Abstract:
A system and method for providing, on demand, real-time knowledge-based connection and communication between a layperson and an expert provider is disclosed. The system operates by receiving a request query from a user; providing the user with a plurality of appropriate providers; mapping an available provider based on user specifications; and connecting the user with one of the plurality of providers based on the user specifications. The system provides for the wireless connection and information exchange between the user and the expert based on the real-time user task environment.

Description:
FIELD OF THE INVENTION  
       [0001]     The present invention is generally related to interconnecting remote parties and, more particularly, to a system and method for enabling real-time connections and information transfer between a layperson and an expert based on knowledge of the layperson&#39;s environment.  
       BACKGROUND OF THE INVENTION  
       [0002]     As technology becomes a greater part of our lives, the myriad electronic and other products give consumers unlimited choices of products from which to choose. In addition to choosing which of the many products and services is best for their particular environment or circumstance, consumers are oftentimes responsible for installing and troubleshooting the products. Telephone-based customer service and Internet-based support are generally made available by manufacturers, wholesalers and retailers to assist consumers when they are having difficulty; however, such support may not be adequate when, for example, the consumer or product user is not able to articulate what the problem is. This can arise from the consumer being unfamiliar with the product or its installation and general use.  
         [0003]     In addition to telephone and Internet-based support, consumers can hire an independent and/or professional installer or repairperson to install and troubleshoot a consumer&#39;s system. However, hiring a third party can be both time-consuming and expensive, as independent contractors often charge by the hour, with the charging period beginning from when they leave their offices. Also, depending on the distance between the consumer and the independent contractor, the time for receiving service may be prohibitive.  
         [0004]     Moreover, consumers may feel uncomfortable or too embarrassed to call upon a contractor to provide them with service. In that situation, they go forward with the installation or repair on their own; often with disastrous results.  
         [0005]     Thus, there is a present need for an on-demand real-time communication system where a consumer or product user can connect to an expert in an appropriate field and receive advice from the expert in order to complete projects at the consumer location. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0006]     The present invention, and the associated advantages and features provided thereby, will be best understood and appreciated upon review of the following detailed description of the invention, taken in conjunction with the following drawings, where like numerals represent like elements, in which:  
         [0007]      FIG. 1  is a schematic block diagram of a knowledge-based entity interconnection system according to a first exemplary embodiment of the present invention;  
         [0008]      FIG. 2  is a flowchart illustrating the operating steps performed by the service provider application of the system illustrated in  FIG. 1 ;  
         [0009]      FIG. 3  is a schematic block diagram of a knowledge-based entity interconnection system according to a second exemplary embodiment of the present invention;  
         [0010]      FIG. 4  is a schematic block diagram of the expertise manager/market broker manager illustrated in  FIG. 1  and  FIG. 3 , respectively; and  
         [0011]      FIG. 5  is a flowchart illustrating the operating steps performed by the market broker manager illustrated in  FIG. 3  and  FIG. 4 . 
     
    
     SUMMARY OF THE INVENTION  
       [0012]     Briefly stated, the present invention is directed to a system and corresponding method for providing on-demand interconnection between a first entity and a second entity and information exchange based on the real-time delivery of first entity environment information to the second entity. In an exemplary embodiment, the first entity may consist of a consumer or other layperson and the second entity may consist of an expert in a given field. For example, the second entity may include an electrician, a carpenter or an individual working for a larger commercial entity, such as a store. Information exchange between the layperson and the expert is conducted in real-time, such that the expert receives immediate information relating to the consumer problem or the environment with which the consumer or layperson is working and provides advice or suggestions on how to resolve problems the layperson may be experiencing.  
         [0013]     The knowledge-based connection system of the present invention includes means for receiving a user request, the receiving means, including voice recognition capability; means for maintaining a list of providers and providing a subset of the provider list in response to the user request; means for determining whether each of the providers is capable of transferring information with the user; and means for providing a connection between the user and one of the providers, wherein the voice and environment information of the user is transmitted to one of the providers in real time. The connection system further includes means for monitoring the amount of time the user is connected to the provider or expert, thereby providing the ability to engage in time-based or task-based billing of provider services. Alternatively, the present invention can be implemented on a charge-free basis.  
         [0014]     In application, the knowledge-based connection method of the present invention operates by receiving an oral query from a user; providing the user with a plurality of appropriate providers based on the query; mapping an available provider based on user specifications; and connecting the user with one of the plurality of providers based on the user specifications. Upon connecting to the appropriate provider, the user is able to directly communicate and provide the provider with a real-time image of the user&#39;s environment which, in turn, will enable the provider or expert to give the user accurate and immediate advise on how to troubleshoot and otherwise correct the problem, By providing for the real-time exchange of information between a user and an expert, the user saves money by not having to pay for expert at-home service charges or fees. Additionally, time savings are provided by the user not having to wait for an expert to make an at-home visit.  
