Knowledge management system automatically allocating expert resources
First Claim
1. A knowledge management system allocating expert resources, said knowledge management system comprising:
- a plurality of devices communicating information requests from associated requesters;
expert data storage storing expert data in an expert database;
requestor data storage storing data on said associated requesters in a requestor database; and
a pairing unit pairing information requests with appropriate experts, said pairing unit determining an associated requestor for each incoming request and matching both requestor data for said associated requestor and said incoming request with expert data for an appropriate expert.
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0 Petitions
Accused Products
Abstract
A knowledge management system allocating expert resources, method of allocating expert resources and program product therefor. Information requests are provided over networked devices, e.g., over voice and data networks. Data on experts may be stored in an expert database and data on requesters stored in a requestor database. A pairing unit identifies an appropriate expert matched to each request and requestor. The pairing unit includes a request/requestor characterization unit collecting request/requestor attributes, a matching unit matching request/requestor attributes with an expert, and a routing unit routing each incoming request to a selected matching expert.
256 Citations
42 Claims
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1. A knowledge management system allocating expert resources, said knowledge management system comprising:
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a plurality of devices communicating information requests from associated requesters;
expert data storage storing expert data in an expert database;
requestor data storage storing data on said associated requesters in a requestor database; and
a pairing unit pairing information requests with appropriate experts, said pairing unit determining an associated requestor for each incoming request and matching both requestor data for said associated requestor and said incoming request with expert data for an appropriate expert. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method of allocating expert resources in a knowledge management system, said method comprising the steps of:
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a) receiving an incoming request for information;
b) determining request/requestor attributes for said incoming request;
c) searching available experts responsive to said request/requestor attributes; and
d) routing said request to an identified one of said available experts. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A computer program product for allocating expert resources in a knowledge management system, said computer program product comprising a computer usable medium having computer readable program code thereon, said computer readable program code comprising:
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computer readable program code means for receiving an incoming request for information;
computer readable program code means for determining request/requestor attributes for each received said incoming request; and
computer readable program code means for selecting a most appropriate expert from a plurality of available experts responsive to determined said request/requestor attributes. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40, 41, 42)
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Specification