Interactive peer directory with question router

• US 8,918,391 B2
• Filed: 06/26/2012
• Issued: 12/23/2014
• Est. Priority Date: 12/02/2009
• Status: Active Grant

• Current Assignee: Gartner, Inc.
• Original Assignee: Gartner, Inc.
• Inventors: Polonsky, Nir, Keif, Brian, Malangi, Girish, Patterson, Maria, Rosenblatt, Andrew, Vittal, Malini
• Primary Examiner(s): Wong, Leslie
• Application Number:
  US13/532,936
• Publication Number:
  US 20120272164A1
• Time in Patent Office: 910 Days
• Field of Search: 707/733, 707/734, 707/758, 707/969, 709/204, 709/227
• US Class Current: 707/732
• CPC Class Codes: G06F 16/1834 implemented based on peer-to-peer networks, e.g. gnutella p2p communication protocols H04L67/104
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/48 Message addressing, e.g. address format or anonymous messages, aliases
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: Y10S 707/967 Peer-to-peer

Abstract

A computer network implemented peer forum system and method enabling question and answer rates to be increased by automatically routing questions and receiving answers to and from peers. Information is input into network via a user interface. A peer forum system enables users to ask and answer questions. A forums database captures questions and answers provided via the peer forum system. A stage database pulls and stores questions from the forums database. A question router pulls the questions from the stage database and finds peers who can answer the questions using a peer search module that uses implicit and explicit user profiles to determine the best subject matter experts to answer the questions. A set of throttle rules is associated with the question router for determining if a peer is eligible to answer a question. A delivery system delivers a communication to eligible peers requesting an answer to the question.

Claims

1. A peer forum system for routing questions and answers among peers having common interests, the peer forum system being implemented on a digital computer network and comprising:

a user interface operatively associated with a digital computer for enabling user information to be input via the digital computer network; and

a question router associated with the digital computer network, said question router being adapted to automatically route questions to relevant peers, thereby increasing question and answer rates provided by the peer forum system, said question router comprising;

a forums database for capturing questions and answers provided via the peer forum system;

a stage database associated with the forums database for pulling questions from the forums database and storing the questions;

a peer search module associated with the stage database for pulling the questions from the stage database and finding peers who can answer the questions;

a recommendation engine operatively associated with the peer search module for recommending peers who can answer the question;

a peer profile database associated with the recommendation engine that stores explicit and implicit profiles for each of the peers;

a set of throttle rules associated with the peer search module for determining if peers found by the peer search module are eligible to be sent a communication requesting the peers to answer the question; and

a communication delivery system for delivering the communication to eligible peers;

wherein;

the implicit profiles for the peers comprise user-related information relating to independent behavior of the peers on the digital computer network; and

the user-related information relating to independent behavior of the peers on the digital computer network comprises at least one of search terms used, documents read, and alerts set up on the digital computer network.

2. The peer forum system of claim 1, wherein the recommendation engine comprises a collaborative and cluster filtering algorithm.

3. The peer forum system of claim 1, further comprising a profile which includes the peer'"'"'s propensity to answer questions on the system.

4. The peer forum system of claim 3, wherein said profile further includes the peer'"'"'s demonstrable subject matter expertise on the peer forum system.

5. The peer forum system of claim 1, further comprising a profile which includes the peer'"'"'s demonstrable subject matter expertise on the peer forum system.

6. The peer forum system of claim 1, wherein said question router uses past contribution histories of peers to determine relevant peers who are more likely to answer questions routed to them.

7. The peer forum system of claim 1, wherein the explicit profiles for the peers comprise user-related information derived from registration information provided by the peers.

8. The peer forum system of claim 1, further comprising:

a touch database for capturing communications delivered by the communication delivery system and storing the communications for subsequent use in counting the communications to eligible peers and for deriving the throttle rules.

9. A method for routing questions and answers among peers having common interests, the method being carried out on a digital computer network and comprising the steps of:

capturing a question asked by a user in a forums database;

storing the question from the forums database in a stage database;

transferring the question from the stage database into a peer search module;

calculating recommendations of peers who can answer the question by a recommendation engine operatively associated with the peer search module;

providing a peer profile database associated with the recommendation engine that stores explicit and implicit profiles for each of the peers;

ascertaining one or more peers capable of answering the question from the peer search module; and

requesting via an electronic communication that one or more peers answer the question;

wherein;

the implicit profiles for the peers comprise user-related information relating to independent behavior of the peers on the digital computer network; and

the user-related information relating to independent behavior of the peers on the digital computer network comprises at least one of search terms used, documents read, and alerts set up on the digital computer network.

10. The method of claim 9, wherein the step of ascertaining one or more peers capable of answering the question comprises using one or more filtering algorithms to match a field of expertise of the peer to subject matter relating to the question.

11. The method of claim 10, wherein the step of using one or more filtering algorithms comprises providing input related to the peers to the one or more filtering algorithms.

12. The method of claim 11, wherein the step of providing input related to the peers to the one or more filtering algorithms comprises:

considering, for each peer, the explicit profile of the peer derived from registration information provided by the peer; and

considering, for each peer, the implicit profile of the peer derived from the information relating to behavior of the peer on the digital computer network.

13. The method of claim 12, further comprising considering at least one of:

(i) a peer'"'"'s propensity to answer questions on the peer forum system, and

(ii) a peer'"'"'s subject matter expertise demonstrated on the peer forum system.

14. The method of claim 9, further comprising the step of determining if the one or more peers ascertained can be requested to answer the question.

15. The method of claim 9, further comprising capturing the electronic communication requesting that the one or more peers answer the question.

16. The method of claim 9, further comprising receiving an answer in response to the step of requesting that the one or more peers answer the question.