System and method for rule-based information routing and participation

• US 9,094,282 B2
• Filed: 03/08/2013
• Issued: 07/28/2015
• Est. Priority Date: 04/27/2012
• Status: Active Grant

• Current Assignee: Benbria Corporation
• Original Assignee: Benbria Corporation
• Inventors: Richardson, Ronald, Du, Ying
• Primary Examiner(s): Truong, Dennis
• Application Number:
  US13/791,482
• Publication Number:
  US 20130290532A1
• Time in Patent Office: 872 Days
• Field of Search: 707/610, 707/732, 707/706, 707/723, 707/736, 709/206, 709/238, 709/240, 715/752, 705/26, 705/301, 705/304, 379/265.11, 379/88.22
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks

Abstract

What is disclosed is a system for communicating information between one or more participants of a loop, the one or more participants being associated with an organization, the system comprising one or more processors configured to initiate a loop in response to receiving an input from a first participant of the loop, the loop being associated with one or more attributes; determine, based on one or more first routing rules, a second participant of the loop; and in response to the determination, provide access to a first portion of information associated with the loop to the second participant.

Claims

1. A system for communicating information between one or more participants of a loop associated with an issue resolution process, the one or more participants being associated with an organization, the system comprising:

one or more servers to;

(i) initiate a loop in response to receiving an input from a first participant of the loop via a first electronic device coupled to at least one of the one or more servers via a network,

wherein said one or more servers initiate said loop based on a microblog update created on a social networking site, said initiation further comprising

(1) capturing said created microblog update based on matching of said created microblog update to a retrieval criteria,

(2) filtering said captured microblog update to determine whether to remove said captured microblog update,

(3) wherein if said captured microblog update is not removed, prioritizing said captured and filtered microblog update based on at least one prioritization criterion,

 

wherein said prioritization criterion comprises

 

popularity of a microblogger who created the microblog update,

 

influence of the microblogger,

 

time differential between an event related to said created microblog update, and

 

geographical proximity of the microblogger to the business where the event took place, and

(4) classifying said prioritized, captured and filtered microblog update as actionable, and

(ii) the loop being associated by at least one of said one or more servers with one or more attributes;

(iii) determine, based on one or more routing rules retrieved by said one or more servers from a database connected to said one or more servers, a second participant of the loop,

wherein the determining of the second participant of the loop comprises the one or more servers using the one or more routing rules to determine if at least one of the one or more attributes is followed by the second participant, and

wherein said one or more routing rules are set using either the first electronic device or a different electronic device;

(iv) in response to the determination, provide access to a first portion of information associated with the loop to the second participant;

(v) close said loop upon resolution of the issue;

(vi) upon said closure of the loop, generate data to enable tracking of performance of at least one of the one or more participants in resolving the issue; and

(vii) store said generated data within the database connected to said one or more servers.

2. The system of claim 1, wherein at least one of the one or more participants of the loop engages with the loop via one or more electronic devices.

3. The system of claim 1, wherein at least one of the one or more attributes is a derived attribute, wherein the one or more servers derive the at least one derived attribute using automated semantic analysis,

wherein the deriving is based on (i) one or more logical rules, (ii) one or more inference-based rules about the one or more attributes, (iii) one or more inference-based rules about the one or more participants of the loop, or any combination thereof.

4. The system of claim 3, wherein at least one of the one or more attributes has a parent attribute,

the parent attribute is a derived attribute, and

said parental relationship determined using said automated semantic analysis.

5. The system of claim 3, wherein at least one of the one or more attributes has a child attribute,

the child attribute is a derived attribute, and

said parental relationship determined using said automated semantic analysis.

6. The system of claim 3, wherein the association of the loop with the one or more attributes is based on (i) one or more rules or (ii) one or more events occurring and wherein said association is performed either explicitly or implicitly.

7. The system of claim 1, further wherein

said one or more servers use an organization chart to determine supervisors of at least one of said one or more participants;

said system further comprising

a notification subsystem running on at least one of the one or more servers to notify said supervisors of the initiation of the loop; and

said one or more servers making said generated data available upon closure of the loop to said supervisors to enable tracking of performance of said at least one of said one or more participants.

8. The system of claim 1, further comprising a monitoring subsystem running on at least one of said one or more servers to monitor statistics related to said loop comprising

(i) time that said loop has been live, and

(ii) number of messages within the loop.

9. The system of claim 1, wherein said one or more servers forward information associated with the loop to a customer relationship management program, said forwarding operative to allow

viewing of one or more portions of said forwarded information on a per customer basis;

and

monitoring performance of at least one of the one or more participants.

10. The system of claim 1, wherein said first electronic device is a kiosk.

11. The system of claim 1, wherein

said attributes followed by the second participant are stored in a participant profile on the database that the routing rules are stored in;

further wherein said second participant chooses the attributes to follow using a web interface running on either the first or the different electronic device.

12. The system of claim 1, wherein said generated data is combined with other performance data by said one or more servers to enable said tracking of performance of at least one of the one or more participants.

13. The system of claim 1, wherein said one or more routing rules are set using one or more facets via a hierarchical interface running on either the first electronic device or a different electronic device.

14. The system of claim 1, wherein upon closure of the loop

said first participant receives notification of the closure of the loop by a notification subsystem running on at least one of the one or more servers;

a website interface is made available by said one or more servers for said first participant to provide a final rating of the issue resolution process associated with the loop.

