Customized response messages

• US 10,587,537 B2
• Filed: 12/22/2017
• Issued: 03/10/2020
• Est. Priority Date: 12/22/2017
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Silva, Asima, Gorzela, Richard, Stockton, Jaime M.
• Primary Examiner(s): Mejia, Anthony
• Application Number:
  US15/852,097
• Publication Number:
  US 20190199655A1
• Time in Patent Office: 809 Days
• Field of Search: 709206
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/212 using filtering or selective blocking

Abstract

Generation of customized response messages is described. According to the method, an incoming communication request is received and a relationship between an initiator of the communication request and a recipient of the communication request is determined. Based on a number of calendars for the recipient, an availability of the recipient is determined. When the recipient is unavailable, a customized response message is generated. The customized response message 1) is based on the relationship between the initiator and the recipient and 2) indicates an estimated response time for the recipient based on the availability of the recipient.

Claims

1. A computer-implemented method comprising:

receiving an incoming communication request;

determining a relationship between an initiator of the incoming communication request and a recipient of the incoming communication request;

determining, based on a number of calendars for the recipient, an availability of the recipient; and

based on a determined unavailability of the recipient, generating a customized response message, which customized response message;

is based on the relationship between the initiator and recipient; and

indicates an estimated response time for the recipient based on the availability of the recipient as determined from the number of calendars for the recipient.

2. The computer-implemented method of claim 1, wherein determining a relationship between the initiator and the recipient comprises determining a quantity of previous correspondence between the initiator and the recipient.

3. The computer-implemented method of claim 2, wherein determining a quantity of previous correspondence between the initiator and the recipient accounts for correspondence across more types of communication than that on which the communication request is received.

4. The computer-implemented method of claim 1, wherein determining a relationship between the initiator and the recipient comprises determining a frequency of previous correspondence between the initiator and the recipient.

5. The computer-implemented method of claim 1, wherein determining a relationship between the initiator and the recipient comprises determining a type of previous correspondence between the initiator and the recipient.

6. The computer-implemented method of claim 1, wherein determining a relationship between the initiator and the recipient comprises is based on profile information of the initiator on a recipient communication unit.

7. The computer-implemented method of claim 1, wherein determining a relationship between the initiator and the recipient comprises determining a timing of previous correspondence between the initiator and the recipient.

8. The computer-implemented method of claim 1, wherein the customized response message has a customized vernacular based on the relationship between the initiator and the recipient.

9. The computer-implemented method of claim 1, wherein the customized response message has a customized tone based on the relationship between the initiator and the recipient.

10. The computer-implemented method of claim 1, wherein the customized response message has a format based on the relationship between the initiator and the recipient.

11. The computer-implemented method of claim 1, wherein the estimated response time accounts for historical response times following a period of unavailability for the recipient.

12. The computer-implemented method of claim 1, wherein the estimated response time is based on a context of a calendar entry relating to a period of unavailability for the recipient.

13. A system comprising:

a communication unit to receive an incoming communication request;

a database comprising relationship information between a number of users, wherein the number of users comprises an initiator of the communication request and a recipient of the communication request;

a number of calendars for the number of users;

a response controller to;

based on a determined unavailability of the recipient, generate a customized response message, which customized response message;

is based on the relationship between the initiator and the recipient;

is based on historical interactions between the initiator and the recipient;

has a vernacular and tone that match a historical vernacular and tone between the initiator and the recipient; and

indicates an estimated response time for the recipient based on the availability of the recipient as determined from the number of calendars for the recipient.

14. The system of claim 13, wherein:

the system comprises a natural language analyzer to determine a vernacular of previous correspondence between the initiator and recipient; and

the relationship information is reflective of the vernacular of the previous correspondence.

15. The system of claim 13, wherein the database is updated to reflect changes in the relationship.

16. The system of claim 13, wherein:

the system comprises multiple contact lists for a recipient; and

the relationship information is reflective of which contact list an initiator belongs to.

17. The system of claim 13, wherein the response controller generates the customized response message based on a refusal to accept the incoming communication request.

18. A computer program product, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processor to cause the processor to:

receive an incoming communication request;

determine a strength of a relationship between an initiator of the communication request and a recipient of the communication request based on;

a quantity of previous correspondence; and

a frequency of previous correspondence;

determine a formal nature of the relationship between the initiator and the recipient based on;

a type of previous correspondence;

a time of day when previous correspondence were sent;

a vernacular of previous correspondence; and

profile information of the initiator;

determine, based on a number of calendars for the recipient, an availability of the recipient; and

based on a determined unavailability of the recipient, the strength of the relationship, and the formal nature of the relationship, generate a customized response message, which customized response message;

is based on the relationship between the initiator and the recipient;

is based on historical interactions between the initiator and the recipient;

has a vernacular and tone that match a historical vernacular and tone between the initiator and the recipient; and

indicates an estimated response time for the recipient based on;

the availability of the recipient; and

historical response times following a period of unavailability for the recipient.

19. The computer program product of claim 18, wherein the incoming communication request is based on a communication formal selected from the group consisting of a text message, a voice call, an email message, and an instant message.

20. The computer program product of claim 19, wherein the relationship between the initiator and the recipient is further based on voice recognition of the recipient and initiator.