System and method for rule-based information routing and participation

摘要

What is disclosed is a system for communicating information between one or more participants of a loop, the one or more participants being associated with an organization, the system comprising one or more processors configured to initiate a loop in response to receiving an input from a first participant of the loop, the loop being associated with one or more attributes; determine, based on one or more first routing rules, a second participant of the loop; and in response to the determination, provide access to a first portion of information associated with the loop to the second participant.

主权项

1. A system for communicating information between one or more participants of a loop associated with an issue resolution process, the one or more participants being associated with an organization, the system comprising:
one or more servers to:
(i) initiate a loop in response to receiving an input from a first participant of the loop via a first electronic device coupled to at least one of the one or more servers via a network,
wherein said one or more servers initiate said loop based on a microblog update created on a social networking site, said initiation further comprising
(1) capturing said created microblog update based on matching of said created microblog update to a retrieval criteria,(2) filtering said captured microblog update to determine whether to remove said captured microblog update,(3) wherein if said captured microblog update is not removed, prioritizing said captured and filtered microblog update based on at least one prioritization criterion, wherein said prioritization criterion comprises popularity of a microblogger who created the microblog update, influence of the microblogger, time differential between an event related to said created microblog update, and geographical proximity of the microblogger to the business where the event took place, and(4) classifying said prioritized, captured and filtered microblog update as actionable, and(ii) the loop being associated by at least one of said one or more servers with one or more attributes;(iii) determine, based on one or more routing rules retrieved by said one or more servers from a database connected to said one or more servers, a second participant of the loop,
wherein the determining of the second participant of the loop comprises the one or more servers using the one or more routing rules to determine if at least one of the one or more attributes is followed by the second participant, andwherein said one or more routing rules are set using either the first electronic device or a different electronic device;(iv) in response to the determination, provide access to a first portion of information associated with the loop to the second participant;(v) close said loop upon resolution of the issue;(vi) upon said closure of the loop, generate data to enable tracking of performance of at least one of the one or more participants in resolving the issue; and(vii) store said generated data within the database connected to said one or more servers.