said process of adding the problem information, dialogue and solution to the knowledge base, as described in claim 1, step (h), goes through a quality control process wherein each such new information is tagged for review by appropriately-authorized experts.

10. A method according to claim 9, wherein said experts are notified of new and as-yet-unreviewed additions to said knowledge base, and are asked to approve, reject or edit and then approve each new addition of said information.

24. A method according to any one of claim 1 to 4 and claim 16, further comprising creating incentive and rewarding experts for contributing knowledge into said knowledge base.

25. A method according to claim 24, wherein said contribution is based on an off-line basis and/or based on a rating policy of the said experts'"'"' contributions.

26. A method according to claims 24 or 25, wherein said rating policy is based on users'"'"' assessments of knowledge provided by said expert, and/or the number of problems solved by said expert, and/or the responsiveness of said expert, and/or number of items said expert contributed to the knowledge base, and/or number of times that knowledge contributed by said expert into said knowledge base was used in successful problem resolution, and/or time spent on-line handling user problems.

27. A method according to claim 24, wherein said rating is used for financial bonus and/or for publishing periodic rating and “

top contributors”

, and/or for accomplishing points and “

virtual money”

for use in frequent-flier programs and other purchasing plans, and/or for being used as a factor in periodic employee reviews.

28. A method according to claim 1, wherein said suggestions include list(s) of required resources.

29. A method according to claim 28, wherein said list(s) contains tools and/or parts and/or service(s).

30. A method according to claim 28, wherein said list(s) is linked to an e-commerce system and/or an inventory system and/or job management system.

31. A method according to claim 30, wherein said individual may order item(s) from said list(s).

32. A method according to claim 1 or 16, wherein said knowledge is presented by multimedia means.

33. A method according to claim 1 or 16, wherein the interaction with said individual is carried out by multimedia means.

34. A method according to claim 1 or 16, wherein said individual may start a collaborative Web-session.

35. A method according to claim 34, wherein said Web-session involves shared browsing and/or shared application(s) and/or shared whiteboard and/or conversations via voice-over-IP and/or voice conversation(s).

36. A method according to claim 1 or 16, wherein said database information is edited by direct authoring or import of CBR and MBR content, and/or by direct authoring or import of troubleshooting guides, and/or by importing of raw data, and/or by direct dialog where either expert or software system highlight a specific step in the problem resolution process and inspect the reasons for the step, resulting in future knowledge base refinement.

37. A method according to claim 36, wherein said raw data comprises cases and/or list(s) of symptoms and/or list(s) of replaceable part(s) and/or list(s) of relevant observation(s) and measurement(s) and/or list(s) of repair action(s) and/or engineering data and/or directed dialog wherein either expert or software system highlight a specific step in the problem resolution process and inspect the reasons for said step, resulting in future knowledge base refinement.

38. A method according to claim 37, wherein said engineering data comprise block diagram(s) and/or simulation data and/or reliability estimates.

39. A method according to claim 1 or 16, wherein said expert(s) are notified of new query(s)

40. A method according to claim 39, wherein said notification is initiated due to a comparison between said query(s) to stored notification profile(s).

41. A method according to claim 40, wherein said notification consists record(s), each of which specifying notification circumstances specified by field(s) of knowledge and/or geographical region and/or asker'"'"'s profile and/or the time passed since said query was first reported and/or expert'"'"'s reliability and expertise ranking.

42. A method according to claim 41, wherein said record(s) describes the notification method to be used if the condition(s) specified by said record are met.

43. A method according to claim 42, wherein said method is carried out by a telephone means and/or by e-mail and/or by instant messaging and/or by fax and/or by pager.

44. A method according to claim 40, wherein said notification profile(s) are set and edited by said expert(s) and/or by software means.

47. A method according to claim 1 or 16, wherein said knowledge base comprises information related to commerce, and/or technical support, and/or entertainment, and/or travel-related subjects, and/or software support, and/or finance consultation, and/or insurance consultation, and/or medical assistance, and/or telecommunication services.

11. A method according to any one of clams 1 to 4, wherein if more than one expert answers the query, the system relays one or more of said answers, according to a predetermined criterion.

12. A method according to claim 11, wherein said criterion is the seniority of said expert.

13. A method according to claim 11, wherein said criterion is a “

first to answer”

criterion.

14. A method according to claim 11, wherein said criterion is the level of expertise of the answering expert in the specific problem context, as defined by management and/or as updated by reviewing the performance of said expert in an earlier, similar context, and/or other strategies defined by management.

15. A method according to claim 11, wherein if more than one exert and/or knowledge base mechanism answers the query, then all said answers are ranked according to the source reliability and to the ranking reported by the source itself, and relays the top-ranked answers.

16. A method for sharing knowledge via a knowledge base, among expert(s), company personnel and user(s), wherein said expert(s), said personnel and said user(s) are equipped with a computer/terminal connected to a network, said knowledge base being accessible via said network, comprising:

a) launching a query from said user(s) or member(s) or said personnel to said knowledge base;

b) receiving answer(s) from said knowledge base as a result of said query;

c) directing said query to said expert(s), in case of unsatisfactory answer(s); and

d) registering said answer(s) in said knowledge base.

17. A method according to claim 16, wherein said personnel is in charge of the maintenance/service/technical issues/help desk of said company.

18. A method according to claim 16, wherein said expert(s) are members of said personnel.

19. A method according to claim 16, wherein the information stored in said knowledge base is controlled, maintained, edited and removed from said knowledge base by said experts(s) and/or by said personnel and/or by said user(s).

20. A method according to claim 16, wherein said query is composed of keyword(s) and optionally Boolean relations between said keywords.

21. A method according to claim 16, wherein said query is free-text sentence(s).

22. A method according to claim 16, wherein said knowledge base is model-based oriented (MBR).

23. A method according to claim 16, wherein said knowledge base is case-based oriented (CBR).

45. A method according to claim 22 or 23, wherein said knowledge base is integrated with any combination of other types of knowledge bases and knowledge retrieval.

46. A method according to claim 45, wherein said types of knowledge base is fault trees and/or list(s) of common problem(s) and/or solution(s) to said problem(s) and/or troubleshooting procedure(s) and/or categorized or non-categorized searchable technical documents.

48. A system for sharing knowledge among expert(s), and/or personnel of a company and/or user(s), wherein said expert(s), said personnel and said user(s) are equipped with a communication terminal connected to a network, comprising:

a knowledge base system for storing and retrieving knowledge;

a software component for interacting with said user(s);

a software component for presenting query results; and

a software component for controlling, maintaining, editing and removing information from said knowledge base system.

49. A system according to claim 48, further comprising a software component for setting up and editing notification profile(s).

50. A system according to claim 48, wherein said network is a Wide Area Network (WAN).

51. A system according to claim 48, wherein said network is a Local Area Network (LAN).

52. A system according to claim 48, wherein said network is the organization'"'"'s Internet.

53. A system according to claim 48, wherein said network is the organization'"'"'s Intranet.

54. A system according to claim 48, wherein said network is a mobile and/or wireless network.

55. A system according to claim 48, wherein said network is a one-directional or two-directional paging.

56. A system according to claim 48, wherein said network is a circuit-switched or packet-switched.