A knowledge management system allocating expert resources, method of allocating expert resources and program product therefor. Information requests are provided over networked devices, e.g., over voice and data networks. Data on experts may be stored in an expert database and data on requesters stored in a requestor database. A pairing unit identifies an appropriate expert matched to each request and requestor. The pairing unit includes a request/requestor characterization unit collecting request/requestor attributes, a matching unit matching request/requestor attributes with an expert, and a routing unit routing each incoming request to a selected matching expert.