Method and system for facilitating the exchange of information between human users in a networked computer system

• US 5,948,054 A
• Filed: 02/27/1996
• Issued: 09/07/1999
• Est. Priority Date: 02/27/1996
• Status: Expired due to Term

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Inventors: Nielsen, Jakob
• Primary Examiner(s): Maung, Zarni
• Assistant Examiner(s): Barot, Bharat
• Application Number:
  US08/606,716
• Time in Patent Office: 1,288 Days
• Field of Search: 395/200.01, 395/200.02, 395/200.03, 395/200.09, 395/207, 395/209, 395/604, 395/605, 395/759, 395/762, 395/793, 395/200.3, 395/200.32, 395/200.33 , 395/200.47-200.5, 395/200.59, 395/609, 395/610, 395/615, 395/200, 709/200-203, 709/206-207, 709/217, 709/219, 709/227-229, 709/3-6, 707/9-10, 707/100-104, 705/7-9
• US Class Current: 709/200
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

In a networked computer system including a customer computer associated with a human customer, one or more consultant computers associated with one or more human consultants, and a server computer, the human customer sends an information request to the server via the customer computer. The request, which includes a question that the customer wishes to have answered, does not specify a consultant from which the answer may be obtained. In response, the server determines which one or ones of the consultants is qualified to provide the requested information. The server then solicits the requested information from one or more of the qualified consultants. If at least one of the qualified consultants decides to provide the requested information, then the server receives the information from the consultant via one of the consultant computers. Thereafter, the server sends the information to the customer via the customer computer. In this manner, the server matches the human customer with the question with a human consultant with the answer. By doing so, the sever enables the customer to obtain an answer to his question without knowing up front which consultant has sufficient knowledge to provide the answer.

Claims

1. A computer implemented method for facilitating the exchange of information between human users in a networked computer environment, comprising the steps of:

receiving an information request from a human customer user via a customer computer, wherein the information request does not specify a source from which the requested information can be obtained;

determining, based upon the information request and a set of consultant qualification information, at least one qualified human consultant user qualified to provide the requested information;

soliciting the requested information from the qualified consultant user;

determining whether the qualified consultant user wishes to provide the requested information;

in response to an indication that the qualified consultant user wishes to provide the requested information, receiving the requested information from the qualified consultant user via a consultant computer; and

sending the requested information to the customer user via the customer computer.

2. The method of claim 1, wherein the step of determining at least one qualified human consultant user comprises the steps of:

performing a natural language analysis on the information request;

performing a natural language analysis on the set of consultant qualification information; and

selecting at least one qualified human consultant user based upon a comparison of the natural language analysis of the information request and the natural language analysis of the consultant qualification information.

3. The method of claim 1, wherein the information request includes information on one or more categories, each category indicating a topic area to which the information request pertains, wherein the consultant qualification information includes at least one area of expertise for each consultant user, and wherein the step of determining at least one qualified human consultant user comprises the step of:

selecting at least one qualified human consultant user based upon a comparison of the one or more categories in the information request with the at least one area of expertise of each consultant user.

4. The method of claim 1, wherein the step of soliciting comprises the step of:

posting the information request to a web page associated with the qualified consultant user.

5. The method of claim 4, wherein the information request posted to the web page associated with the qualified consultant user does not include any information pertaining to the customer user who submitted the information request.

6. The method of claim 1, further comprising the steps of:

in response to an indication that the qualified consultant user does not wish to provide the requested information, determining, based upon the information request and the set of consultant qualification information, at least one other qualified human consultant user qualified to provide the requested information; and

soliciting the requested information from the other qualified consultant user.

