Predictive electronic message management systems and controllers

Patent metadata

Field	Value
Publication number	US-10193845-B2
Application number	US-201815886916-A
Country	US
Kind code	B2
Filing date	Feb 2, 2018
Priority date	May 13, 2015
Publication date	Jan 29, 2019
Grant date	Jan 29, 2019

Abstract

Systems, methods, and articles of manufacture provide for interaction management (IM) data processing that allows for automated analysis of, response to, and/or identification of patterns in electronic messages (e.g., emails, text messages), via specially-programmed data processing modules configured to be executed in a communications system environment.

First claim

What is claimed is:

1. An electronic message processing apparatus, comprising:
a transceiver device;
a processor in communication with the transceiver device; and
a computer-readable memory device in communication with the processor, the computer-readable memory device storing instructions that when executed by the processor direct the processor to:
receive data indicative of at least one rule for recognizing an interaction pattern in a plurality of interaction events;
receive data indicative of a plurality of interaction events associated with a specific user, the plurality of interaction events comprising at least one electronic message from the specific user;
determine a respective interaction type associated with each at least one electronic message from the specific user;
determine, based on (i) the data indicative of the plurality of interaction events associated with the specific user and (ii) the respective interaction type associated with each at least one electronic message from the specific user, at least one interaction outgoing message to transmit to the specific user; and
output, via the transceiver device, the at least one interaction outgoing message to a user message device associated with the specific user.

2. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
receive a respective at least a portion of each at least one electronic message from the specific user.

3. The electronic message processing apparatus of claim 2 , wherein the instructions to determine the respective interaction type associated with each at least one electronic message from the specific user, when executed by the processor, direct the processor to:
for each at least one electronic message, determine, based on the respective at least a portion of the electronic message, the interaction type associated with each at least one electronic message from the specific user.

4. The electronic message processing apparatus of claim 2 , wherein the instructions when executed by the processor further direct the processor to:
access a database storing user transaction data associated with the specific user; and
store, in a database of historic interactions data, at least a portion of the user transaction data in association with the respective at least a portion of each at least one electronic message from the specific user.

5. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
receive data indicative of at least one electronic message from each of a plurality of users.

6. The electronic message processing apparatus of claim 5 , wherein the instructions when executed by the processor further direct the processor to:
receive a respective at least a portion of each at least one electronic message from the plurality of users.

7. The electronic message processing apparatus of claim 6 , wherein the instructions when executed by the processor further direct the processor to:
determine, based on the at least a portion of each at least one electronic message, a respective interaction type associated with each at least one electronic message from the plurality of users.

8. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
calculate, based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric for the plurality of interaction events associated with the specific user.

9. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
calculate, based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric indicative of a predicted result of a business transaction with the specific user.

10. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
calculate, based on the data indicative of the plurality of interaction events associated with the specific user, an interaction pattern metric indicative of a predicted result of an insurance claim settlement for the specific user.

11. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
calculate an interaction pattern metric for the plurality of interaction events for the specific user based on:
(i) the data indicative of the plurality of interaction events associated with the specific user,
(ii) the respective interaction type associated with each at least one electronic message of the plurality of interaction events, and
(iii) data indicative of the at least one rule for recognizing an interaction pattern in a plurality of interaction events.

12. The electronic message processing apparatus of claim 1 , wherein at least one of the at least one interaction outgoing messages is associated with a pattern of interaction events having a potential positive outcome for the specific user.

13. The electronic message processing apparatus of claim 1 , wherein the at least one electronic message comprises one or more of the following types of electronic messages:
a voice message,
a short message service (SMS) message,
a multimedia message service (MMS) message,
a message received via a browser application,
a message received from a mobile device,
a message received via Internet from a user device,
an email message, and
an instant message (IM).

14. The electronic message processing apparatus of claim 1 , wherein the instructions when executed by the processor further direct the processor to:
determine, based on a respective interaction type associated with an electronic message of the plurality of interaction events, at least one future interaction event to schedule; and
transmit an indication of the at least one future interaction event to an interaction event scheduler.

15. The electronic message processing apparatus of claim 1 , wherein the instructions to determine the respective interaction type associated with each at least one electronic message from the specific user, when executed by the processor, direct the processor to:
identify, using a natural language processor module, at least one keyword in an electronic message, the keyword corresponding to a definition of an interaction message type stored in a database of interaction message types.

16. The electronic message processing apparatus of claim 1 ,
wherein the instructions are configured in a set of programmatically distinct modules, the modules comprising (i) an interaction message processing analysis module, (ii) an interaction message type analysis module, and (ii) an interaction analysis module;
wherein the instructions, when executed by the processor to direct the processor to receive data indicative of the at least one rule, direct the processor to receive the data indicative of the at least one rule into the interaction analysis module;
wherein the instructions, when executed by the processor to direct the processor to determine the respective interaction type associated with each at least one electronic message from the specific user, direct the processor to determine the respective interaction type using the interaction message type analysis module;
wherein the instructions, when executed

Assignees

• Travelers Indemnity Co

Inventors

• Rollins David
• Doub Faith E
• Leek Catherine A

Classifications

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04L51/26 Primary

  Electricity · mapped topic

• H04L51/226 Primary

  Delivery according to priorities · CPC title