Preferred contact decision service

Patent metadata

Field	Value
Publication number	US-10659524-B2
Application number	US-201615172608-A
Country	US
Kind code	B2
Filing date	Jun 3, 2016
Priority date	Jun 3, 2016
Publication date	May 19, 2020
Grant date	May 19, 2020

Abstract

In an approach for determining a preferred communication channel, the computer receives a query that includes a unique client identifier. The computer retrieves one or more communication channels from an entry within a data repository, wherein the entry is associated with the received query. The computer determines one or more communication channel results based, at least in part, on one or more success rates respectively associated with the retrieved one or more communication channels within the data repository. The computer creates a first ordered list of communication channel results in which the determined one or more communication channel results are ordered based, at least in part, on the one or more success rates of the determined one or more communication channels. The computer selects a preferred communication channel from the created first ordered list of communication channel results. The computer initiates a communication via the selected preferred communication channel.

First claim

What is claimed is:

1. A method for determining a preferred communication channel, the method comprising:
receiving, by one or more computer processors, a query wherein the query includes: a unique client identifier, a purpose of contact, a severity, and an initial manner of contact, wherein the severity is, as pre-defined in a rules, a determined degree of impact to a user that an encountered defect with respect to a component has on the ability of a user to perform work;
retrieving, by one or more computer processors, one or more communication channels from an entry within a data repository, wherein the entry is associated with the received query;
determining, by one or more computer processors, whether the entry within the data repository that is associated with the unique client identifier identifies a wearable device that includes physical activity information, wherein the wearable device includes at least heart rate monitoring and activity tracking;
responsive to determining that the entry within the data repository associated with the unique client identifier identifies a wearable device, retrieving, by one or more computer processors, the physical activity information from the wearable device;
determining, by one or more computer processors, a real-time period of availability based on the retrieved physical activity information from the wearable device;
determining, by one or more computer processors, one or more communication channel results based, at least in part, on one or more success rates respectively associated with the retrieved one or more communication channels within the data repository and the determined real-time period of availability from the wearable device;
creating, by one or more computer processors, a first ordered list of communication channel results in which the determined one or more communication channel results are ordered based, at least in part, on the one or more success rates of the determined one or more communication channels and the determined real-time period of availability from the wearable device;
selecting, by one or more computer processors, a preferred communication channel from the created first ordered list of communication channel results; and
initiating, by one or more computer processors, a communication via the selected preferred communication channel.

2. The method of claim 1 , further comprising:
determining, by one or more computer processors, a status of the initiated communication, wherein the status of the initiated communication identifies one of: a failed communication and a successful communication; and
updating, by one or more computer processors, a success rate of the initiated communication within the data repository based on the status of the initiated communication, wherein the success rate of the initiated communication is one of the one or more success rates respectively associated with the retrieved one or more communication channels.

3. The method of claim 1 , further comprising:
determining, by one or more computer processors, whether the entry within the data repository associated with the unique client identifier includes information that identifies one or more social networks in which an individual associated with the unique client identifier is a member; and
responsive to determining that the entry within the data repository associated with the unique client identifier includes information that identifies one or more social networks in which the individual is a member:
retrieving, by one or more computer processors, activity information pertaining to the unique client identifier from the one or more social networks, wherein the retrieved information includes a status of the individual associated with the unique client identifier, a post by the individual associated with the unique client identifier, and a location of the individual associated with the unique client identifier;
determining, by one or more computer processors, one or more times of availability based on the retrieved activity information; and
creating, by one or more computer processors, a second ordered list of communication channel results by modifying the first ordered list of communication channel results based, at least in part, on the determined one or more times of availability.

4. The method of claim 1 , further comprising:
determining, by one or more computer processors, whether the entry within the data repository associated with the unique client identifier identifies a global positioning system enabled device;
responsive to determining that the entry within the data repository associated with the unique client identifier identifies the global positioning system enabled device:
retrieving, by one or more computer processors, a GPS location of an individual associated with the unique client identifier from the global positioning enabled device; and
creating, by one or more computer processors, a second ordered list of communication channel results by modifying the first ordered list of communication channel results based, at least in part, on the GPS location of the individual associated with the unique client identifier.

5. The method of claim 1 , further comprising:
creating, by one or more computer processors, a second ordered list of communication channel results by modifying the first ordered list of communication channel results based on the purpose of contact, the severity, and the initial manner of contact.

6. The method of claim 1 , further comprising:
determining, by one or more computer processors, that the received query complies with one or more rules wherein the one or more rules are based, at least in part, on one or more business rules that are based on one or more policies, wherein the one or more policies identify at least a time period to respond to a client and a restriction to limit contact attempts without reciprocal contact from the client, and one or more user rules that are based on personal knowledge.

7. A computer program product for determining a preferred communication channel, the computer program product comprising:
one or more computer readable storage media and program instructions stored on the one or more computer readable storage media, the program instructions comprising:
program instructions to receive a query wherein the query includes: a unique client identifier, a purpose of contact, a severity, and an initial manner of contac, wherein the severity is, as pre-defined in a rules, a determined degree of impact to a user that an encountered defect with respect to a component has on the ability of a user to perform work t;
program instructions to retrieve one or more communication channels from an entry within a data repository, wherein the entry is associated with the received query;
program instructions to determine whether the entry within the data repository that is associated with the unique client identifier identifies a wearable device that includes physical activity information, wherein the wearable device includes at least heart rate monitoring and activity tracking;
responsive to determining that the entry within the data repository associated with the unique client identifier identifies the wearable device, program instructions to retrieve the physical activity information from the wearable device;
program instructions to determine a real-time period of availability based on the retrieved physical activity information from the wearable device;
program instructions to determine one or more communication channel results based, at least in part, on one or more success rates respectively associated with the retrieved one or more communication channels within the data repository and the determined real time period of availability from the wearable device;

Assignees

• IBM

Inventors

• Harpur Liam S
• Katzen Erik H
• Patel Sumit
• Wagner Pascal

Classifications

• H04L67/14

  Session management (for real-time applications in data packet communications networks H04L65/1066) · CPC title

• H04L67/306

  User profiles · CPC title

• H04L67/10 Primary

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title

• G06Q50/01

  Physics · mapped topic

• H04L67/18

  Electricity · mapped topic