Management of expert resources using seeker profiles

• US 20070094228A1
• Filed: 08/08/2005
• Published: 04/26/2007
• Est. Priority Date: 04/02/2004
• Status: Active Grant

• Current Assignee: XpertUniverse, Inc.
• Original Assignee: XpertUniverse, Inc.
• Inventors: Zelkin, Abraham, Nevin, James, Steinhoff, John, Mason, Richard
• Granted Patent: US 8,380,655 B2
• Time in Patent Office: Days
• US Class Current: 706/60
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task

Abstract

The present invention relates to a system and method of locating an expert having individualized knowledge of a seeker'"'"'s request. A computer based match and route system is used to locate an expert. In the memory component of the system, a seeker profile is created and is embedded, prior to a request for an inquiry, with pre-selected inquiry criteria and values. An interactive problem definition page displays numerous inquiry criteria and values for a seeker to select. An expert having individualized knowledge regarding a seeker'"'"'s request is located by filtering the pre-selected and seeker selected inquiry criteria and values.

Claims

1. A method of locating an expert, comprising the steps of:

providing a computer based match and route system operable to locate an expert having individualized knowledge regarding a seeker'"'"'s request;

creating a seeker profile in a memory component of the system;

embedding in the seeker profile pre-selected inquiry criteria and values prior to receiving the request for an inquiry;

displaying an interactive problem definition page that presents a quantity of inquiry criteria and values for selection;

accessing, by the match and route system, the pre-selected inquiry criteria and values from the seeker profile;

uploading, to the match and route system, the seeker'"'"'s selection of inquiry criteria and values; and

locating an expert by filtering the pre-selected and seeker selected inquiry criteria and values.

2. The method of claim 1, further comprising the step of restricting editing of the embedded inquiry criteria and values.

3. The method of claim 1, further comprising the step of storing the seeker profile into a database record.

4. The method of claim 1, further comprising the step of using the embedded inquiry criteria and values for future requests by the seeker.

5. The method of claim 1, wherein the displaying step further comprises the step of presenting the problem definition page with the pre-selected inquiry criteria and values displayed.

6. The method of claim 1, wherein the displaying step further comprises the step of presenting the problem definition page concealing the pre-selected inquiry criteria and values.

7. The method of claim 1, further comprising the step of defining a hierarchical interrelationship between the inquiry criteria and values.

8. The method of claim 1, further comprising the step of defining a hierarchical and independent combination interrelationship between the inquiry criteria and values.

9. A system for locating an expert, the system comprising:

a computer having a processor and memory;

the memory storing at least one seeker profile embedded with inquiry criteria and values;

at least one input/output device for displaying an interactive problem definition page that presents a quantity of inquiry criteria and values to be selected;

the processor containing instructions operable to access the seeker profile to determine the pre-selected inquiry criteria and values;

the memory further containing a quantity of inquiry criteria and values for presentation on the problem definition page; and

the processor containing further instructions operable to locate an expert by filtering the pre-selected inquiry criteria and values and the seeker selected inquiry criteria and values.

10. A method of structuring a seeker profile to filter the scope of the assistance provided to a seeker, comprising the steps of:

creating a seeker profile;

embedding in the seeker profile pre-selected inquiry criteria and values prior to receiving the request for an inquiry;

storing the pre-selected inquiry criteria and values in memory; and

using the pre-selected inquiry criteria and values as a restriction on the scope of the assistance.

11. The method of claim 10, further comprising the step of using the pre-selected inquiry criteria and values as a restriction on a pool of experts.

12. In a match and route system, a method of building a skill-set hierarchy, comprising the steps of:

providing a catalogue of inquiry types classified by groupings of a plurality of criteria;

identifying individuals as experts within an organization, wherein the experts each have individualized knowledge of at least one of the criteria;

ranking each expert with a skill-set factor;

associating the expert to at least one of the plurality of inquiry types corresponding to their individualized knowledge; and

creating a skill-set hierarchy for the inquiry type having more than one associated expert.

13. The method of claim 12, further comprising the step of creating a user profile.

14. The method of claim 12, further comprising the step of providing a user interface page.

15. In a match and route system, a method of determining the best available expert, comprising the steps of:

creating subject lists, that specify a quantity of inquiry criteria and nature of inquiry criteria used by an organization;

identifying all acceptable combinations of criteria from the subject lists;

assigning to said combination of criteria at least one expert having a skill-set matching the combination of criteria;

setting a routing order among experts assigned to one of said combination of criteria using a catalogue of preferences; and

routing an inquiry to an assigned expert using the routing order, wherein one member of the catalogue of preferences is an aging factor related to each expert.

16. The method of claim 15, further comprising the step of checking if additional experts are available with the same skill-set.

17. The method of claim 15, further comprising the step of classifying experts by a skill level indicating competency within the skill-set.

18. The method of claim 15, further comprising the step of classifying experts by specific attributes.

19. The method of claim 15, further comprising the step of obtaining values for the inquiry criteria from a user profile.

20. The method of claim 15, further comprising the step of obtaining values for the inquiry criteria from a user interface page.

21. The method of claim 19, further comprising the step of organizing the obtained values in hierarchical subject lists.

22. The method of claim 20, further comprising the step of organizing the obtained values in hierarchical subject lists.

23. The method of claim 15, further comprising the step of monitoring usage patterns to identify a need for additional experts.

24. The method of claim 15, further comprising the step of assigning an overflow expert.

25. The method of claim 15, further comprising the step of assigning a virtual concierge.

26. The method of claim 15, further comprising the step of allowing a seeker to request a preferred expert.

27. The method of claim 15, further comprising the step of commencing an on-line collaboration session.