7. A system for facilitating the exchange of information between human users in a networked computer environment, comprising:

a mechanism configured to receive an information request from a human customer user via a customer computer, wherein the information request does not specify a source from which the requested information can be obtained;

a mechanism configured to determine, based upon the information request and a set of consultant qualification information, at least one qualified human consultant user qualified to provide the requested information;

a mechanism configured to solicit the requested information from the qualified consultant user;

a mechanism configured to determine whether the qualified consultant user wishes to provide the requested information;

a mechanism configured to receive, in response to an indication that the qualified consultant user wishes to provide the requested information, the requested information from the qualified consultant user via a consultant computer; and

a mechanism configured to send the requested information to the customer user via the customer computer.

8. The system of claim 7, wherein the mechanism configured to determine at least one qualified human consultant user comprises:

a mechanism configured to perform a natural language analysis on the information request;

a mechanism configured to perform a natural language analysis on the set of consultant qualification information; and

a mechanism configured to select at least one qualified human consultant user based upon a comparison of the natural language analysis of the information request and the natural language analysis of the consultant qualification information.

9. The system of claim 7, wherein the information request includes information on one or more categories, each category indicating a topic area to which the information request pertains, wherein the consultant qualification information includes at least one area of expertise for each consultant user, and wherein the mechanism configured to determine at least one qualified human consultant user comprises:

a mechanism configured to select at least one qualified human consultant user based upon a comparison of the one or more categories in the information request with the at least one area of expertise of each consultant user.

10. The system of claim 7, wherein the mechanism configured to solicit comprises:

a mechanism configured to post the information request to a web page associated with the qualified consultant user.

11. The system of claim 10, wherein the information request posted to the web page associated with the qualified consultant user does not include any information pertaining to the customer user who submitted the information request.

12. The system of claim 7, further comprising:

a mechanism configured to determine, in response to an indication that the qualified consultant user does not wish to provide the requested information, and based upon the information request and the set of consultant qualification information, at least one other qualified human consultant user qualified to provide the requested information; and

a mechanism configured to solicit the requested information from the other qualified consultant user.

13. A computer program product for facilitating the exchange of information between human users in a networked computer environment, comprising:

code for causing one or more processors to receive an information request from a human customer user via a customer computer, wherein the information request does not specify a source from which the requested information can be obtained;

code for causing one or more processors to determine, based upon the information request and a set of consultant qualification information, at least one qualified human consultant user qualified to provide the requested information;

code for causing one or more processors to solicit the requested information from the qualified consultant user;

code for causing one or more processors to determine whether the qualified consultant user wishes to provide the requested information;

code for causing one or more processors to receive, in response to an indication that the qualified consultant user wishes to provide the requested information, the requested information from the qualified consultant user via a consultant computer; and

code for causing one or more processors to send the requested information to the customer user via the customer computer.

14. The computer program product of claim 13, wherein the code for causing one or more processors to determine at least one qualified human consultant user comprises:

code for causing one or more processors to perform a natural language analysis on the information request;

code for causing one or more processors to perform a natural language analysis on the set of consultant qualification information; and

code for causing one or more processors to select at least one qualified human consultant user based upon a comparison of the natural language analysis of the information request and the natural language analysis of the consultant qualification information.

15. The computer program product of claim 13, wherein the information request includes information on one or more categories, each category indicating a topic area to which the information request pertains, wherein the consultant qualification information includes at least one area of expertise for each consultant user, and wherein the code for causing one or more processors to determine at least one qualified human consultant user comprises:

code for causing one or more processors to select at least one qualified human consultant user based upon a comparison of the one or more categories in the information request with the at least one area of expertise of each consultant user.

16. The computer program product of claim 13, wherein the code for causing one or more processors to solicit comprises:

code for causing one or more processors to post the information request to a web page associated with the qualified consultant user.

17. The computer program product of claim 16, wherein the information request posted to the web page associated with the qualified consultant user does not include any information pertaining to the customer user who submitted the information request.

18. The computer program product of claim 13, further comprising:

code for causing one or more processors to determine, in response to an indication that the qualified consultant user does not wish to provide the requested information, and based upon the information request and the set of consultant qualification information, at least one other qualified human consultant user qualified to provide the requested information; and

code for causing one or more processors to solicit the requested information from the other qualified consultant user.