Systems and methods for advanced message handling

Patent metadata

Field	Value
Publication number	US-12301531-B2
Application number	US-202418444048-A
Country	US
Kind code	B2
Filing date	Feb 16, 2024
Priority date	Nov 9, 2021
Publication date	May 13, 2025
Grant date	May 13, 2025

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 t 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 first message to be transmitted to a participant, wherein the first message includes a first conversation identifier signifying a first conversation with the participant;
determine a first channel to transmit the first message to the participant;
transmit the first message over the first channel;
receive a second message to be transmitted to the participant, wherein the second message includes a second conversation identifier signifying a second conversation with the participant, wherein the first conversation and the second conversation are different, and wherein the first conversation and the second conversation are occurring substantially simultaneously;
determine a second channel to transmit the second message to the participant, wherein the first channel and the second channel are different;
transmit the second message over the second channel;
receive a response message from the participant via one of the first channel and the second channel; and
determine that the response message is associated with one of the first conversation and the second conversation based upon which channel the response message was received on.

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

3. The system of claim 1 , wherein the plurality of program instructions further causes the one or more processors to determine the second channel to transmit the second message to the participant based upon the second conversation identifier.

4. The system of claim 1 , wherein the first conversation is for a first topic and the second conversation is for a second topic, wherein the first topic and the second topic are different.

5. The system of claim 1 , wherein the plurality of program instructions further causes the one or more processors to:
receive a request including the first conversation identifier; and
transmit a plurality of messages associated with the first conversation identifier.

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

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

8. The system of claim 7 , wherein if the first conversation and the second conversation are not complete, the plurality of program instructions further causes the one or more processors to transmit the third message via a third channel, wherein the third channel is different than the first channel and the second channel.

9. The system of claim 7 , wherein the plurality of program instructions further causes the one or more processors to store the third message until an appropriate channel is no longer associated with a conversation.

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

11. The system of claim 10 , wherein the plurality of program instructions further causes the one or more processors to:
receive a third message to be transmitted to the participant, wherein the third message is associated with the first conversation identifier; and
transmit the third message to the participant via the first channel.

12. The system of claim 11 , wherein the third message ends the first conversation, and wherein the plurality of program instructions further causes the one or more processors to unlock the first channel upon successful transmission of the third message.

13. The system of claim 10 , wherein the plurality of program instructions further causes 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 first conversation;
determine that the response message ends the first conversation; and
unlock the first channel in response to the determination that the response message ends the first conversation.

14. The system of claim 1 , wherein the plurality of program instructions further causes the one or more processors to:
determine the first channel to transmit the first message to the participant based on the comparison;
convert the first message into a first format for transmission on the first channel; and
transmit the first message over the first channel.

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

16. The system of claim 15 , wherein the plurality of transmission rules includes a plurality of core rules, and wherein the plurality of program instructions further causes the one or more processors to determine whether or not to transmit the first message based on the plurality of core rules.

17. The system of claim 15 , wherein the plurality of program instructions further causes the one or more processors to determine the first channel to transmit the first message to the participant based upon the comparison.

18. The system of claim 15 , wherein the plurality of transmission rules includes a plurality of participant preferences associated with the participant, and wherein the plurality of program instructions further causes the one or more processors to determine how to transmit the first message based on the plurality of participant preferences.

19. The system of claim 15 , wherein the plurality of transmission rules includes a quiet time period, and wherein the plurality of program instructions further causes the one or more processors to determine whether or not the first message can be transmitted based on the quiet time period.

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

21. A computer implemented method for intelligent message routing implemented using at least one processor, the method comprising:
receive a first message to be transmitted to a participant, wherein the first message includes a first conversation identifier signifying a first conversation with the participant;
determining a first channel to t

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

• H04L51/214 Primary

  using selective forwarding · CPC title

• H04L51/56 Primary

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