Systems and methods for advanced message handling

Patent metadata

Field	Value
Publication number	US-11916867-B2
Application number	US-202318170826-A
Country	US
Kind code	B2
Filing date	Feb 17, 2023
Priority date	Nov 9, 2021
Publication date	Feb 27, 2024
Grant date	Feb 27, 2024

Abstract

A system and method for intelligent message routing is provided. The system and method include a) storing, in one or more storage devices, a plurality of transmission rules for transmitting messages, b) receiving a message to be transmitted to a participant, c) comparing the message to the plurality of transmission rules, d) determining a first channel to transmit the message to a computer device associated with the participant based on the comparison, e) converting the message into a first message for transmission on the first channel, and f) transmitting the first message over the first channel.

First claim

What is claimed is:

1. An intelligent message routing system comprising:
one or more processors, one or more computer readable storage devices, and a plurality of program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors, when executed by the one or more processors, the plurality of program instructions cause the one or more processors to:
receive a message to be transmitted to a participant, wherein the message includes a conversation identifier signifying a conversation with the participant;
determine a first channel to transmit the message to a computer device associated with the participant;
store the conversation identifier prior to transmission of the message;
transmit the message over the first channel;
subsequent to the transmission of the message, receive a response from the computer device associated with the participant via the first channel; and
associate the response from the participant with the conversation identifier of the message.

2. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to determine the first channel to transmit the message to a computer device associated with the participant based upon the conversation identifier.

3. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to:
convert the message into a first message for transmission on the first channel; and
transmit the first message over the first channel.

4. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to:
receive a second message to be transmitted to the participant, wherein the second message is not associated with the conversation identifier;
determine if the conversation is complete;
if the conversation is complete, transmit the second message via the first channel; and
if the conversation is not complete, transmit the second message via a second channel, wherein the second channel is different than the first channel.

5. The system of claim 4 , wherein the conversation is a first conversation, wherein the conversation identifier is a first conversation identifier, wherein the second message is associated with a second conversation identifier associated with a second conversation, and wherein the plurality of program instructions further cause the one or more processors to:
associate the first channel with the first conversation and the second channel with the second conversation; and
receive a third message not associated with the first conversation or the second conversation.

6. The system of claim 5 , wherein the plurality of program instructions further cause the one or more processors to store the third message until an appropriate channel is no longer associated with a conversation.

7. The system of claim 5 , wherein the plurality of program instructions further cause the one or more processors to route the third message to a message handler to attempt to transmit the third message after a period of time.

8. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to lock the first channel to the conversation.

9. The system of claim 8 , where in the message is a first message, and wherein the plurality of program instructions further cause the one or more processors to:
receive a second message to be transmitted to the participant, wherein the second message is associated with the conversation identifier; and
transmit the second message to the participant via the first channel.

10. The system of claim 9 , wherein the second message ends the conversation, and wherein the plurality of program instructions further cause the one or more processors to unlock the first channel upon successful transmission of the first message.

11. The system of claim 8 , wherein the plurality of program instructions further cause the one or more processors to:
receive a response message from the participant via the first channel;
determine that the response message is associated with the conversation;
determine that the response message ends the conversation; and
unlock the first channel in response to the determination that the response message ends the conversation.

12. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to:
determine a first channel and a second channel to transmit the message to one or more computer devices associated with the participant based on the comparison;
convert the message into a first message for transmission on the first channel;
transmit the first message over the first channel;
convert the message into a second message for transmission on the second channel different from the first channel; and
transmit the second message over the second channel.

13. The system of claim 1 , wherein the plurality of program instructions further cause the one or more processors to:
store a plurality of transmission rules for transmitting messages; and
compare the message to the plurality of transmission rules.

14. The system of claim 13 , wherein the plurality of transmission rules include a plurality of core rules, and wherein the plurality of program instructions further cause the one or more processors to determine whether or not to transmit the message based on the plurality of core rules.

15. The system of claim 13 , wherein the plurality of program instructions further cause the one or more processors to determine the first channel to transmit the message to a computer device associated with the participant based upon the comparison.

16. The system of claim 13 , wherein the plurality of transmission rules include a plurality of participant preferences associated with the participant, and wherein the plurality of program instructions further cause the one or more processors to determine how to transmit the message based on the plurality of participant preferences.

17. The system of claim 13 , wherein the plurality of transmission rules include a quiet time period, and wherein the plurality of program instructions further cause the one or more processors to determine whether or not the message can be transmitted based on the quiet time period.

18. The system of claim 17 , wherein the plurality of program instructions further cause the one or more processors to delay transmission of the message until after the quiet time period.

19. The system of claim 1 , wherein each message includes a message identifier, and wherein the plurality of program instructions further cause the one or more processors to store the message identifier prior to transmission of the message.

20. A computer implemented method for intelligent message routing implemented using at least one processor, the method comprising:
storing, in one or more storage devices, a plurality of transmission rules for transmitting messages;
receiving a message to be transmitted to a participant, wherein the message includes a conversation identifier signifying a conversation with the participant;
determining a first channel to transmit the message to a computer device associated with the participant;
storing the conversation identifier prior to transmission of the message;
transmitting the message over the first channel;
subsequent to the transmission of the message, receiving a response from the computer device associated with the participant via the first ch

Assignees

• State Farm Mutual Automobile Insurance Co

Inventors

• Oliveira Andrew
• Ding Wen
• Byrd Benjamin E
• Lambert Holly
• Martinez John
• Chang Jonathan
• Aranguren Jose G
• Pruna Maurice
• Kariwala Shagun

Classifications

• H04L51/56 Primary

  Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM] · CPC title

• H04L51/214 Primary

  using selective forwarding · CPC title