Browse Prior Art Database

Forwarding of Instant Messaging to person of interest

IP.com Disclosure Number: IPCOM000239193D
Publication Date: 2014-Oct-20
Document File: 3 page(s) / 57K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed are a method and system to enable the answering of one or more questions if the primary person contacted via instant messaging (IM) is not available or does not know the answer. The system forwards the IM to the next available person with enough knowledge to answer the question asked.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 44% of the total text.

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Forwarding of Instant Messaging to person of interest

Within an organization, a person can communicate with a variety of people via an instant messaging (IM) application. An IM application provides indicators of the

user's availability (e.g., available, away, busy/do not disturb, etc.). If another party has an urgent need to communicate with the user, there is no way to quickly and easily circumvent the availability indicator and open the line of communication. As

recourse, the second party looks for another person with whom to communicate regarding the urgent issue. (Alternatively, the case might be that the first person could not assist, so the party seeking assistance looks for another user's help.)

This chain of communication can continue until the person with the question finally reaches someone who can provide an answer. This process can be tedious and the people who were asked along the way may want to know the final answer. In addition, those who did not read the message until later might not realize the person already received an answer from someone else, and might waste time trying to answer the question.

A system is needed that enables the IM application to automatically match the

appropriate available expert to the question or topic at hand (i.e. when one person

has a question, the IM application knows who else can provide the answer). In addition, a method is needed to dispense information, the found answer, to multiple users in a chain of communication.

The novel contribution is a system and method that automatically identifies the next available expert with whom a user can initiate an IM conversation when the primary contact is not available. Based on past communication between various persons and key terms in a message, the IM system determines the nature of the potential question and the relevant expert to whom to direct the inquiry. A computer-based matching and routing system is used to locate a subject matter expert (SME) and then forward the IM to that SME. In addition, the system can separate a group of questions and find the subject matter expert related to each topic.

In the memory component of the system, a seeker profile is created and embedded, prior to a request for an inquiry, with pre-selected inquiry criteria and values. An

interactive problem definition page displays numerous inquiry criteria and values for a seeker to select. An expert having individualized knowledge regarding a seeker's request is located by filtering the pre-selected and seeker selected inquiry criteria and values.

When the initiator of the IM clicks on the status of the "unavailable" user, the system offers an alternative contact person (i.e. an identified SME) and re-directs the IM to that person. In addition, the system staggers a series of instant messages and notifies those in the chain of communication, who did not answer the question, that the user did finally obtain the answer and what that answer is. The question is not...