Network-based, human-mediated exchange of information

• US 6,434,549 B1
• Filed: 12/13/1999
• Issued: 08/13/2002
• Est. Priority Date: 12/13/1999
• Status: Expired due to Term

• Current Assignee: Saba Software Incorporated
• Original Assignee: Ultris, Inc. (Saba Software Incorporated)
• Inventors: Rubin, David, Linetsky, Gene
• Primary Examiner(s): Mizrahi, Diane D.
• Application Number:
  US09/458,836
• Time in Patent Office: 974 Days
• Field of Search: 707/3, 707/4, 707/5, 707/6, 707/7
• US Class Current: 707/719
• CPC Class Codes: G06F 16/95 Retrieval from the web
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99935 Query augmenting and refining, e.g. inexact access

Abstract

A system for machine- and human-mediated exchange of information, provided in response to receipt of an information query. The received query is first assigned to a selected category or classification, by a human classifier or through automatic parsing of the statement of the query by a computer. A search for a positive response to the query is performed automatically, using an information repository (including, but not limited to, one or more databases) that corresponds to the query classification. If the repository provides no positive response, the system allows a group of one or more human responders having relevant information to bid on providing a positive response to the query. A responder can also route the query to other responders. Optionally, a responder cost bid is compared with a user-supplied upper limit on cost. If a bid is accepted and the responder is selected, the responder provides a positive response to the query. Each positive response is provided for review by the source of the query, and the query source may modify the query in response to information received. Optionally, one or more time intervals may be specified for response to a query. Optionally, an information seeker can gain access to and use a query submitted by, and a pre-existing query response received by, a preceding information seeker and may engage in a chat session with one or more responders and with other information seekers.

Claims

1. A system for mediated exchange of information, the system comprising:

a dispatcher system to receive an information query from a query source and to provide at least one classification for the received query, based on a classification format associated with the dispatcher system; and

a computer system that is programmed;

to present the received query to a query filtering system that examines a selected source of one or more queries previously presented, applies a query filter to compare at least one previously presented query with the received query, and provides a selected indicium indicating whether the at least one previously presented query substantially agrees with the received query;

when the at least one previously presented query does not substantially agree with the received query, to cause a first information repository search to be performed in response to the query,

to provide results of the first repository search and to determine if a first positive response to the query is provided in the results;

when the first positive response is provided from the first repository search results, to provide the results for the query source; and

when the first positive response is not provided from the first repository search results;

to provide the query to each of a selected group of one or more human query responders and to receive a query reply, related to the received query, from at least one of the query responders; and

to select at least one of the responding query responders to provide a second positive response to the query, to receive the second positive response to the query from the selected responding query responder, and to provide the second positive response for the source of the query.

2. The system of claim 1, wherein said dispatcher system is part of said computer system that assigns said received query to at least one classification for a query search.

3. The system of claim 1, wherein said dispatcher includes a human being who receives and examines said received query and assigns said query to at least one classification for a query search.

4. The system of claim 1, wherein said dispatcher system collects at least two classifications for said received query, assigns a numerical weight to each classification, and provides a selected classification for said query based on values of the numerical weights relative to each other.

5. The system of claim 4, wherein said numerical weight assigned to said classification is determined by a numerical rating assigned to a source for said classification.

6. The system of claim 1, wherein said dispatcher system collects at least two classifications for said received query and assigns a broadened classification to said query that covers the at least two classifications for said received query.

7. The system of claim 1, wherein said dispatcher system collects and compares at least three classifications for said received query with each other and deletes at least one selected classification when the selected classification is inconsistent with each of at least two other classifications provided by said dispatcher system.

8. The system of claim 1, wherein said computer system is further programmed:

to receive from said source of said received query a modified query

to cause a second information repository search to be performed in response to the modified query;

to provide results of the second repository search and to determine if a third positive response to the modified query is provided in the results; and

when the third positive response is provided from the second repository search, to provide the results for a source of the modified query.

