Expertise referrals using a real-time communication system

• US 8,468,194 B2
• Filed: 12/30/2008
• Issued: 06/18/2013
• Est. Priority Date: 12/30/2008
• Status: Expired due to Fees

• Current Assignee: Snap, Inc.
• Original Assignee: International Business Machines Corporation
• Inventors: Dreyfus, Marc, Silva, Asima, Weir, Robert C., Lam, Derek S.
• Primary Examiner(s): Nguyen, Thuong
• Application Number:
  US12/345,709
• Publication Number:
  US 20100169426A1
• Time in Patent Office: 1,631 Days
• Field of Search: 709/60, 709/202, 379/216, 705/9
• US Class Current: 709/202
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A computer-implemented method of providing expertise based referrals can include receiving, from a first user, a voucher specifying a second user seeking expertise and a third user as a potential subject matter expert. Responsive to execution of the voucher, an instant messaging session between the second user and the third user can be established and an input from the second user indicating whether a posed question from the second user is resolved can be received. When the posed question is resolved, a role of maven can be assigned to the first user and a role of subject matter expert can be assigned to the third user. A transcript of the instant messaging session between the second user and the third user, a reference to the first user with the assigned role, and a reference to the third user with the assigned role can be stored as part of a referral transaction.

Claims

1. A computer-implemented method of providing expertise based referrals, the method comprising:

receiving, from a first messaging client associated with a first user, a voucher specifying a second user associated with a second messaging client seeking expertise and a third user associated with a third messaging client as a potential subject matter expert, wherein the voucher is a programmatic object representing a right of an individual to query another about a particular subject or topic;

assigning a role of potential maven to the first user and a role of potential subject matter expert to the third user;

responsive to execution of the voucher, establishing an instant messaging session between the second messaging client and the third messaging client;

receiving an input from the second messaging client indicating whether a question posed by the second user is resolved; and

when the question is resolved, assigning a role of maven to the first user and a role of subject matter expert to the third user, and storing, as part of a referral transaction, a transcript of the instant messaging session between the second messaging client and the third messaging client, a reference to the first user with the assigned role, and a reference to the third user with the assigned role.

2. The computer-implemented method of claim 1, wherein responsive to execution of the voucher, establishing an instant messaging session between the second messaging client and the third messaging client comprises establishing the instant messaging session only with the second messaging client and the third messaging client, wherein the first user is excluded from the instant messaging session.

3. The computer-implemented method of claim 1, further comprising:

receiving an input from the third messaging client indicating that the third user is unable to provide an answer to the posed question; and

receiving, from the third messaging client, a further voucher specifying the second user and a fourth user as a potential subject matter expert, wherein the further voucher is associated with the referral transaction.

4. The computer-implemented method of claim 3, further comprising:

expiring the voucher;

assigning a role of potential maven to the first user; and

replacing the role of potential subject matter expert for the third user with the role of potential maven.

5. The computer-implemented method of claim 1, wherein responsive to execution of the voucher, establishing an instant messaging session between the second messaging client and the third messaging client further comprises:

sending an automated message to the second messaging client indicating the establishment of the instant messaging session with the third user as a potential subject matter expert; and

sending an automated message to the third messaging client indicating the establishment of the instant messaging session with the second user as the seeker.

6. The computer-implemented method of claim 1, further comprising, responsive to determining that the posed question is resolved, expiring the voucher.

7. The computer-implemented method of claim 1, further comprising monetizing the referral transaction by selectively assigning tokens to users assigned a role of maven and users assigned a role of subject matter expert according to the resolution of the posed question.

8. The computer-implemented method of claim 1, further comprising allocating a predetermined number of vouchers from the third user to the first user, wherein each voucher allocated from the third to the first user is usable by the first user in referring a seeker to the third user.

