System for routing of requests

Patent metadata

Field	Value
Publication number	US-12386870-B2
Application number	US-202418429125-A
Country	US
Kind code	B2
Filing date	Jan 31, 2024
Priority date	Dec 8, 2016
Publication date	Aug 12, 2025
Grant date	Aug 12, 2025

Abstract

Systems for processing queries may first determine correspondence between the parameters of the query and a set of existing data entries, a set of previous queries that have been received, or both the existing data entries and the previous queries. If the query parameters do not correspond to the data entries or pervious queries, correspondence is determined between the query parameters and group data that associates at least a subset the query parameters with a particular group that may generate a response to the query. The same group or the generated response may be used when similar queries are received. If the group transmits the query to a different group or if negative user feedback is received, the group data may be modified to indicate the different group or to remove the association with the initial group that received the query.

First claim

What is claimed is:

1. A method comprising:
receiving, by a first computing device and from a user device, a first query including one or more first query parameters;
comparing a first efficiency value associated with computationally analyzing a plurality of data entries to a second efficiency value associated with computationally analyzing a plurality of previous queries;
determining, based on the comparison, one of:
first correspondence values based on the first efficiency value being greater than or equal to the second efficiency value and based on correspondence between the one or more first query parameters and the plurality of data entries; or
second correspondence values based on the first efficiency value being less than the second efficiency value and based on correspondence between the one or more first query parameters and the plurality of previous queries;

determining, based on the determined one of the first correspondence values or the second correspondence values being less than a first threshold correspondence value, a correspondence level between the one or more first query parameters and a first group of a plurality of groups of a first organization;
transmitting to one or more computing devices associated with the first group, data indicative of the first query;
receiving, from a computing device associated with a group of the plurality of groups, information responsive to the first query;
transmitting, to the user device, and based on the information responsive to the first query, a response to the first query;
obtaining feedback data associated with the response to the first query; and
storing, based on the feedback data satisfying a feedback threshold, the first query as one of the plurality of previous queries.

2. The method of claim 1 , wherein the first efficiency value is based on elapsed processing time, computational resources, or electrical power resources associated with the plurality of data entries, and
wherein the second efficiency value is based on elapsed processing time, computational resources, or electrical power resources associated with the plurality of previous queries.

3. The method of claim 1 , further comprising:
determining that the data indicative of the first query has been transmitted from the one or more computing devices associated with the first group to one or more second computing devices associated with a second group of the plurality of groups; and
modifying second group data associated with the second group to reflect a higher correspondence level between the one or more first query parameters and the second group data than the correspondence level between the one or more first query parameters and first group data associated with the first group.

4. The method of claim 3 , further comprising:
receiving a second query including one or more second query parameters that correspond to the one or more first query parameters; and
based on the higher correspondence level between the one or more first query parameters and the second group data, providing data indicative of the second query to the one or more second computing devices associated with the second group.

5. The method of claim 1 , wherein obtaining the feedback data comprises receiving the feedback data from the user device, wherein the feedback data indicates that the response to the first query was useful, the method further comprising:
determining, based on the feedback data indicating that the response to the first query was useful, that the feedback data satisfies the feedback threshold.

6. The method of claim 1 , wherein the computing device associated with the group of the plurality of groups is a computing device associated with the first group.

7. The method of claim 6 , wherein obtaining the feedback data comprises:
generating, based on receiving the information responsive to the first query from the computing device associated with the first group, the feedback data, wherein the feedback data indicates resolution by a user of the first group; and
determining, based on the feedback data indicating resolution by the user of the first group, that the feedback data satisfies the feedback threshold.

8. The method of claim 1 , wherein the computing device associated with the group of the plurality of groups is a computing device associated with a second group of the plurality of groups.

9. The method of claim 8 , wherein obtaining the feedback data comprises:
generating, based on receiving the information responsive to the first query from the computing device associated with the second group, the feedback data, wherein the feedback data indicates resolution by a user of the second group; and
determining, based on the feedback data indicating resolution by a user of the second group, that the feedback data satisfies the feedback threshold.

10. The method of claim 1 , further comprising:
receiving a second query including one or more second query parameters that correspond to the one or more first query parameters associated with the first query; and
determining, based on the feedback data associated with the first query, a response to the second query.

11. The method of claim 1 , further comprising:
obtaining, after transmission of the response to the user device, configuration data associated with the user device or communication data transmitted from the user device to a computing device associated with one of the plurality of groups; and
determining, based on the configuration data or the communication data, the feedback data.

12. An apparatus, comprising:
one or more memories storing processor-executable code; and
one or more processors coupled with the one or more memories and individually or collectively operable to execute the code to cause the apparatus to:
receive, by a first computing device and from a user device, a first query including one or more first query parameters;
compare a first efficiency value associated with computational analysis of a plurality of data entries to a second efficiency value associated with computational analysis of a plurality of previous queries;
determine, based on the comparison, one of:
first correspondence values base on the first efficiency value being greater than or equal to the second efficiency value and based on correspondence between the one or more first query parameters and the plurality of data entries; or
second correspondence values base on the first efficiency value being less than the second efficiency value and based on correspondence between the one or more first query parameters and the plurality of previous queries;

determine, based on the determined one of the first correspondence values or the second correspondence values being less than a first threshold correspondence value, a correspondence level between the one or more first query parameters and a first group of a plurality of groups of a first organization;
transmit to one or more computing devices associated with the first group, data indicative of the first query;
receive, from a computing device associated with a group of the plurality of groups, information responsive to the first query;
transmit, to the user device, and based on the information responsive to the first query, a response to the first query;
obtain feedback data associated with the response to the first query; and
store, based on the feedback data satisfying a feedback threshold, the first query as one of the plurality of previous queries.

13. The apparatus of claim 12 , wherein the first efficiency value is based on elapsed processing time, computational resources, or electrical power resources ass

Assignees

• Okta Inc

Inventors

• Patnaik Pratyus
• Montgomery Marissa Mary
• Srinivasan Jay
• Agarwal Suchit
• Samdani Rajhans
• Kaneda David Colby
• Rook Nathaniel Ackerman

Classifications

• G06F16/3326

  using relevance feedback from the user, e.g. relevance feedback on documents, documents sets, document terms or passages · CPC title

• G06F16/334

  Query execution (filtering based on additional data G06F16/335) · CPC title

• G06F21/6227 Primary

  where protection concerns the structure of data, e.g. records, types, queries · CPC title

• G06F21/604

  Tools and structures for managing or administering access control systems · CPC title

• G06F16/3325 Primary

  Reformulation based on results of preceding query · CPC title