System and method for routing tasks to a user in a workforce
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United States of America Patent
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Jan 17, 2012
Grant Date -
Aug 28, 2008
app pub date -
Feb 25, 2008
filing date -
Feb 23, 2007
priority date (Note) -
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status (Latency Note)
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Abstract
A routing system and method efficiently routes tasks to users who are members of a large and geographically diverse workforce. Generally, limited information is known about each user's skills and behavioral factors. Based on a profile containing the known information about a user, task is efficiently allocated and routed to a user by matching attributes of the task to the profile using a neural network and a stochastic model. Feedback is collected by the routing system based on the user's handling of the task and on whether a solution provided by the user was accepted. Over time, as more feedback is collected, the profile and/or the neural network are refined which allows for more efficient routing of future tasks.
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