Preserving collaboration history with relevant contextual information

• US 10,003,557 B2
• Filed: 03/13/2016
• Issued: 06/19/2018
• Est. Priority Date: 09/18/2012
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Scherpa, Josef A., Wolf, Tracee L.
• Primary Examiner(s): Serrao, Ranodhi
• Assistant Examiner(s): FIORILLO, JAMES N
• Application Number:
  US15/068,616
• Publication Number:
  US 20160197861A1
• Time in Patent Office: 828 Days
• Field of Search: 709204, 709206, 709219, 709229
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15

Abstract

Preserving collaborative history includes detecting a trigger for a chat session between at least two participants using a processor and, responsive to the trigger, obtaining event data for an event occurring during the chat session and involving at least one of the participants. The event data is included within a transcript of the chat session. In other cases, event data is obtained from external systems that is correlated with the chat session and is included within the transcript.

Claims

1. A computer-implemented method, comprising:

collecting, by a monitor service executing on a hardware processing device, message content sent between at least two participants of a chat session, wherein the collected message content forms a chat transcript;

detecting, by the monitor service, a trigger that indicates an event involving at least one of the participants of the chat session wherein;

the trigger is at least one of a monitored activity of the chat session or from an external system; and

the trigger is detected either in real-time or after the chat session has concluded;

obtaining, by the monitor service and responsive to the trigger, event data for the event occurring during the chat session and involving at least one of the participants;

determining, by the monitor service, that the event is correlated with the trigger; and

generating by the monitor service, an annotated transcript by appending the correlated event data to the transcript of the chat session.

2. The method of claim 1, wherein

the trigger is derived from a message sent from a first participant to a second participant of the chat session.

3. The method of claim 1, wherein

the trigger is a minimum amount of time in which no messages are exchanged between the at least two participants.

4. The method of claim 1, wherein

the transcript includes messages sent during the chat session, and

the event data, within the annotated transcript, is visually distinguished from the messages.

5. The method of claim 1, wherein the event data is included within the annotated transcript only upon a participant of the chat session and associated with the event data providing permission to disclose the event data.

6. The method of claim 1, wherein the chat session is conducted by a messaging system and the event occurs within a different system from which the event data is obtained, and

the event data is acquired from the different system.

7. The method of claim 1, wherein the event data within the annotated transcript includes a link to the event.

8. The method of claim 1, wherein the event data within the transcript is included in chronological order.

9. The method of claim 1, wherein the trigger is detected in real time.