Patent ID: 6513013
Filing Date: 2003-01-28
Classification: G06Q,H04M

Abstract:
A system for obtaining expert referral comprising:a server further comprising a file of experts having qualifications; a network connected to the server for allowing access to the file of experts; at least one user computer connected to the network for submitting a request for assistance ticket from a user, said request for assistance ticket requiring an expert having specific qualifications; the server further comprising assignment instructions adapted to assign the request for assistance ticket to at least one expert for response and adapted to receive a response from the at least one expert to the assignment; the server further comprising real time communication instructions adapted to facilitate real time communication between the expert and the user regarding the request for assistance ticket; the server further comprising instructions adapted to create a quality ranking for each expert based on user satisfaction questionnaire data; wherein said assignment instructions are adapted to contact successive groups of experts having qualifications matching said specific qualifications on a priority basis of highest quality rankings until at least one expert sends a response; and wherein said quality ranking for each expert based on user satisfaction questionnaire data is continuously updated upon collection of additional user satisfaction questionnaire data related to the communication between the expert and the user regarding the request for assistance ticket.