Patent ID: 7865457

Claim:
A computer implemented knowledge management system allocating expert resources, said knowledge management system comprising: a plurality of devices communicating information requests from associated requestors; expert data storage storing expert data in an expert database; requestor data storage storing data on said associated requestors in a requestor database; and a pairing unit pairing information requests with appropriate experts, said pairing unit determining an associated requestor for each incoming request, matching both requestor data for said associated requestor and said incoming request with expert data for available experts, and selecting an appropriate expert from said available experts; said pairing unit comprising: a request/requestor characterization unit determining request/requestor attributes characteristic of said each incoming request; said request/requestor characterization unit comprising: means for determining request attributes for said each incoming request; means for determining requestor attributes for said determined requestor; and means for gathering request and requestor data, gathered said request data being provided to said means for determining request attributes and gathered said requestor data being provided to said means for determining requestor attributes; a matching unit comparing said determined request/requestor attributes with said expert data for said available experts, said appropriate expert being selected responsive to the comparison results; and a routing unit routing said each incoming request to a selected expert.