Systems and methods of generating an engagement profile

• US 10,498,856 B1
• Filed: 05/23/2019
• Issued: 12/03/2019
• Est. Priority Date: 05/24/2018
• Status: Active Grant

• Current Assignee: People.ai, Inc.
• Original Assignee: People.ai, Inc.
• Inventors: Rogynskyy, Oleg, Halladay, Dylan, Hermanek, Stefan, Brunets, Yurii
• Primary Examiner(s): Boutah, Alina A
• Application Number:
  US16/421,288
• Publication Number:
  US 20190364131A1
• Time in Patent Office: 194 Days
• CPC Class Codes: G06F 11/3024 where the computing system component is a central processing unit [CPU]
• CPC Class Codes: G06F 11/3452 Performance evaluation by statistical analysis
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 16/122 using management policies backup systems G06F11/1446; file migration policies for HSM systems G06F16/185
• CPC Class Codes: G06F 16/1734 Details of monitoring file system events, e.g. by the use of hooks, filter drivers, logs
• CPC Class Codes: G06F 16/178 Techniques for file synchronisation in file systems
• CPC Class Codes: G06F 16/182 Distributed file systems
• CPC Class Codes: G06F 16/212 with details for data modelling support
• CPC Class Codes: G06F 16/215 Improving data quality; Data cleansing, e.g. de-duplication, removing invalid entries or correcting typographical errors
• CPC Class Codes: G06F 16/219 Managing data history or versioning querying versioned data G06F16/2474; querying temporal data G06F16/2477
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/221 Column-oriented storage; Management thereof
• CPC Class Codes: G06F 16/2228 Indexing structures
• CPC Class Codes: G06F 16/2264 Multidimensional index structures
• CPC Class Codes: G06F 16/2272 Management thereof
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06F 16/235 Update request formulation
• CPC Class Codes: G06F 16/2358 Change logging, detection, and notification replication G06F16/27
• CPC Class Codes: G06F 16/2365 Ensuring data consistency and integrity
• CPC Class Codes: G06F 16/2379 Updates performed during online database operations; commit processing
• CPC Class Codes: G06F 16/2386 : Bulk updating operations data conversion details G06F16/258
• CPC Class Codes: G06F 16/245 : Query processing
• CPC Class Codes: G06F 16/24558 : Binary matching operations
• CPC Class Codes: G06F 16/24564 : Applying rules; Deductive queries
• CPC Class Codes: G06F 16/2457 : with adaptation to user needs
• CPC Class Codes: G06F 16/24575 : using context
• CPC Class Codes: G06F 16/24578 : using ranking
• CPC Class Codes: G06F 16/2477 : Temporal data queries
• CPC Class Codes: G06F 16/254 : Extract, transform and load [ETL] procedures, e.g. ETL data flows in data warehouses
• CPC Class Codes: G06F 16/256 : in federated or virtual databases
• CPC Class Codes: G06F 16/26 : Visual data mining; Browsing structured data
• CPC Class Codes: G06F 16/27 : Replication, distribution or synchronisation of data between databases or within a distributed database system; Distributed database system architectures therefor
• CPC Class Codes: G06F 16/273 : Asynchronous replication or reconciliation
• CPC Class Codes: G06F 16/28 : Databases characterised by their database models, e.g. relational or object models
• CPC Class Codes: G06F 16/285 : Clustering or classification
• CPC Class Codes: G06F 16/288 : Entity relationship models
• CPC Class Codes: G06F 16/289 : Object oriented databases
• CPC Class Codes: G06F 16/29 : Geographical information databases
• CPC Class Codes: G06F 16/313 : Selection or weighting of terms for indexing
• CPC Class Codes: G06F 16/337 : Profile generation, learning or modification
• CPC Class Codes: G06F 16/355 : Class or cluster creation or modification
• CPC Class Codes: G06F 16/901 : Indexing; Data structures therefor; Storage structures for retrieval from the web G06F16/951
• CPC Class Codes: G06F 16/9024 : Graphs; Linked lists G06F16/9027 takes precedence
• CPC Class Codes: G06F 16/90344 : by using string matching techniques
• CPC Class Codes: G06F 16/9035 : Filtering based on additional data, e.g. user or group profiles
• CPC Class Codes: G06F 16/906 : Clustering; Classification
• CPC Class Codes: G06F 16/93 : Document management systems
• CPC Class Codes: G06F 16/9535 : Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 21/6218 : to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: G06F 21/6245 : Protecting personal data, e.g. for financial or medical purposes
• CPC Class Codes: G06F 40/20 : Natural language analysis semantic analysis of natural language G06F40/30
• CPC Class Codes: G06F 40/205 : Parsing
• CPC Class Codes: G06F 40/237 : Lexical tools
• CPC Class Codes: G06F 40/295 : Named entity recognition
• CPC Class Codes: G06F 40/30 : Semantic analysis
• CPC Class Codes: G06F 7/14 : Merging, i.e. combining at least two sets of record carriers each arranged in the same ordered sequence to produce a single set having the same ordered sequence
• CPC Class Codes: G06F 9/542 : Event management; Broadcasting; Multicasting; Notifications
• CPC Class Codes: G06N 20/00 : Machine learning
• CPC Class Codes: G06N 3/08 : Learning methods
• CPC Class Codes: G06N 5/022 : Knowledge engineering; Knowledge acquisition
• CPC Class Codes: G06N 5/025 : Extracting rules from data
