Escalating online expert help
AssigneeAspect Software, Inc.
InventorPrabhuram Mohan
Life of this patent
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Abstract
A method and apparatus for providing a human expert to answer a question from an agent in real time. The method includes the steps of identifying a plurality of human experts based upon a subject matter of the question, determining an availability of at least some of the plurality of identified experts and selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.
Claims27
A method of providing a human expert to answer a question from an agent in real time comprising:
- identifying a plurality of human experts best suited to answer the question based upon a subject matter of the question;
- determining an availability of at least some of the plurality of identified experts;
- and
- selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.
An apparatus for providing a human expert to answer a question from an agent in real time comprising:
- means for identifying a plurality of human experts best suited to answer the question based upon a subject matter of the question;
- means for determining an availability of at least some of the plurality of identified experts;
- and
- means for selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.
An apparatus for providing a human expert to answer a question from an agent in real time comprising:
- a matching processor that identifies a plurality of human experts best suited to answer the question based upon a subject matter of the question;
- a communication processor that determines an availability of at least some of the plurality of identified experts;
- and
- an expert selection processor that selects an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.
Dependencies are inferred from the claim text.