Automatic message management utilizing speech analytics

Patent metadata

Field	Value
Publication number	US-9781271-B2
Application number	US-201514690871-A
Country	US
Kind code	B2
Filing date	Apr 20, 2015
Priority date	Jul 31, 2007
Publication date	Oct 3, 2017
Grant date	Oct 3, 2017

Abstract

Embodiments are provided for utilizing speech analytics for automatically managing messages in a communications network. A message from a calling party to an unavailable called party is recorded in a messaging management module. The messaging management module automatically identifies a category for assigning to the content of the message based on information associated with the unavailable called party or a calling party and associates a language model with the message content based on the category. An analysis module utilizes the language model to identify grammar making up the message content. The messaging management module automatically performs a messaging management function on the message content based on a set of rules. The messaging management function may include automatically determining a priority for the message (enabling the message to be retrieved out of order) or automatically triggering an action in response to the message which is directed to the unavailable called party.

First claim

I claim:

1. A method comprising:
recording a message directed to an unavailable party;
identifying, via a processor, a message category based on rules associated with the unavailable party;
identifying a language grammar based on the message category; and
performing an action utilizing the language grammar, wherein the action is based on the rules.

2. The method of claim 1 , further comprising:
assigning a message priority to the message based on the message category, wherein the performing of the action is based on the message priority.

3. The method of claim 1 , wherein the message is a voicemail message.

4. The method of claim 1 , further comprising:
saving the message for a predetermined period based on a priority set by the unavailable party.

5. The method of claim 1 , further comprising:
triggering an immediate action to the unavailable party based on the rules associated with the unavailable party.

6. The method of claim 5 , wherein triggering an immediate action comprises forwarding the message to a device associated with the unavailable party.

7. The method of claim 5 , wherein the rules associated with the unavailable party are associated with location coordinates of a sender of the message.

8. A system comprising:
a processor; and
a computer-readable storage medium having instructions stored which, when executed by the processor, result in the processor performing operations comprising:
recording a message directed to an unavailable party;
identifying a message category based on rules associated with the unavailable party;
identifying a language grammar based on the message category; and
performing an action utilizing the language grammar, wherein the action is based on the rules.

9. The system of claim 8 , the computer-readable storage medium having additional instructions stored which, when executed by the processor, result in operations comprising:
assigning a message priority to the message based on the message category, wherein the performing of the action is based on the message priority.

10. The system of claim 8 , wherein the message is a voicemail message.

11. The system of claim 8 , the computer-readable storage medium having additional instructions stored which, when executed by the processor, result in operations comprising:
saving the message for a predetermined period based on a priority set by the unavailable party.

12. The system of claim 8 , the computer-readable storage medium having additional instructions stored which, when executed by the processor, result in operations comprising:
triggering an immediate action to the unavailable party based on the rules associated with the unavailable party.

13. The system of claim 12 , wherein triggering an immediate action comprises forwarding the message to a device associated with the unavailable party.

14. The system of claim 12 , wherein the rules associated with the unavailable party are associated with location coordinates of a sender of the message.

15. A computer-readable storage device having instructions stored which, when executed by a computing device, result in the computing device performing operations comprising:
recording a message directed to an unavailable party;
identifying a message category based on rules associated with the unavailable party;
identifying a language grammar based on the message category; and
performing an action utilizing the language grammar, wherein the action is based on the rules.

16. The computer-readable storage device of claim 15 , having additional instructions stored which, when executed by the computing device, cause the computing device to perform operations comprising:
assigning a message priority to the message based on the message category, wherein the performing of the action is based on the message priority.

17. The computer-readable storage device of claim 15 , wherein the message is a voicemail message.

18. The computer-readable storage device of claim 15 , having additional instructions stored which, when executed by the computing device, cause the computing device to perform operations comprising:
saving the message for a predetermined period based on a priority set by the unavailable party.

19. The computer-readable storage device of claim 15 , having additional instructions stored which, when executed by the computing device, cause the computing device to perform operations comprising:
triggering an immediate action to the unavailable party based on the rules associated with the unavailable party.

20. The computer-readable storage device of claim 19 , wherein triggering an immediate action comprises forwarding the message to a device associated with the unavailable party.

Assignees

• Nuance Communications Inc

Inventors

• Anderson David J

Classifications

• H04M3/53333

  Message receiving aspects · CPC title

• H04M3/5307 Primary

  for recording messages comprising any combination of audio and non-audio components · CPC title

• G06F40/35 Primary

  Discourse or dialogue representation · CPC title

• H04M1/64

  Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations (centralised dictation systems H04M11/10) · CPC title

• G06F17/279

  Physics · mapped topic