• CPC Class Codes: G06N 5/04 : Inference or reasoning models
• CPC Class Codes: G06N 7/02 : using fuzzy logic computing arrangements based on biological models G06N3/00; computing arrangements using knowledge-based models G06N5/00
• CPC Class Codes: G06Q 10/04 : Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/063114 : Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06312 : Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06315 : Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/06393 : Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 : Performance of employee with respect to a job function
• 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 10/109 : Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 10/1091 : Recording time for administrative or management purposes
• CPC Class Codes: G06Q 10/1095 : Meeting or appointment
• CPC Class Codes: G06Q 30/0201 : Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 50/01 : Social networking
• CPC Class Codes: G06Q 50/22 : Social work or social welfare, e.g. community support activities or counselling services
• CPC Class Codes: G16H 15/00 : ICT specially adapted for medical reports, e.g. generation or transmission thereof
• CPC Class Codes: G16H 50/20 : for computer-aided diagnosis, e.g. based on medical expert systems
• CPC Class Codes: G16H 50/30 : for calculating health indices; for individual health risk assessment
• CPC Class Codes: H04L 12/14 : Charging , metering or billing arrangements for data wireline or wireless communications
• CPC Class Codes: H04L 12/1407 : Policy-and-charging control [PCC] architecture
• 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 2101/00 : Indexing scheme associated with group H04L61/00
• CPC Class Codes: H04L 2101/35 : containing special prefixes
• CPC Class Codes: H04L 2101/37 : E-mail addresses
• CPC Class Codes: H04L 41/082 : the condition being updates or upgrades of network functionality
• CPC Class Codes: H04L 41/14 : Network analysis or design
• CPC Class Codes: H04L 43/026 : using flow identification
• CPC Class Codes: H04L 43/045 : for graphical visualisation of monitoring data
• CPC Class Codes: H04L 43/062 : related to network traffic
• CPC Class Codes: H04L 43/065 : related to network devices
• CPC Class Codes: H04L 43/067 : using time frame reporting
• CPC Class Codes: H04L 43/08 : Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
• CPC Class Codes: H04L 43/0876 : Network utilisation, e.g. volume of load or congestion level
• CPC Class Codes: H04L 43/14 : using software, i.e. software packages network security related monitoring H04L63/1408
• CPC Class Codes: H04L 51/046 : Interoperability with other network applications or services
• CPC Class Codes: H04L 51/212 : using filtering or selective blocking
• CPC Class Codes: H04L 51/234 : for tracking messages
• CPC Class Codes: H04L 51/42 : Mailbox-related aspects, e.g. synchronisation of mailboxes
• CPC Class Codes: H04L 61/45 : Network directories; Name-to-address mapping
• CPC Class Codes: H04L 61/4594 : Address books, i.e. directories containing contact information about correspondents telephone directories in user terminals H04M1/27453
• CPC Class Codes: H04L 67/125 : involving control of end-device applications over a network
• CPC Class Codes: H04L 67/30 : Profiles
• CPC Class Codes: H04L 67/303 : Terminal profiles
• CPC Class Codes: H04L 67/306 : User profiles
• CPC Class Codes: H04L 67/535 : Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 15/00 : Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/41 : Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/50 : for cross-charging network operators
• CPC Class Codes: H04M 15/58 : based on statistics of usage or network monitoring
• CPC Class Codes: H04M 15/60 : based on actual use of network resources
• CPC Class Codes: H04M 15/66 : Policy and charging system
• CPC Class Codes: H04M 15/755 : Account identification
• CPC Class Codes: H04M 2203/556 : Statistical analysis and interpretation
• CPC Class Codes: H04M 3/2218 : Call detail recording
• CPC Class Codes: H04M 3/436 : Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/56 : Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04W 4/24 : Accounting or billing

Abstract

The present disclosure relates to systems and methods for determining an engagement profile of a participant by associating electronic activities to a profile. It may generate the engagement profile based on analysis of the electronic activity level. An example implementation may contain the following steps. The system may access for a first record object a plurality of electronic activities linked with the first record object. The system may identify for a participant from the plurality of electronic activities a set of electronic activities including the participant. The system may determine an engagement profile of the participant based on a first number of electronic activities of the set of electronic activities sent by the participant, a second number of the set of electronic activities received by the participant and a temporal distribution of the set of electronic activities. The system may store the engagement profile in one or more data structures.