9. A system for performing expertise based referrals, the system comprising:

a processor executing computer-usable program code, wherein the processor;

receives, from a first messaging client associated with a first user, a voucher specifying a second user associated with a second messaging client seeking expertise and a third user associated with a third messaging client as a potential subject matter expert, wherein the voucher is a programmatic object representing a right of an individual to query another about a particular subject or topic;

assigns a role of potential maven to the first user and a role of potential subject matter expert to the third user;

responsive to execution of the voucher, establishes an instant messaging session between the second messaging client and the third messaging client;

receives an input from the second messaging client indicating whether a question posed by the second user is resolved; and

when the posed question is resolved, assigns a role of maven to the first user and a role of subject matter expert to the third user, and stores, as part of a referral transaction, a transcript of the instant messaging session between the second messaging client and the third messaging client, a reference to the first user with the assigned role, and a reference to the third user with the assigned role.

10. The system of claim 9, wherein responsive to execution of the voucher, the processor establishes an instant messaging session between the second messaging client and the third messaging client by establishing the instant messaging session only with the second messaging client and the third messaging client, wherein the first user is excluded from the instant messaging session.

11. The system of claim 9, wherein the processor further:

receives an input from the third messaging client indicating that the third user is unable to provide an answer to the posed question; and

receives, from the third messaging client, a further voucher specifying the second user and a fourth user as a potential subject matter expert, wherein the further voucher is associated with the referral transaction.

12. The system of claim 11, wherein the processor further:

expires the voucher;

assigns a role of potential maven to the first user; and

replaces the role of potential subject matter expert for the third user with the role of potential maven.

13. The system of claim 9, wherein responsive to execution of the voucher, and establishing an instant messaging session between the second messaging client and the third messaging client, the processor further:

sends an automated message to the second messaging client indicating the establishment of the instant messaging session with the third user as a potential subject matter expert; and

sends an automated message to the third messaging client indicating the establishment of the instant messaging session with the second user as the seeker.

14. The system of claim 9, wherein the processor, responsive to determining that the posed question is resolved, expires the voucher.

15. The system of claim 9, wherein the processor further monetizes the referral transaction by selectively assigning tokens to users assigned a role of maven and users assigned a role of subject matter expert according to the resolution of the posted question.

16. The system of claim 9, wherein the processor, allocates a predetermined number of vouchers to the first user from the third user, wherein each voucher allocated from the third to the first user is usable by the first user in referring a seeker to the third user.

17. A computer program product comprising:

a non-transitory computer-usable storage comprising non-transitory computer-usable program code stored thereon that, when executed by a computer, provides expertise based referrals, the non-transitory computer-usable storage comprising;

non-transitory computer-usable program code that receives, from a first messaging client associated with a first user, a voucher specifying a second user associated with a second messaging client seeking expertise and a third user associated with a third messaging client as a potential subject matter expert, wherein the voucher is a programmatic object representing a right of an individual to query another about a particular subject or topic;

non-transitory computer-usable program code that assigns a role of potential maven to the first user and a role of potential subject matter expert to the third user;

non-transitory computer-usable program code that, responsive to execution of the voucher, establishes an instant messaging session between the second messaging client and the third messaging client;

non-transitory computer-usable program code that receives an input from the second messaging client indicating whether a posted question from the second user is resolved; and

non-transitory computer-usable program code that, when the posed question is resolved, assigns a role of maven to the first user and a role of subject matter expert to the third user, and stores, as part of a referral transaction, a transcript of the instant messaging session between the second messaging client and the third messaging client, a reference to the first user with the assigned role, and a reference to the third user with the assigned role.

18. The computer program product of claim 17, wherein the non-transitory computer-usable program code that, responsive to execution of the voucher, establishes an instant messaging session between the second messaging client and the third messaging client further comprises:

non-transitory computer-usable program code that sends an automated message to the second messaging client indicating the establishment of the instant messaging session with the third user as a potential subject matter expert; and

non-transitory computer-usable program code that sends an automated message to the second messaging client indicating the establishment of the instant messaging session with the third user as a potential subject matter expert.

19. The computer program product of claim 17, wherein the non-transitory computer-usable storage further comprises non-transitory computer-usable program code that monetizes the referral transaction by selectively assigning tokens to users assigned a role of maven and users assigned a role of subject matter expert according to the resolution of the posed question.

20. The computer program product of claim 17, wherein the non-transitory computer-usable storage further comprises non-transitory computer-usable program code that allocates a predetermined number of vouchers from the third user to the first user, wherein each voucher allocated from the third to the first user is usable by the first user in referring a seeker to the third user.