       DETAILED DESCRIPTION OF THE INVENTION  
       [0015]     An exemplary embodiment of the present invention will now be described with reference to  FIGS. 1-5 . Referring to  FIG. 1 , illustrated therein is a schematic block diagram of a personal knowledge-based connection system  10  according to the present invention. The system is referred to as a personal knowledge-based system because it provides a connection between a user&#39;s (or layperson&#39;s) location  12  and that of a specific provider  16 . Examples of a specific provider are Circuit City, Home Depot, Ace Hardware or any entity that provides consumer goods. Alternatively, the knowledge-based connection and information transfer system of the present invention can be implemented as a kiosk (or other stand-alone location) within a specific provider. This differs from the market broker knowledge-based system that will be described in greater detail with respect to  FIGS. 3-5 .  
         [0016]     As shown, the personal-based connection system  10  includes a user location  12 , which is connected to a specific provider through a communication link  15 . In the embodiment illustrated in  FIG. 1 , the communication link  15  is provided by the Internet. However, it will be appreciated by those of ordinary skill in the art that the communication link can also be performed over a local area network (LAN), a wide area network (WAN), or any suitable land-line and/or wireless network.  
         [0017]     Sensor  14 , such as, for example, temperature sensors, humidity sensors, light sensors or any other suitable (wireless or wire-line) sensing device may be used to detect the user&#39;s environment and transmit information related thereto to the provider  16 . A camera, preferably a digital camera having wireless transmission capabilities  30 , equipped with an illuminating mechanism (e.g., a light)  31  may be used to provide a visual image of the user&#39;s environment (or problem to resolve) within the user location  12  and transmit such visual image to the provider  16  over the communication link  15 . A wireless microphone  32  or appropriate transceiver may be used to provide verbal information transfer between the user and the expert, either alone, or simultaneously with the visual image of the user environment over the communication link  15 . In an exemplary embodiment, the voice and/or image information is transmitted to the communication link  15  through a suitable application  13  that is running within or about location  12 . In this fashion, the user is able to move about the particular location  12 , and is not restricted to any specific or otherwise limited area.  
         [0018]     The provider  16  includes an expertise manager  18 , which in an exemplary embodiment may act as a searchable database utilizing a processor  19  and a memory  19 , which maintains a directory of available experts (E 1 , E 2 , E 3 )  20 - 24 , respectively, that are available to receive the information regarding the user environment and provide advice on how to resolve any user issues or other troubleshooting problems. The expertise manager  18  may be equipped with a voice recognition engine for converting the user&#39;s oral requests and/or questions into a digital format that is more suited for transmission over the communication link  15 . The expertise manager  18  may also be equipped with a second (i.e., text-to-speech) engine for providing a means for the experts to communicate directly with the user. It will be appreciated and recognized by those of ordinary skill in the art that the voice recognition engine and/or the text-to-speech engine can be part of application  13  maintained at the user location  12 .  
         [0019]     In the embodiment of  FIG. 1 , the experts  20 - 24  are associated with the provider  16  of the service. Thus, using an electronics store as an example, each of the experts  20 - 24  are employees or contractors of the electronic store provider. However, it should be noted that the employees are not limited to reside within a particular location. For example, experts  20  and  22  may reside in one location, while expert  24  resides in another location. Accordingly, if expert  24  is the most appropriate individual to answer the user request, expert  24  will be connected to and communicate with the user. The operation of the system illustrated in  FIG. 1  will now be described with reference to  FIG. 2 .  
         [0020]      FIG. 2  is a flowchart illustrating the operating steps performed by the knowledge-based connection system shown in  FIG. 1 . The process begins at step  100  with the user or layperson connecting to the provider  16  by orally requesting assistance for a particular problem. The request is received by the voice recognition engine of the expertise manager  18  through communication link  15 , as shown in  FIG. 1 . Next, the expertise manager  18  requests the layperson to communicate the general nature of the problem and the parameters of the problem (e.g., context within which the problem exists). Such information is received in step  102 . The process then moves to step  104 .  
         [0021]     In step  104 , the expertise manager  18  searches the database of provider employees and contractors and provides the layperson with a list of available experts  20 - 24  (shown in  FIG. 1 ), based on the information provided by the user via the text-to-speech engine. The layperson then reviews the list and selects one of the available experts to be connected to. The process then proceeds to step  105 .  
         [0022]     In step  105 , a determination is made as to whether the selected expert is available for a consultation. If the selected expert is not available, the process moves back to step  104  where the expertise manager  18  requests the layperson to make another selection. On the other hand, if the selected expert is available, the process moves to step  106 .  
