Search Engine Relevance Tuning Based on Instant Messaging (Influence Search Results Using IMS)

To provide up-to-date search results containing Internet addresses that have become extremely popular very recently, search engines fine-tune search result rankings using communications sent by users of real-time messaging systems to each other. Instant messaging systems are one type of real-time messaging systems. Search engines use a URL found in instant messages to promote the ranking of Internet addresses and to refresh abstracts and caches. Similar demographics between the search engine user and senders of instant messages might be a requisite for promotion. The number of hops taken by a URL among instant messaging users might determine the extent of the promotion. To prevent unfair manipulation of search results, a URL should hop a threshold number of times. Call centers also promote the rankings of knowledge articles presented to call center operators based on how often keywords related to each knowledge article are detected in a conversation with a caller.