Methods for improved interorganizational collaboration

Patent metadata

Field	Value
Publication number	US-12547984-B2
Application number	US-202017078121-A
Country	US
Kind code	B2
Filing date	Oct 23, 2020
Priority date	Jul 22, 2020
Publication date	Feb 10, 2026
Grant date	Feb 10, 2026

Abstract

Systems and methods are included for improved interorganizational collaboration. An agent on a server can crawl through data files to identify keywords relating to a product. The agent can create tags and assign the keywords to the tags. The agent can crawl through user-related data files to identify potential support users. The support users can be mapped to tags in a database. A user interacting with a chat application can request help with the product. The agent can extract keywords from the request and use them to identify a tag. The agent can map the tag to support users and using an algorithm can select a support user to send the help request to. If the support user denies the request or does not respond, the agent can send the request to another support user. Once a support user accepts the request, the agent can connect the users.

First claim

What is claimed is:

1 . A method of improving interorganizational collaboration through a management server of a device management system that is in communication with a plurality of user devices that are enrolled in the device management system, wherein the plurality of user devices include end user devices and support user devices, comprising:
crawling through data files in a storage device related to products of the device management system and extracting keywords that apply to the products; creating tags, assigning the keywords to the tags, and storing the tags and the keywords in association with each other in a relational data table; crawling through user profile information of support users and mapping the support users to the tags according to expertise levels of the support users; receiving a collaboration request from a first user device that is one of the end user devices enrolled in the device management system, wherein the collaboration request is generated by an application running in the first user device based on inputs made on the first user device; extracting at least one keyword from the request; determining one of the tags in the relational data table that is associated with the at least one keyword from the request; identifying an ordered group of support users that are mapped to the one tag, wherein the group of support users is ordered based on a ranking function that applies a higher weight to support users that have responded less frequently within a specified time period, wherein identifying the ordered group of support users comprises:
retrieving calendar data from support user devices corresponding to the support users,
determining for each user a percentage of a designated workday that has previously been reserved for meetings, and
deprioritizing a subset of the support users for whom the percentage is above a predetermined threshold;
selecting a first support user from the ordered group of support users, wherein the first support user is assigned a highest weight based on the ranking function; sending a time-bound notification of the collaboration request to a second user device, wherein the second user device is one of the support user devices corresponding to the selected first support user, wherein the time-bound notification expires after a predetermined time if the time-bound notification is not responded to by the selected first support user; determining that the time-bound notification has expired; selecting a second support user from the ordered group of support users, wherein the second support user is assigned a second highest weight based on the ranking function; and sending a second time-bound notification to a third user device corresponding to the second support user, wherein, in an instance where the collaboration request is accepted by the third user device, a private online communication is established between the first user device and the third user device.

2 . The method of claim 1 , wherein the at least one keyword is extracted by comparing text in the collaboration request to the previously extracted keywords that apply to the products of the device management system.

3 . The method of claim 1 , wherein the application is a chatbot application and the at least one keyword is extracted from text entered into the chatbot application by an end user of the first user device.

4 . A non-transitory, computer-readable medium containing instructions for execution by a hardware-based processor of a management server of a device management system that is in communication with a plurality of user devices that are enrolled in the device management system, wherein the plurality of user devices include end user devices and support user devices, and the instructions, when executed by the hardware-based processor, performs stages for improved interorganizational collaboration, the stages comprising:
crawling through data files in a storage device related to products of the device management system and extracting keywords that apply to the products; creating tags, assigning the keywords to the tags, and storing the tags and the keywords in association with each other in a relational data table; crawling through user profile information of support users and mapping the support users to the tags according to expertise levels of the support users; receiving a collaboration request from a first user device that is one of the end user devices enrolled in the device management system, wherein the collaboration request is generated by an application running in the first user device based on inputs made on the first user device; extracting at least one keyword from the request; determining one of the tags in the relational data table that is associated with the at least one keyword from the request; identifying an ordered group of support users that are mapped to the one tag, wherein the group of support users is ordered based on a ranking function that applies a higher weight to support users that have responded less frequently within a specified time period, wherein identifying the ordered group of support users comprises:
retrieving calendar data from support user devices corresponding to the support users,
determining for each user a percentage of a designated workday that has previously been reserved for meetings, and
deprioritizing a subset of the support users for whom the percentage is above a predetermined threshold;
selecting a first support user from the ordered group of support users, wherein the first support user is assigned a highest weight based on the ranking function; sending a time-bound notification of the collaboration request to a second user device, wherein the second user device is one of the support user devices corresponding to the selected first support user, wherein the time-bound notification expires after a predetermined time if the time-bound notification is not responded to by the selected first support user; determining that the time-bound notification has expired; selecting a second support user from the ordered group of support users, wherein the second support user is assigned a second highest weight based on the ranking function; and sending a second time-bound notification to a third user device corresponding to the second support user, wherein, in an instance where the collaboration request is accepted by the third user device, a private online communication is established between the first user device and the third user device.

5 . The non-transitory, computer-readable medium of claim 4 , wherein the at least one keyword is extracted by comparing text in the collaboration request to the previously extracted keywords that apply to the products of the device management system.

6 . The non-transitory, computer-readable medium of claim 4 , wherein the application is a chatbot application and the at least one keyword is extracted from text entered into the chatbot application by an end user of the first user device.

7 . A system for improving interorganizational collaboration through a management server of a device management system that is in communication with a plurality of user devices that are enrolled in the device management system, wherein the plurality of user devices include end user devices and support user devices, the management server comprising:
a memory storage including a non-transitory, computer-readable medium comprising instructions; and a hardware-based processor that executes the instructions to carry out stages comprising:
crawling through data files in a storage device related to products of the device management system and extracting keywords that apply to the products;
creating tags, assigning the keywords to the tags, and storing the tags an

Assignees

• Omnissa Llc

Inventors

• Aluvala Suman
• Kochhar Arjun
• Rangain Pavan Rajkumar
• Kavatage Mahesh Ashok

Classifications

• H04L51/02

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

• H04L47/828

  Allocation of resources per group of connections, e.g. per group of users · CPC title

• G06F16/90332

  Natural language query formulation or dialogue systems · CPC title

• G06F16/907

  Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually · CPC title

• G06Q10/103 Primary

  Workflow collaboration or project management · CPC title