9. The system of claim 8, wherein said computer system is further programmed:

when said third positive response is not provided from said second repository search results, to provide said modified query to each of said selected group of query responders and to receive a query reply, from at least one of said query responders, for responding to said modified query; and

to select at least one of said replying query responders to provide a fourth positive response to said modified query, when said third positive response is not provided from said second repository search results, to receive the fourth positive response to said modified query from the selected replying query responder, and to provide the fourth positive response for said query source.

10. The system of claim 1, wherein said computer is further programmed:

to determine whether said query source accepts said first positive response, when said first positive response is provided from said first repository search; and

when said query source does not accept said first positive response;

to provide said query to each of said selected group of human query responders and to receive said query reply to said query, from at least one of said query responders; and

to select at least one of said responding query responders to provide said second positive response to said query, and to receive said second positive response to said query from said selected responding query responder.

11. The system of claim 1, wherein said computer is programmed to receive and analyze an indicium from said query source that provides a rating of at least one of said first repository search and said selected responding query responder, based on at least one of the following criteria:

promptness of response to said query;

relevance of response to said query;

completeness of response to said query; and

cost of response to said query.

12. The system of claim 1, wherein said computer is programmed:

to receive an upper limit on an estimated cost for said second response to said query by one of said selected group of said query responders; and

to select said query responder to respond to said query only if said query reply by said query responder includes an estimated cost that is no greater than the upper limit on estimated cost provided for said second response to said query.

13. The system of claim 1, wherein said computer is programmed:

to receive an upper limit on an estimated cost for said second response to said query by one of said selected group of said query responders; and

when each of said query replies received from said query responders includes an estimated cost that is greater than the estimated cost upper limit, to allow at least one of said query responders to submit a revised estimated cost and to compare each revised estimated cost with the estimated cost upper limit.

14. The system of claim 1, wherein said received query is received as at least one of:

(1) a statement of asserted fact and (2) a question relating to information that may be available on a specified topic.

15. The system of claim 1, wherein, when said previously presented query substantially agrees with said received query, said system provides at least a portion of said first positive response for said previously presented query and said second positive response for said previously presented query for review by said query source.

16. The system of claim 1, wherein said computer is further programmed to provide, for said query source, an indication of whether at least one source of said previously presented query that substantially agrees with said received query is presently available to communicate with said query source.

17. The system of claim 1, wherein a unique query identifier is associated with each of said queries and said selected indicium, for said previously presented query that substantially agrees with said received query, includes at least a portion of the unique query identifier.

18. The system of claim 1, wherein said dispatcher system allows at least one change in said classification format.

19. The system of claim 18, wherein said change allowed in said classification format includes at least one of:

addition of a class to said format;

deletion of a class from said format; and

reclassification of at least a portion of queries belonging to a class.

20. The system of claim 1, wherein said computer is further programmed to provide a sequence of one or more selected time intervals for receipt of said second positive response to said query from said at least one selected query responder.

21. The system of claim 20, wherein said computer is further programmed to provide at least first and second of said selected time intervals and to provide a first compensation amount and a second compensation amount for receipt of said second positive response within the first selected time interval and within the second selected time interval, respectively.

22. A method for mediated exchange of information, the method comprising:

receiving an information query from a query source and providing at least one classification for the received query, based on a selected classification;

providing a query filtering system that examines a selected source of one or more queries previously presented, applies a query filter to compare at least one previously presented query with the received query, and provides a selected indicium indicating whether the at least one previously presented query substantially agrees with the received query;

when the at least one previously presented query does not substantially agree with the received query, causing a first information repository search to be performed in response to the query;

providing results of the first information repository search and determining if a first positive response to the query is provided in the results;

when the first positive response is provided from the first repository search results, providing the results for the query source; and

when the first positive response is not provided from the first repository search results;

providing the query to each of a selected group of one or more human query responders, and receiving a query reply, related to the received query, from at least one of the query responders; and

selecting at least one of the responding query responders to provide a second positive response to the query, receiving the second positive response to the query from the selected responding query responder, and providing the second positive response for the source of the query.

23. The method of claim 22, further comprising assigning said received query to at least one classification for a query search.

