Intelligent presence server systems and methods
AssigneeUnitedHealth Group Incorporated
InventorsHee C. Lee, Joseph M. Molitor, Mary P. Kruse
Life of this patent
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Abstract
A method for directing inquiries to available subject matter experts includes storing an expert database in memory and defining presence states to describe present attributes of each subject matter expert with respect to a number of resource elements. Inquiries are directed to the experts, and response histograms are populated based on whether a response was obtained in a given presence state. The response histograms describe or define a response probability for each subject matter expert, as a function of the corresponding present attributes for each of the resource elements.
Claims20
A computer-implemented method for directing inquiries to available subject matter experts, the method comprising:
- storing an expert database in memory, the expert database identifying a plurality of subject matter experts;
- and
- with a processor in communication with the memory:
- defining a presence state for each of the subject matter experts, wherein the presence states describe present attributes of the subject matter experts with respect to a plurality of corresponding resource elements;
- directing inquiries to the subject matter experts;
- and
- generating response histories based on responses to the inquiries, wherein each response history is associated with the presence state of a respective subject matter expert at a time the inquiries are directed, and wherein the response histories describe a probability of response by the respective subject matter expert as a function of the present attributes of the associated presence state;
- and
- selecting at least one of the subject matter experts for responding to a question based on the probability of response for the at least one selected subject matter expert, when in the associated presence state.
A computer-implemented inquiry server system comprising:
- a database comprising memory configured for storing response histories associated with a plurality of respective subject matter experts, wherein the response histories describe a response probability of each subject matter expert based on a corresponding presence state;
- a processor in communication with the database, the processor configured for defining the presence state corresponding to each of the subject matter experts, wherein the presence state describes present attributes of each subject matter expert with respect to a plurality of resource elements;
- and
- a server in communication with the processor, the server configured for sending an inquiry to at least one of the subject matter experts, wherein the at least one subject matter expert is selected based on the response probability of the at least one selected subject matter expert when in the corresponding presence state.
A non-volatile computer readable medium having program code stored thereon, the program code executable on a computer processing system to perform a method comprising:
- storing response histories associated with a plurality of respective subject matter experts in a database, wherein the response histories describe a response probability for each subject matter expert when in a corresponding presence state;
- defining the presence states corresponding to each of the subject matter experts, wherein the presence states include a combination of present attributes indicating whether the corresponding subject matter expert is presently interacting with each of a plurality of resource elements;
- selecting a mode of communication for sending an inquiry to at least one of the subject matter experts, wherein the at least one subject matter expert is selected based on the response probability when in the associated presence state, and wherein the mode of communication is selected based on the response probability in the selected mode.
Dependencies are inferred from the claim text.