Method and apparatus for managing communication inquiries

Patent metadata

Field	Value
Publication number	US-12309669-B2
Application number	US-202418666412-A
Country	US
Kind code	B2
Filing date	May 16, 2024
Priority date	Nov 30, 2011
Publication date	May 20, 2025
Grant date	May 20, 2025

Abstract

A system that incorporates teachings of the present disclosure may include, for example, a processing system that analyses, without user intervention, content of a first message directed from equipment of a sending user to equipment of a receiving user, to identify a task. The processing system determines that the receiving user is unable to perform the task according to biometric data of the receiving user. The biometric data is selected from one of heart rate, blood pressure, respiratory rate, and combinations thereof. According to the content of the first message and the biometric data obtained from the receiving user, the processing system determines that the task should be delegated to another user, and responsive thereto, provides a second message associated with the task to equipment of the other user. Other embodiments are disclosed.

First claim

What is claimed is:

1. A server, comprising:
a processing system including a processor; and
a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, the operations comprising:
receiving an inquiry command from a first communication device of a first user, wherein the inquiry command originates at the first communication device and is directed to obtaining a response from a second user;
obtaining first behavior information associated with the first user;
determining an urgency level according to content of the inquiry command and first behavior information;
monitoring a calendar of the second user to identify presence data for the second user and time and location commitments of the second user;
determining an importance rating of the inquiry command by applying handling rules according to the urgency level and the presence data for the second user;
determining a time and message format for receipt of the inquiry command by a second communication device of the second user based on the importance rating;

broadcasting the inquiry command and the importance rating to a plurality of communication devices; and
receiving a plurality of responses from the plurality of communication devices.

2. The server of claim 1 , wherein the operations further comprise:
analyzing content of the inquiry command to determine a process for delivery of a message to equipment of the plurality of communication devices, wherein the inquiry command lacks a designation of a particular recipient communication device.

3. The server of claim 2 , wherein the inquiry command comprises a request for a response from a receiving user and wherein the analyzing comprises:
applying message handling rules in accordance with the first behavior information.

4. The server of claim 3 , wherein the analyzing further comprises:
applying dynamic message handling rules adjusted in accordance with the first behavior information.

5. The server of claim 2 , wherein the analyzing comprises:
applying one or more of a parsing engine, a natural language engine and a rhetorical library to determine a subject matter and details of the inquiry command.

6. The server of claim 1 , wherein the receiving the inquiry command comprises:
receiving a text from the first communication device, receiving a voice recording from the first communication device, receiving a video recording of a gesture by the first user from the first communication device, or a combination of these.

7. The server of claim 1 , wherein the operations further comprise:
receiving a rating feedback on accuracy of the importance rating.

8. The server of claim 7 , wherein the operations further comprise:
determining an updated importance rating of a subsequent inquiry command based at least in part on the rating feedback on accuracy.

9. The server of claim 1 , wherein the operations further comprise:
filtering the first behavior information.

10. The server of claim 9 , wherein the filtering the first behavior information comprises:
comparing the presence data for the second user with presence data for the first user; and
identifying a conflict in presence based on the comparing.

11. A non-transitory machine-readable medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, the operations comprising:
receiving an inquiry command from a first communication device of a first user, wherein the inquiry command originates at the first communication device;
obtaining first behavior information associated with the first user, wherein the first behavior information comprises a social interaction between the first user and a second user;
determining an urgency level according to content of the inquiry command and first behavior information;
monitoring a calendar of the second user to identify presence data for the second user and time and location commitments of the second user;
determining an importance rating of the inquiry command by applying handling rules according to the urgency level and the presence data for the second user;
determining a time and message format for receipt of the inquiry command by a second communication device of the second user based on the importance rating;
communicating the inquiry command and the importance rating to a plurality of communication devices;
receiving a plurality of responses from the plurality of communication devices;
receiving feedback on accuracy of the importance rating; and
determining an accuracy of the importance rating according to the feedback.

12. The non-transitory machine-readable medium of claim 11 , wherein the operations further comprise:
determining an updated importance rating of a subsequent inquiry command based at least in part on the accuracy of the importance rating.

13. The non-transitory machine-readable medium of claim 11 , wherein the operations further comprise:
analyzing content of the inquiry command to determine a process for delivery of a message to equipment of the plurality of communication devices.

14. The non-transitory machine-readable medium of claim 13 , wherein the analyzing further comprises:
applying dynamic message handling rules adjusted in accordance with the first behavior information.

15. The non-transitory machine-readable medium of claim 13 , wherein the analyzing further comprises:
applying one or more of a parsing engine, a natural language engine and a rhetorical library to determine a subject matter and details of the inquiry command.

16. The non-transitory machine-readable medium of claim 11 , wherein the operations further comprise:
identifying, in the inquiry command, a request for a response from a receiving user; and
analyzing the inquiry command by applying message handling rules in accordance with the first behavior information.

17. A method, comprising:
receiving, by a processing system including a processor, an inquiry command from a first communication device of a first user, wherein the inquiry command originates at the first communication device and is directed to obtaining a response from a second user;
obtaining, by the processing system, first behavior information associated with the first user;
applying by the processing system, to the inquiry command, message handling rules in accordance with the first behavior information;
determining, by the processing system, an urgency level according to content of the inquiry command and first behavior information;
determining, by the processing system, an importance rating of the inquiry command by applying handling rules according to the urgency level and presence data associated with the second user;
determining, by the processing system, a time and message format for receipt of the inquiry command by a second communication device of the second user based on the importance rating;
broadcasting, by the processing system, the inquiry command and the importance rating to a plurality of communication devices; and
receiving, by the processing system, a plurality of responses from the plurality of communication devices.

18. The method of claim 17 , comprising:
monitoring, by the processing system, a calendar of the second user to identify presence data for the second user and time and location commitments of the second user.

19. The method of claim 17 , comprising:
receiving, by the processing system, feedback on accuracy of the importance rating; and
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Assignees

• At & T Ip I Lp
• At & T Mobility Ii Llc

Inventors

• Tardelli Dana
• Chien Ginger
• Luu Adrianne
• Razoumov Leonid
• Shankaranarayanan Nemmara K

Classifications

• H04L67/565

  Conversion or adaptation of application format or content (adding application control or application functional data H04L67/561) · CPC title

• H04L67/62

  Establishing a time schedule for servicing the requests · CPC title

• H04L67/54

  Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users · CPC title

• H04L67/564

  Enhancement of application control based on intercepted application data · CPC title

• H04L67/61

  taking into account QoS or priority requirements · CPC title