         [0023]     In step  106 , the layperson&#39;s request and operating environment is transferred to the expert for review. While connected to the expert, the layperson can discuss the problem with the expert, provide the expert with a real-time image of the problem context by transmitting the image through the use of a wireless camera or a simultaneous transmission of both image and voice information. Alternately, the layperson can be connected to the expert through a direct communication link  17 . The session can be terminated by either the layperson or the expert once the layperson&#39;s questions have been satisfactorily answered or the issues adequately resolved.  
         [0024]     The aforementioned provider-based system can be implemented as a fee-based system or a free system depending on the interests or objectives of the provider. If the provider-based system is to be implemented as a fee-based system, the expertise manager  18  may include time-monitoring functionality, which monitors the amount of time the user is connected to the expert, and bills the user for such time, or the user may be billed on a fixed-fee basis. With either billing method, the user will be queried to provide the expertise manager  18  with a method of payment. Such payment methods can include credit card information, debit card information, billing address information, store account information, or any other suitable proprietary or nonproprietary payment method.  
         [0025]     By using the provider-based system of the present invention, the user saves money by not having to pay for an in-home visit. Additionally, the time spent resolving an issue may also be tremendously reduced by the user not having to wait for an expert to travel to the user location to troubleshoot and resolve the problem. Also, the user may be empowered to undertake other projects and return to the particular provider  16  for the components to complete such projects, based on the satisfactory use of the knowledge-based connection system of the present invention.  
         [0026]      FIG. 3  is a schematic block diagram of a knowledge-based connection system  10  according to an alternate embodiment of the present invention. The connection system  10  is referred to as a market broker or participant-based system because it provides for a connection between a user (at a particular remote location)  12  and one of a plurality of experts  44 - 48  that are independent from each other. This differs from the personal knowledge-based system illustrated in  FIG. 1 , in that, the experts that the user or layperson are connected to, are not affiliated with the same entity.  
         [0027]     As illustrated in  FIG. 3 , the connection system  30  includes a market broker manager  40 , operative to provide a real-time connection between the user or layperson, at a remote location  12 , and one of a plurality of experts  44 - 48 , based on the layperson&#39;s particular situation, and a metering block  42  operative to, for example, monitor the amount of time the layperson spends connected to a particular one of the plurality of experts. The experts may be present at locations remote from one another, or they may be present in the same location (as illustrated by the dashed outline).  
         [0028]     In addition to monitoring connection time, the metering block  42  may also be configured to calculate any charges as part of a fee-based service, and receive and process payment information such as, for example, credit card information, debit card information, or any proprietary payment information. Other services or processes that may be performed by the metering block  42  include searching, providing security over the information transferred or payment information, and/or providing quality assurance benefits to the user. It should also be noted that connecting to an expert may be provided as a free service by a host. The market broker manager  40  will now be described with reference to  FIG. 4 .  
         [0029]     As illustrated in  FIG. 4 , the market broker manager  40  includes a personal services manager  42  who is operative to receive an oral description of the problem the user (e.g., the layperson) is trying to resolve and/or real-time video illustrating the problem the user is trying to resolve and providing a link between the user and an appropriate expert  60  on-line  62  based on the received information.  
         [0030]     A speech engine  44  is coupled to the personal services manager  42 , and is operative to perform speech recognition such that the speech engine converts the voice and any corresponding oral commands of the user into appropriate digital signals for further use and transmission by the personal services manager  42 . In an exemplary embodiment, speech recognition is performed by an engine such as IBM ViaVoice. The speech engine  44  also performs text-to-speech synthesis, where digital signals are converted into audible sounds (e.g., words) that the user can understand. In the embodiment, the text-to-speech synthesis is performed by the AT&amp;T Natural Voices engine. However, any suitable text-to-speech engine can be used without deviating from the spirit and scope of the present invention.  
         [0031]     A Web Services API  46  couples a UDDI Registry  48  to the personal services manager  42 . The UDDI Registry  48 , in one embodiment, is configured as a database that maintains a searchable list of experts in myriad fields. The expert list includes information relating to each of the experts maintained in the UDDI Registry including, for example, the connection capabilities of the expert, the location of the expert, an indication of whether the expert is available for consultation, the technical blueprints (or t-models), which explain how, programmatically, to bind and invoke an expert service and any fees charged by the expert, to name just a few. It will be appreciated by one of ordinary skill in the art that the aforementioned list of expert information is not exhaustive and any appropriate information relating to the experts that falls within the may be maintained in the personal services manager and falls within the spirit and scope of the present invention.  
         [0032]     In addition, the experts may be business or commercial entities, as well as individual persons. If the selected expert is a business entity, such entity may, for example, implement a connection system similar to that described with reference to  FIGS. 1 and 2  in order to connect the use with an individual expert who can answer an user question. Searching of the UDDI Registry  48  is performed, for example, using the XML/SOAP-based query patterns and protocols, as specified in the UDDI 2.0 API specification.  