Claims

1. A method comprising:

accessing, by one or more processors, for a first record object of a system of record of a data source provider, data from a plurality of electronic activities linked with the first record object, each electronic activity identifying one or more participants associated with the first record object, the first record object including a stage object field-value pair identifying a stage field and a stage value selected from a plurality of stage values, each stage value corresponding to a respective stage of a process and indicating a respective proximity to a completion of the process corresponding to the first record object;

identifying, by the one or more processors, for a participant of the one or more participants, from the plurality of electronic activities, a set of electronic activities including the participant;

determining, by the one or more processors, for a first stage of the process, a first metric based on a first portion of the set of electronic activities, each electronic activity of the first portion of the set having a respective timestamp associated with the first stage;

determining, by the one or more processors, for a second stage of the process, a second metric based on a second portion of the set of electronic activities, each electronic activity of the second portion of the set having a respective timestamp associated with the second stage;

determining, by the one or more processors, an engagement profile of the participant based on the first metric corresponding to the first stage and the second metric corresponding to the second stage; and

storing, by the one or more processors, in one or more data structures, an association between an identifier of the participant and the engagement profile of the participant.

2. The method of claim 1,

wherein determining the engagement profile further comprises determining, by the one or more processors, for each stage of the process, a respective distribution of a respective portion of the set of electronic activities within a timeframe defined by the respective stage.

3. The method of claim 1, wherein the set of electronic activities includes a first set of electronic activities and the method further comprising:

determining, by the one or more processors, a second set of electronic activities of the participant linked with a second record object of the system of record;

determining, by the one or more processors, for each respective stage of a process corresponding to the second record object, a respective metric based on a volume of the second set of electronic activities, each electronic activity of the second set of electronic activities having a respective timestamp associated with the respective stage of the process corresponding to the second record object; and

wherein determining the engagement profile further comprises determining the engagement profile based on the first metric and the second metric corresponding to the first stage and the second stage of the first record object and the respective metric corresponding to the respective stages of the second record object.

4. The method of claim 1, further comprising:

determining, by the one or more processors, a completion score indicating a likelihood of completing the process associated with the first record object, the completion score based on the engagement profile of the participant.

5. The method of claim 1, further comprising:

determining, by the one or more processors, one or more field-value pairs of a node profile of the participant; and

identifying, by the one or more processors, an engagement profile generation policy based on the one or more field-value pairs of the node profile; and

wherein determining the engagement profile of the participant comprises determining the engagement profile using the identified engagement profile generation policy.

6. The method of claim 5, further comprising:

determining, by the one or more processors, a second engagement profile generation policy for a second participant of the one or more participants;

determining, by the one or more processors, by using a second engagement profile generation policy, a second engagement profile for the second participant; and

determining, by the one or more processors, the stage value associated with the first record object based on the second engagement profile for the second participant.

7. The method of claim 1, further comprising:

determining, by the one or more processors, a second engagement profile generation policy for each of the one or more participants;

determining, by the one or more processors, by using a respective second engagement profile generation policy, a second engagement profile for each of the one or more participants; and

determining, by the one or more processors, a completion score indicating a likelihood of completing an event associated with the first record object, the completion score based on the second engagement profile for each of the one or more participants.

8. The method of claim 1, further comprising:

identifying, by the one or more processors, a plurality of second record objects of the system of record associated with the participant;

determining, by the one or more processors, a respective set of historical electronic activities of the participant linked with each of the plurality of second record objects;

determining, by the one or more processors and by using an engagement profile generation policy, a respective engagement profile for each of the plurality of second record objects based on the respective set of historical electronic activities; and

generating, by the one or more processors, a production profile of the participant based on the respective engagement profile for each of the plurality of second record objects.

9. The method of claim 1, further comprising:

determining, by the one or more processors, for a new record object, a completion score for the participant, the completion score indicating a likelihood of completing an event associated with the new record object; and

generating, by the one or more processors, a recommendation to assign the new record object to the participant responsive to determining that the completion score satisfies a record object assignment policy.

