Method and apparatus for expert quality control

Abstract

In exemplary embodiments, an apparatus and method for providing expert quality control on a consultation system is provided. Feedback is received for an expert. The feedback may be from users of the consultation system, other experts on the consultation system, or third-parties with relevant expertise and may comprise direct and indirect feedback. Adjustment factors are recorded for the expert. The adjustment factors comprise public and non-public actions associated with the expert. The expert is then evaluated using the feedback and the adjustment factors.

1 . A method of providing expert quality control on an online consultation system, the method comprising:
 receiving, via a communication network, feedback for an expert based on responses given by the expert to one or more users, the feedback including direct and indirect feedback;   recording adjustment factors for the expert, the adjustment factors including public and non-public miscellaneous actions associated with the expert; and   evaluating, using one or more processors, the expert using the feedback and the adjustment factors.   
     
     
         2 . The method of  claim 1 , wherein the receiving, recording, and evaluating occurs at one or more servers of the online consultation system. 
     
     
         3 . The method of  claim 1 , wherein the feedback comprises user feedback, the user feedback being received from a user device of a user, the user receiving a response from the expert to a question posted by the user. 
     
     
         4 . The method of  claim 3 , wherein the indirect feedback comprises one or more of accepting a response provided by the expert, requesting a refund after receiving a response provided by the expert, paying a bonus to the expert, purchasing addition products or services, asking future questions after receiving a response provided by the expert, and opting in or out of future responses or communications from or on behalf of the expert. 
     
     
         5 . The method of  claim 3 , wherein the direct feedback comprises one or more of rating the expert, receiving a complaint for the expert, further interacting with the expert, receiving a survey on the expert, and receiving a compliment for the expert. 
     
     
         6 . The method of  claim 1 , wherein the feedback comprises expert feedback received from a device of a second expert in the consultation system. 
     
     
         7 . The method of  claim 6 , wherein the expert feedback comprises a report on the expert, the report directed to one or more of correctness of a response provided by the expert, professionalism of the expert, and a violation of site policies committed by the expert. 
     
     
         8 . The method of  claim 6 , wherein the expert feedback comprises a survey performed about the expert or their answers. 
     
     
         9 . The method of  claim 6 , further comprising barring the second expert from reporting or reviewing the expert for a period of time based on a poor review record of the second expert. 
     
     
         10 . The method of  claim 1 , further comprising initiating a peer review panel, a result of the peer review panel being used in the evaluating of the expert. 
     
     
         11 . The method of  claim 1 , wherein the public miscellaneous actions comprise one or more of number of years on the consultation system, awards, titles, uniqueness of responses, word length of responses, spelling and grammars of responses, type of licenses, keywords used in responses, number of licenses, number or responses posted before acceptance of a response posted by the expert, and time elapsed before acceptance of a response posted by the expert. 
     
     
         12 . The method of  claim 1 , wherein the non-public miscellaneous actions comprise one or more of shares of non-paying users the expert responds to, shares of new users the expert responds to, assisting with site maintenance, assisting with reporting other users, assisting with media, assisting with marketing, assisting with public relations, acting more or less professional and polite in interactions with users or other experts on the site, and acting more or less act in accordance with the mission and values of the consultation system. 
     
     
         13 . The method of  claim 1 , wherein the evaluating comprises generating a score or rank for the expert. 
     
     
         14 . The method of  claim 13 , further comprising using the score or rank to determine whether to deactivate and remove the expert from the consultation system. 
     
     
         15 . The method of  claim 13 , further comprising using the score or rank to determine one or more of a payment amount, commission, bonus, revenue share percentage, and access to certain questions for the expert. 
     
     
         16 . The method of  claim 13 , further comprising using the score or rank to determine permissions and privileges for the expert. 
     
     
         17 . An apparatus, comprising:
 one or more feedback modules to receive, via a communications network, feedback for an expert based on responses given by the expert to one or more users, the feedback including direct and indirect feedback;   an adjustment module to record adjustment factors for the expert, the adjustment factors including public and non-public miscellaneous actions associated with the expert; and   an evaluation module to evaluate, using one or more processors, the expert using the feedback and the adjustment factors.   
     
     
         18 . The apparatus of  claim 17 , wherein the one or more feedback modules comprises a user feedback module, the user feedback module receiving feedback from a user based on a response from the expert to a question posted by the user. 
     
     
         19 . The apparatus of  claim 17 , wherein the one or more feedback modules comprises a peer feedback module, the peer feedback module receiving expert feedback provided by a second expert in the consultation system. 
     
     
         20 . A non-transitory machine-readable storage medium having embodied thereon instructions which when executed by at least one processor, causes a machine to perform operations comprising:
 receiving feedback for an expert based on responses given by the expert to one or more users, the feedback including direct and indirect feedback;   recording adjustment factors for the expert, the adjustment factors including public and non-public miscellaneous actions associated with the expert; and   evaluating the expert using the feedback and the adjustment factors.