24. The method of claim 22, further comprising causing a human being to receive and examine said received query and to assign said query to at least one classification for a query search.

25. The method of claim 22, further comprising collecting at least two classifications for said received query, assigning a numerical weight to each classification, and providing a selected classification for said query based on values of the numerical weights relative to each other.

26. The method of claim 25, further comprising assigning said numerical weight to said classification based on a numerical rating assigned to a source for said classification.

27. The method of claim 22, further comprising collecting at least two classifications for said received query and assigning a broadened classification to said query that covers the at least two classifications for said received query.

28. The method of claim 22, further comprising collecting and comparing at least three classifications for said received query with each other, and deleting at least one selected classification when the selected classification is inconsistent with each of at least two other classifications provided by said dispatcher system.

29. The method of claim 22, further comprising:

receiving from said query source a modified query;

causing a second information repository search to be performed in response to the modified query;

providing results of the second repository search and determining if a third positive response to the modified query is provided in the results; and

when the third positive response is provided from the second repository search, providing the results for a source of the modified query.

30. The method of claim 29, further comprising:

when said third positive response is not provided from said second repository search results, providing said modified query to each of said selected group of query responders, and receiving a query reply, from at least one of said query responders, for responding to said modified query; and

selecting at least one of said replying query responders to provide a fourth positive response to said modified query, when said third positive response is not provided from said second repository search results, receiving the fourth positive response to said modified query from the selected replying query responder, and providing the fourth positive response for said query source.

31. The method of claim 22, further comprising:

determining whether said query source accepts said first positive response, when said first positive response is provided from said first repository search; and

when said query source does not accept said first positive response;

providing said query to each of said selected group of human query responders, and receiving said query reply to said query, from at least one of said query responders; and

selecting at least one of said responding query responders to provide said second positive response to said query, and receiving said second positive response to said query from said selected responding query responder.

32. The method of claim 22, further comprising receiving and analyzing an indicium from said query source that provides a rating of at least one of said first repository search and said selected responding query responder, based on at least one of the following criteria:

promptness of response to said query;

relevance of response to said query;

completeness of response to said query; and

cost of response to said query.

33. The method of claim 22, further comprising:

receiving an upper limit on an estimated cost for said second response to said query by one of said selected group of said query responders; and

selecting said query responder to respond to said query only if said query reply by said query responder includes an estimated cost that is no greater than the estimated cost upper limit provided for said second response to said query.

34. The method of claim 22, further comprising:

receiving an upper limit on an estimated cost for said second response to said query by one of said selected group of said query responders; and

when each of said query replies received from said query responders includes an estimated cost that is greater than the estimated cost upper limit, allowing at least one of said query responders to submit a revised estimated cost and comparing each revised estimated cost with the upper limit.

35. The method of claim 22, further comprising including in said received query at least one of:

(1) a statement of asserted fact and (2) a question relating to information that may be available on a specified topic.

36. The method of claim 22, further comprising:

when said previously presented query substantially agrees with said received query, providing at least a portion of said first positive response for said previously presented query and said second positive response for said previously presented query for review by said query source.

37. The method of claim 22, further comprising providing, for said query source, an indication whether at least one source of said previously presented query that substantially agrees with said received query is presently available to communicate with said query source.

38. The method of claim 22, further comprising:

associating a unique query identifier with each of said queries; and

including at least a portion of the unique query identifier for said selected indicium, for said previously presented query that substantially agrees with said received query.

39. The method of claim 22, further comprising allowing at least one change in said classification format.

40. The method of claim 39, further comprising including said change allowed in said classification format, at least one of:

addition of a class to said format;

deletion of a class from said format; and

reclassification of at least a portion of queries belonging to a class.

41. The method of claim 22, further comprising providing a sequence of one or more selected time intervals for receipt of said second positive response to said query from said at least one selected query responder.

42. The method of claim 41, further comprising providing at least first and second of said selected time intervals and providing a first compensation amount and a second compensation amount for receipt of said second positive response within the first selected time interval and within the second selected time interval, respectively.