10. The method of claim 1, further comprising:

determining, by the one or more processors, from the plurality of electronic activities and the one or more or field-value pairs of the node profile of the participant, a role of the participant; and

selecting, by the one or more processors, an engagement score generation policy includes selecting the engagement score generation policy based on the role of the participant.

11. A system comprising:

one or more hardware processors configured by machine-readable instructions to;

access for a first record object of a system of record of a data source provider, data from a plurality of electronic activities linked with the first record object, each electronic activity identifying one or more participants associated with the first record object, the first record object including a stage object field-value pair identifying a stage field and a stage value selected from a plurality of stage values, each stage value corresponding to a respective stage of a process and indicating a respective proximity to a completion of the process corresponding to the first record object;

identify for a participant of the one or more participants, from the plurality of electronic activities, a set of electronic activities including the participant;

determine, for a first stage of the process, a first metric based on a first portion of the set of electronic activities, each electronic activity of the first portion of the set having a respective timestamp associated with the first stage;

determine, for a second stage of the process, a second metric based on a second portion of the set of electronic activities, each electronic activity of the second portion of the set having a respective timestamp associated with the second stage;

determine an engagement profile of the participant based on a first metric corresponding to the first stage and the second metric corresponding to the second stage; and

store in one or more data structures, an association between an identifier of the participant and the engagement profile of the participant.

12. The system of claim 11, wherein determining the engagement profile further comprises determining for each stage of the process, a respective distribution of a respective portion of the set of electronic activities within a timeframe defined by the stage.

13. The system of claim 11, wherein the set of electronic activities includes a first set of electronic activities and the one or more hardware processors are further configured by machine-readable instructions to:

determine a second set of electronic activities of the participant linked with a second record object of the system of record;

determine for each respective stage of a process corresponding to the second record object, a respective metric based on a volume of the second set of electronic activities, each electronic activity of the second set of electronic activities having a respective timestamp associated with the respective stage of the process corresponding to the second record object, and wherein determining the engagement profile further comprises determining the engagement profile based on the first metric and the second metric corresponding to the first stage and the second stage of the first record object and the respective metric corresponding to respective stages of the second record object.

14. The system of claim 11, wherein the one or more hardware processors are further configured by machine-readable instructions to:

determine a completion score indicating a likelihood of completing an event associated with the first record object, the completion score based on the engagement profile of the participant.

15. The system of claim 11, wherein the one or more hardware processors are further configured by machine-readable instructions to:

determine one or more field-value pairs of a node profile of the participant;

identify an engagement profile generation policy based on the one or more field-value pairs of the node profile;

wherein determining the engagement profile of the participant comprises determining the engagement profile using the identified engagement profile generation policy.

16. The system of claim 15, wherein the one or more hardware processors are further configured by machine-readable instructions to:

determine a second engagement profile generation policy for a second participant of the one or more participants;

determine by using a second engagement profile generation policy, a second engagement profile for the second participant;

determine a stage value associated with the first record object based on the second engagement profile for the second participant.

17. The system of claim 15, wherein the one or more hardware processors are further configured by machine-readable instructions to:

identify a plurality of second record objects of the system of record associated with the participant;

determine a respective set of historical electronic activities of the participant linked with each of the plurality of second record objects;

determine by using the engagement profile generation policy, a respective engagement profile for each of the plurality of second record objects based on the respective set of historical electronic activities;

generate a production profile of the participant based on the respective engagement profile for each of the plurality of second record objects.

18. A non-transitory computer-readable storage medium having instructions embodied thereon, the instructions being executable by one or more processors to perform a method, the method comprising:

accessing for a first record object of a system of record of a data source provider, data from a plurality of electronic activities linked with the first record object, each electronic activity identifying one or more participants associated with the first record object, the first record object including a stage object field-value pair identifying a stage field and a stage value selected from a plurality of stage values, each stage value corresponding to a respective stage of a process and indicating a respective proximity to a completion of the process corresponding to the first record object;

identifying for a participant of the one or more participants, from the plurality of electronic activities, a set of electronic activities including the participant;

determining, for a first stage of the process, a first metric based on a first portion of the set of electronic activities, each electronic activity of the first portion of the set having a respective timestamp associated with the first stage;

determining, for a second stage of the process, a second metric based on a second portion of the set of electronic activities, each electronic activity of the second portion of the set having a respective timestamp associated with the second stage;

determining an engagement profile of the participant based on a first metric corresponding to the first stage and the second metric corresponding to the second stage; and

storing in one or more data structures, an association between an identifier of the participant and the engagement profile of the participant.