Customized response messages

Patent metadata

Field	Value
Publication number	US-11025568-B2
Application number	US-202016734072-A
Country	US
Kind code	B2
Filing date	Jan 3, 2020
Priority date	Dec 22, 2017
Publication date	Jun 1, 2021
Grant date	Jun 1, 2021

Abstract

Generation of customized response messages is described. According to the method, an incoming communication request is received and a relationship between an initiator of the communication request and a recipient of the communication request is determined. Based on a number of calendars for the recipient, an availability of the recipient is determined. When the recipient is unavailable, a customized response message is generated. The customized response message 1) is based on the relationship between the initiator and the recipient and 2) indicates an estimated response time for the recipient based on the availability of the recipient.

First claim

What is claimed is:

1. A computer-implemented method, comprising:
receiving an incoming communication request;
determining, based on a number of calendars for a recipient of the incoming communication request, an availability of the recipient; and
based on a determined unavailability of the recipient:
estimating, based on the availability of the recipient as determined from the number of calendars, a response time for the recipient; and
generating a customized response message, which customized response message indicates an estimated response time as determined from the number of calendars.

2. The computer-implemented method of claim 1 :
further comprising determining a relationship between an initiator of the incoming communication request and the recipient; and
wherein the customized response message is further based on the relationship between the initiator and the recipient.

3. The computer-implemented method of claim 2 , wherein the relationship is determined across multiple communication platforms.

4. The computer-implemented method of claim 2 , further comprising determining a strength of the relationship between the initiator and the recipient.

5. The computer-implemented method of claim 4 , further comprising updating the strength of the relationship based on changes to a quantity and frequency of correspondence over time.

6. The computer-implemented method of claim 2 , further comprising determining a formal nature of the relationship between the initiator and the recipient.

7. The computer-implemented method of claim 6 , wherein the formal nature of the relationship is determined based on:
a type of previous correspondence;
a time of day when previous correspondence were sent;
a vernacular of previous correspondence; and
profile information of the initiator.

8. The computer-implemented method of claim 7 , further comprising determining a format for the customized response message based on the formal nature of the relationship.

9. The computer-implemented method of claim 1 , wherein determining, based on a number of calendars for a recipient of the incoming communication request, an availability of the recipient is performed absent a recipient refusal to accept the incoming communication request.

10. The computer-implemented method of claim 1 :
further comprising determining, based on a number of calendars for a recipient of the incoming communication request, whether the recipient is in a regularly-scheduled appointment; and
wherein the customized response message is further based on historical recipient behavior relating to the regularly-scheduled appointment.

11. A system comprising:
a communication unit to receive an incoming communication request;
a number of calendars for a recipient of the incoming communication request; and
a response controller to, based on a determined unavailability of the recipient, generate a customized response message, which customized response message indicates an estimated response time for the recipient based on the availability of the recipient as determined from the number of calendars for the recipient.

12. The system of claim 11 , further comprising a database comprising relationship information between a number of users, wherein the number of users comprises an initiator of the communication request and the recipient of the communication request.

13. The system of claim 12 , wherein the database comprises information extracted from hardware memory devices associated with different communication platforms.

14. The system of claim 12 , wherein the customized response message is based on the relationship between the initiator and the recipient.

15. The system of claim 11 , wherein the customized response message is based on historical interactions between an initiator of the incoming communication request and the recipient.

16. The system of claim 11 , wherein the customized response message has a vernacular and tone that match a historical vernacular and tone between an initiator of the incoming communication request and the recipient.

17. A computer program product, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processor to cause the processor to:
receive an incoming communication request;
determine, based on multiple calendars for the recipient, an availability of the recipient; and
based on a determined unavailability of the recipient, generate a customized response message, which customized response message indicates an estimated response time for the recipient based on:
the availability of the recipient; and
historical response times following a period of unavailability for the recipient.

18. The computer program product of claim 17 , wherein the multiple calendars comprise a professional calendar and a non-work-related calendar.

19. The computer program product of claim 17 , wherein the program instructions are further executable by a processor to cause the processor to identify each participant in a meeting in which the recipient is attending.

20. The computer program product of claim 19 , wherein the estimated response time is further based on the participants in the meeting.

Assignees

• IBM

Inventors

• Silva Asima
• Gorzela Richard
• Stockton Jaime M

Classifications

• H04L51/212

  using filtering or selective blocking · CPC title

• H04L51/02 Primary

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

• G06Q10/109

  Time management, e.g. calendars, reminders, meetings or time accounting · CPC title

• G10L17/26

  Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices · CPC title

• H04L51/12

  Electricity · mapped topic