Cloud based chat governance system based on behavioral patterns and situational-awareness

Patent metadata

Field	Value
Publication number	US-2016330156-A1
Application number	US-201514707478-A
Country	US
Kind code	A1
Filing date	May 8, 2015
Priority date	May 8, 2015
Publication date	Nov 10, 2016
Grant date	—

Abstract

A computer-implemented method for intelligent chat governance, is provided. The computer-implemented method includes analyzing an incoming message based on relationship between a plurality of users, content of the incoming message, and metadata of the incoming message. The computer-implemented method further includes calculating a plurality of prioritization metrics of the incoming message based on a comparison of the analyzed message to a knowledge base, wherein the knowledge base includes behavioral tendencies of users of the incoming message, patterns of interaction of the users, and situational awareness of the users. The computer-implemented method further includes the transmitting the incoming message to a client interface of, in response to a determination that at least one of the plurality of prioritization metrics are greater than a threshold level.

First claim

What is claimed is:

1 . A computer-implemented method for intelligent chat governance, the computer-implemented method comprising:
analyzing an incoming message based on: behavioral patterns of users of a chat session, relationship between a plurality of users, content of the incoming message, and metadata of the incoming message; calculating a plurality of prioritization metrics of the incoming message based on a comparison of the analyzed message to a knowledge base, wherein the knowledge base includes: behavioral tendencies of users of the incoming message, patterns of interaction of the users, and situational awareness of the users; and transmitting the incoming message to a client interface, in response to a determination that at least one of the plurality of prioritization metrics are greater than a threshold level.

2 . The computer-implemented method of claim 1 , further comprises: receiving current or history feedback from the plurality of users to update the knowledge base.

3 . The computer-implemented method of claim 1 , wherein content of the incoming message is analyzed with natural language process.

4 . The computer-implemented method of claim 1 , wherein the step of analyzing the incoming message further comprises: the first computer performing a generalized linear modeling.

5 . The computer-implemented method of claim 1 , further comprises: the first computer building a statistical model for calculating response time of the incoming message.

6 . The computer-implemented method of claim 1 , wherein the content of the incoming message is based on discussed topics of the incoming message between the plurality of users.

7 . The computer-implemented method of claim 1 , wherein the metadata of the incoming message is based on calendar or activity history of the incoming message.

8 . A computer system for intelligent chat governance, the computer system comprising:
one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage devices, and 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 via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising: program instructions to analyze an incoming message based behavioral patterns of uses of a chat session, relationship between a plurality of users, content of the incoming message, and metadata of the incoming message; program instructions to calculate a plurality of prioritization metrics of the incoming message based on a comparison of the analyzed message to a knowledge base, wherein the knowledge base includes behavioral tendencies of users of the incoming message, patterns of interaction of the users, and situational awareness of the users; and program instructions to transmit the incoming message to a client interface, in response to a determination that at least one of the plurality of prioritization metrics are greater than a threshold level.

9 . The computer system of claim 8 , further comprises:
program instructions to receive current or history feedback from the plurality of users to update the knowledge base.

10 . The computer system of claim 8 , wherein the content of the incoming message is analyzed with natural language process.

11 . The computer system of claim 8 , further comprises:
program instructions to perform a generalized linear modeling of the incoming message.

12 . The computer system of claim 8 , further comprises:
program instructions to build a statistical model for calculating response time of the incoming message.

13 . The computer system of claim 8 , wherein the metadata of the incoming message is based on calendar or activity of history of the incoming message.

14 . A computer program product for intelligent chat governance, the computer system comprising:
one or more computer-readable tangible storage devices and program instructions stored on at least one of the one or more storage devices, the program instructions comprising: program instructions to analyze an incoming message based behavioral patterns of uses of a chat session, relationship between a plurality of users, content of the incoming message, and metadata of the incoming message; program instructions to calculate a plurality of prioritization metrics of the incoming message based on a comparison of the analyzed message to a knowledge base, wherein the knowledge base includes behavioral tendencies of users of the incoming message, patterns of interaction of the users, and situational awareness of the users; and program instructions to transmit the incoming message to a client interface, in response to a determination that at least one of the plurality of prioritization metrics are greater than a threshold level.

15 . The computer program product of claim 14 , further comprises:
program instructions to receive current or history feedback from the plurality of users to update the knowledge base.

16 . The computer program product of claim 14 , wherein the content of the incoming message is analyzed with natural language process.

17 . The computer program product of claim 14 , further comprises:
program instructions to perform a generalized linear modeling of the incoming message.

18 . The computer program product of claim 14 , further comprises:
program instructions to build a statistical model for calculating response time of the incoming message.

19 . The computer program product of claim 14 , wherein the metadata of the incoming message is based on calendar or activity of history of the incoming message.

20 . The computer program product of claim 14 , wherein the content of the incoming message is based on discussed topics of the incoming message between the plurality of users.

Assignees

• IBM

Inventors

• Dunne Jonathan
• Muthukrishnan Ravi K
• Salahshour Abdolreza

Classifications

• H04L51/02

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

• H04L67/02 Primary

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• G06F40/30

  Semantic analysis · CPC title

• G06F40/205 Primary

  Parsing · CPC title

• H04L51/04

  Real-time or near real-time messaging, e.g. instant messaging [IM] · CPC title