         [0033]     A user database  45  is also coupled to the personal services manager  42  and is operative to store user preferences relating to, for example, the maximum amount of fees to be paid for advice or services, preferred location and experience level of experts, billing information and any technical information pertinent to the environment of the user. Although, the speech engine  44 , user database  45 , API  46  and UDDI Registry  48  are described as being separate components, it will be appreciated by one of ordinary skill in the art that the aforementioned components can be integrated within the personal services manager  42 , and such a configuration is contemplated by and falls within the spirit and scope of the invention. For example, the market broker manager  40  illustrated in  FIG. 4  can be implemented as a processor  41  connected to and operating according to instructions that are maintained within a memory  41 . Also, it should be noted and appreciated that the expertise manager  18  can be implemented in similar fashion to the personal services manger  42  described above.  
         [0034]     Referring back to  FIG. 3 , the user location  12  is connected to the market broker manager  40  via communication link  15 . In the embodiment illustrated in  FIG. 3 , the communication link  15  is provided by the Internet. However, it will be appreciated by those of ordinary skill in the art that the communication link  15  can also be provided by a local area network (LAN), a wide area network (WAN), or appropriate land-line and wireless networks. The user location  12  also includes sensors  14 , which may also include, temperature sensors, humidity sensors or a digital camera  30  equipped with a lighting element that is adapted to wirelessly transmit video images over the communication link. A wireless microphone (not shown) or any other means for transmitting voice data over the communication link  15  may also be coupled to or provided within the user location. Market broker system operation of the present invention will now be described with reference to  FIG. 5 .  
         [0035]     Referring now to  FIG. 5 , the method begins at step  200  with the user or layperson connecting to the market broker manager and providing an oral request for expert assistance. In this step, the oral query (e.g., “I need help connecting a phone jack to the wall”) is received by the ViaVoice engine and converted into digital signals for use by the personal services manager  42 . The process then proceeds to step  202 .  
         [0036]     In step  202 , a keyword determination (e.g., “Phone” “Jack” and “Connection”) is generated by the personal services manger  42 , based on the oral request, and the keyword(s) from the request are provided to the user for modification or confirmation by the text-to-speech engine.  
         [0037]     Next, in step  203 , a determination is made as to whether a modification to any determined keywords is necessary. If a modification is necessary, or the layperson wants to modify the request, the process moves back to step  202  where the layperson modifies the request and the modified request is received by the personal services manager. On the other hand, if modifications are not necessary, the process moves to step  204 .  
         [0038]     In step  204 , the personal services manager  42  generates an XML/SOAP query pattern based on the keywords and searches the UDDI Registry  48  for at least one expert that meets the layperson requirements in step  205 . If no match is found, the process moves back to step  202 , where the personal service manager  42  requests the layperson for a new query (e.g., “Your query resulted in no matches, please make another request”) via the text-to-speech engine. After the new query is received, the keyword(s) are modified and a new search is conducted. If a match is found in step  205 , the process moves to step  206 .  
         [0039]     In step  206 , the personal services manager  42  provides the layperson with a list of expert matches (e.g., “John Smith, Smith electric,” “Home Depot,” “Alexander Jones”), along with any contact and t-model information, through the text-to-speech engine and waits for the layperson to select an expert in step  207 . Once a selection is made (e.g., “John Smith”) and the t-model information between the layperson location  12  and the expert matches, the voice and video information, if any, of the layperson environment (e.g., the outlet where the phone jack is to be connected) is simultaneously transmitted to the selected expert via communication link  15  in step  208 . In this manner, the expert is provided with a real-time image of the phone jack and where it is to be connected and can provide the layperson with step-by-step instructions on how to connect the phone jack with the actual layperson environment as the model. If the t-model information between the layperson location  12  and the expert does not match, the layperson will be alerted of the mismatch and be asked to enter a new selection (e.g., “Connection not possible at this time, please make another selection”).  
         [0040]     In fee-based embodiments, the metering block  42  requests the user or layperson to enter the method of payment (e.g., credit card, debit card, etc.) and then keeps track of the amount of time the user is connected to the expert and calculates a bill based on the connection time. Alternately, in fixed-fee based services, the user is charged once connection is made to the expert.  
         [0041]     In step  208 , the personal services manager determines whether the session has been terminated. If the session is complete, the process moves to step  210  where the connection between the layperson and the expert is terminated (e.g., “connection to John Smith terminated”).  
         [0042]     The above detailed description of the present invention and the examples described therein have been provided for the purposes of illustration and description. Although an exemplary embodiment of the present invention has been described in detail herein with reference to the accompanying drawings, it is to be understood that the present invention is not limited to the precise embodiments disclosed, and that various changes and modifications to the invention are possible, in light of the above teaching. Accordingly, the scope of the present invention is to be defined by the claims appended hereto.