15. A system for communicating information between a plurality of participants of a plurality of loops associated with a plurality of issue resolution processes, the plurality of participants being associated with an organization, the system comprising:

one or more servers to;

(i) initiate said plurality of loops in response to receiving inputs from a plurality of first participants via a plurality of first electronic devices coupled to at least one of the one or more servers via a network,

wherein said one or more servers initiate said plurality of loops based on at least one microblog update created on at least one social networking site, said initiation further comprising

(1) capturing said created at least one microblog update based on matching of said created at least one microblog update to a retrieval criteria,

(2) filtering said captured at least one microblog update to determine whether to remove said captured at least one microblog update,

(3) wherein if said captured at least one microblog update is not removed, prioritizing said captured and filtered at least one microblog update based on at least one prioritization criterion,

wherein said prioritization criterion comprises

popularity of a microblogger who created the at least one microblog update,

influence of the microblogger,

time differential between at least one event related to said created at least one microblog update, and

geographical proximity of the microblogger to the business where the at least one event took place, and

(4) classifying said prioritized, captured and filtered at least one microblog update as actionable;

(ii) the plurality of loops being associated by at least one of said one or more servers with a plurality of attributes;

(iii) for at least one of the loops, determine, based on one or more routing rules retrieved by said one or more servers from a database connected to said one or more servers, one or more second participants of the at least one loop, wherein the determining of the one or more second participants of the at least one loop comprises the one or more servers using the one or more routing rules to determine if at least one of the one or more attributes is followed by the one or more second participants, wherein said one or more routing rules are set using one or more electronic devices;

(iv) in response to the determination, provide access to a first portion of information associated with the at least one loop to the one or more second participants;

(v) close at least some of said plurality of loops upon resolution of the issues associated with said at least some of said plurality of loops;

(vi) for each closed loop, generate data to enable tracking of performance of at least one of the one or more participants associated with said closed loop in resolving the issue; and

(vii) store said generated data within the database connected to said one or more servers.

16. The system of claim 15, further wherein for each of said one or more second participants

said one or more servers determine which of the one or more routing rules are associated with the corresponding second participant;

based on said determining of the associated routing rules, said one or more servers determine which of the attributes are followed by the corresponding second participant; and

based on said determining of the followed attributes, said one or more servers determine which of the plurality of loops are visible to the corresponding second participant.

17. The system of claim 16, wherein one or more of the plurality of loops are visible to the corresponding second participant, further wherein

a monitoring subsystem running on at least one of said one or more servers monitors statistics related to each said visible loop comprising

(i) time that each said visible loop has been live, and

(ii) number of messages within each said visible loop.

18. The system of claim 17, wherein for the corresponding second participant, upon closure of each said visible loop, said one or more servers determines the percentage of total loops involving the corresponding second participant which have been resolved.

19. The system of claim 17, wherein for each corresponding second participant, upon closure of each said visible loop, said one or more servers determines the number of outstanding loops for the corresponding second participant.

20. A system for communicating information between a plurality of participants of a plurality of loops associated with a plurality of issue resolution processes, the one or more participants being associated with an organization, the system comprising:

one or more servers to;

(i) initiate said plurality of loops in response to receiving inputs from a plurality of first participants via a plurality of first electronic devices coupled to at least one of the one or more servers via a network,

wherein said one or more servers initiate said plurality of loops based on at least one microblog update created on at least one social networking site, said initiation further comprising

(1) capturing said created microblog update based on matching of said created microblog update to a retrieval criteria,

(2) filtering said captured microblog update to determine whether to remove said captured microblog update,

(3) wherein if said captured microblog update is not removed, prioritizing said captured and filtered microblog update based on at least one prioritization criterion,

wherein said prioritization criterion comprises

popularity of a microblogger who created the microblog update,

influence of the microblogger,

time differential between at least one event related to said created at least one microblog update, and,

geographical proximity of the microblogger to the business where said at least one event took place, and

(4) classifying said prioritized, captured and filtered microblog update as actionable;

(ii) the loops being associated by at least one of said one or more servers with a plurality of attributes;

(iii) determine, based on one or more routing rules retrieved by said one or more servers from a database connected to said one or more servers, one or more second participants of the at least one loop,

wherein the determining of the one or more second participants of the at least one loop comprises the one or more servers using the one or more routing rules to determine if at least one of the one or more attributes is followed by the one or more second participants, wherein said one or more routing rules are set using one or more electronic devices,

(iv) determine, using an organization chart, supervisors of at least one of said one or more second participants,

further wherein a notification subsystem running on at least one of the one or more servers notify said supervisors of the initiation of the loop;

(v) in response to the determination, provide access to a first portion of information associated with the at least one loop to the one or more second participants;

(vi) close at least some of said plurality of loops upon resolution of the issues associated with said at least some of said plurality of loops;

(vii) generate data to enable tracking of performance of at least one of the one or more second participants associated with said closed loops in resolving the issue;

(viii) store said generated data within the database connected to said one or more servers;

(ix) make available said generated data to said supervisors of at least one of the one or more second participants to enable tracking of performance;

(x) send, using said notification subsystem, notifications of closure of said loops to said first participants associated with said closed loops;

(xi) make available a website interface for each of said first participants to provide a final rating on the outcome of the issue resolution process associated with each of said closed loops; and

(xii) forward said final ratings data to a customer relationship management program to enable viewing of said final ratings data on a per-customer basis by said supervisors.