Device, system and method of handling user requests
View Patent ↗Devices, systems and methods of handling user requests. For example, a method includes: receiving an electronic representation of a submitted request; calculating request-related information, submitter-related information, and/or recipient-related information; based on the request-related information and the submitter-related information, determining one or more recipients for the request; distributing the request to said one or more recipients; and storing the request and one or more responses received from said one or more recipients.
1. A computer-implemented method, comprising:
receiving a request submitted by a submitter;
generating, by at least one processor, a representation of a semantic cloud based on the request, said semantic cloud representation comprising a plurality of tags and weighted links between specific tags representing degrees of association between said specific tags, and comprising numeric data values representing degrees of relevance of said tags to the request;
comparing the semantic cloud representation based on the request to respective representations of semantic clouds related to each of a plurality of users who can potentially respond to the request; and
based at least in part on a result of said comparison, selecting, from said plurality of users, at least one user to whom to route the request.
2. The method of claim 1 , wherein the request is a question to which the submitter is seeking an answer.
3. The method of claim 1 , wherein the semantic cloud representation related to each of the plurality of users comprises a set of tags reflective of topics associated with the respective user, and comprises data values representing degrees of relevance of said tags to the respective user.
4. The method of claim 1 , wherein the step of comparing comprises determining a correlation level between the semantic cloud representation based on the request and the respective semantic representation of each based on the plurality of users.
5. The method of claim 1 , wherein the step of comparing comprises using a vector-distance calculation in which each of the semantic cloud representations is treated as a multi-dimensional vector.
6. The method of claim 1 , further comprising using the semantic cloud representation based on the request to automatically match the request to at least one prior submitted request for which a response is available, and making said response available to the submitter.
7. The method of claim 1 , wherein generating the semantic cloud representation based on the request comprises taking profile information of the submitter into consideration in generating the semantic cloud representation based on the request, said profile information being distinct from the request.
8. The method of claim 1 , further comprising using a representation of a semantic cloud related to the submitter to generate the semantic cloud representation based on the request, said semantic cloud representation related to the submitter including tags derived from a user profile of the submitter.
9. The method of claim 1 , wherein generating the semantic cloud representation based on the request comprises generating a set of suggested tags for the request, and outputting the set of suggested tags to the submitter.
10. The method of claim 9 , further comprising providing a user option for the submitter to do at least one of the following: (a) accept the set of suggested tags; (b) submit a modified set of tags for the request.
11. The method of claim 1 , wherein selecting at least one user to whom to route the request comprises, for at least a first user of said plurality of users, taking into consideration how many requests have been routed to the first user over a selected period of time.
12. The method of claim 1 , wherein selecting at least one user to whom to route the request comprises, for at least a first user of said plurality of user, taking into consideration both (a) an average response time of the first user, and (b) an average response time experienced by the submitter in the past.
13. The method of claim 1 , wherein selecting a user to whom to route the request comprises, for at least a first user of said plurality of users, taking into consideration whether the first user is currently online.
14. The method of claim 1 , wherein selecting at least one user to whom to route the request comprises, for at least a first user of said plurality of users, taking into consideration whether the first user is currently available to receive the request via an instant messaging client.
15. The method of claim 1 , further comprising automatically creating a blog for said question and user responses thereto.
16. A system for matching user-submitted requests to users qualified to respond to such requests, the system comprising:
a generator, including at least one processor, that receives a request submitted by a submitter and generates a representation of a semantic cloud based on the request, the semantic cloud representation comprising a plurality of tags and weighted links between specific tags representing degrees to which the specific tags are related and comprising numeric data values representing degrees of relevance of said tags to the request;
a matching system that compares the semantic cloud representation based on the request to respective representations of semantic clouds related to each of a plurality of users who can potentially respond to the request; and a request distribution system that selects one or more particular users to which to send the request based at least on part on an output of the matching system.
17. The system of claim 16 , wherein the semantic cloud representation related to each of the plurality of users comprises a set of tags reflective of topics associated with the respective user, and comprises data values representing degrees of relevance of said tags to the respective user.
18. The system of claim 16 , wherein the matching system determines a correlation level between the semantic cloud representation based on the request and the respective semantic cloud representation based on each of the plurality of users.
19. The system of claim 16 , wherein the matching system performs a vector-distance calculation in which each of the semantic cloud representations is treated as a multi-dimensional vector.
20. The system of claim 16 , further comprising a component that uses the semantic cloud representation based on the request to automatically match the request to at least one prior submitted request for which a response is available.
21. The system of claim 16 , wherein the generator takes user profile information of the submitter into consideration in generating the semantic cloud representation based on the request, said profile information being separate from the request.
22. The system of claim 16 , wherein the generator takes into consideration a representation of a semantic cloud related to the submitter in generating the semantic cloud representation based on the request, said semantic cloud representation related to the submitter including tags derived from a user profile of the submitter.
23. The system of claim 16 , further comprising a tags suggestion generator that generates a set of suggested tags for the request, and outputting the set of suggested tags to the submitter.
24. The system of claim 16 , wherein the request distribution system, in selecting one or more particular users to which to send the request, takes into consideration how many requests have been routed to said users over a period of time.
25. The system of claim 16 , wherein the request distribution system, in selecting one or more particular users to which to send the request, takes into consideration (a) average response times of the candidate recipients of the requests, and (b) an average response time previously experienced by the submitter.
26. The system of claim 16 , wherein the request distribution system, in selecting one or more particular users to which to send the request, takes into consideration whether particular candidate users are currently online.
27. The system of claim 16 , wherein the request distribution system, in selecting one or more particular users to which to send the request, takes into consideration whether particular candidate users are currently available to receive the request via an instant messaging client.