Communication data analysis and processing system and method

• US 10,706,377 B2
• Filed: 04/29/2014
• Issued: 07/07/2020
• Est. Priority Date: 04/30/2013
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Harris, William V.
• Primary Examiner(s): Kassim, Hafiz A
• Assistant Examiner(s): Elkassabgi, Zahra
• Application Number:
  US14/264,081
• Publication Number:
  US 20140324517A1
• Time in Patent Office: 2,261 Days
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

Systems and methods are provided for assessing risks and efficiencies based on enterprise communications information. A method for assessing risks and efficiencies based on enterprise communications information may include: collecting information from digital data tools over at least one computer network into a storage database in a computer memory; executing instructions on a computer processor to synthesize the employee communications data into structured data; mining the structured data to generate exploratory data; performing analytics on the structured data to generate confirmatory data; disambiguating the confirmatory data and exploratory data; determining a business impact based on the exploratory and confirmatory data; and implementing a business process based on a quantification of said business impact.

Claims

1. A computer-implemented method for reducing organizational risk threats and organizational inefficiencies for an organization, the computer-implemented method comprising:

monitoring, by online activity monitoring applications, unstructured communications information from devices of employees of the organization, the online activity monitoring applications being integrated with the devices, capturing the unstructured communications information from the devices, and transmitting the unstructured communications information to a processing system;

collecting the unstructured communications information over a network at the processing system, the unstructured communications information comprising communications data and employee activity data, the communications data comprising employee voice communications data, the employee activity data comprising employee electronic mail data captured from the online activity monitoring applications;

managing, by the processing system, hierarchy data, the hierarchy data specifying a pre-defined allocation of skills of the employees of the organization and a hierarchy of authority;

synthesizing the unstructured communications information using extract, transform and load (ETL) procedures to create structured data;

mining the structured data and analyzing the structured data by searching to, from, and text fields of the employee electronic mail data to identify first patterns for particular employees and to create exploratory data exposing second patterns and relationships between the employees of the organization;

disambiguating the exploratory data by comparing data from multiple sources to resolve ambiguities in the exploratory data and improve accuracy of the exploratory data;

analyzing the employee electronic mail data and the employee voice communications data to identify an employee skillset, to generate confirmatory data and to generate hypotheses;

comparing the employee electronic mail data and the employee voice communications data with the hierarchy data to verify when the employee skillset includes an ambiguity;

determining one or more business impacts based on the hypotheses, the second patterns, the relationships, and the confirmatory data, when the employee skillset does not include the ambiguity, the one or more business impacts including at least one of the organizational risk threats or the organizational inefficiencies; and

updating one or more employee parameters based on the one or more business impacts to reduce the at least one of the organizational risk threats or the organizational inefficiencies,

wherein the one or more employee parameters is updated, based on the one or more business impacts, to at least one of automatically block or censor electronic mail communications from the employee.

2. The computer-implemented method of claim 1, wherein the disambiguating of the exploratory data further comprises comparing data from different sources, wherein the different sources include email, voicemail, and instant messaging.

3. The computer-implemented method of claim 1, wherein the mining of the structured data comprises establishing data maps, determining second relationships between data variables and outputs, identifying information flow characteristics, and identifying information content.

4. The computer-implemented method of claim 3, wherein the analyzing of the structured data further comprises detecting outliers.

5. The computer-implemented method of claim 1, wherein the collecting of the unstructured communications information comprises applying business rules to parse the unstructured communications information.

6. The computer-implemented method of claim 1, wherein the updating of the one or more employee parameters comprises populating a database with the exploratory data and the confirmatory data.

7. The computer-implemented method of claim 1, wherein the unstructured communications information includes direct data including email communications and telephone communications.

8. The computer-implemented method of claim 7, further comprising collecting chat system data, video conferencing data and calendar data.

9. The computer-implemented method of claim 7, wherein the unstructured communications information includes indirect communications data including collaboration tool data, internal forum data, and external forum data.

10. The computer-implemented method of claim 9, wherein the indirect communications data further includes contact lists and distribution lists.

11. The computer-implemented method of claim 1, wherein the processing system further manages contextual and linking data, the contextual and linking data including at least two of:

organizational information, employee information, access rights, location data, surveys, system usage data, embedded monitoring data, or governance structures.

12. A communication data analysis and processing system comprising at least one of a data gathering engine, a data mining engine, an analytics engine, or a business impact engine, the communication data analysis and processing system further comprising a memory, the memory comprising programmed instructions stored thereon and one or more processors configured to be capable of executing the stored instructions to perform operations comprising:

causing online activity monitoring applications to monitor unstructured communications information from devices of employees of an organization, the online activity monitoring applications being integrated with the devices, capturing the unstructured communications information from the devices, and transmitting the unstructured communications information to the communication data analysis and processing system;

collecting the unstructured communications information over a network at the communication data analysis and processing system, the unstructured communications information comprising communications data and employee activity data, the communications data comprising employee voice communications data, the employee activity data comprising employee electronic mail data captured from the online activity monitoring applications;

managing, by the communication data analysis and processing system, hierarchy data, the hierarchy data specifying a pre-defined allocation of skills of the employees of the organization and a hierarchy of authority;

synthesizing the unstructured communications information using extract, transform and load (ETL) procedures to create structured data;

mining the structured data and analyzing the structured data by searching to, from, and text fields of the employee electronic mail data to identify first patterns for particular employees and to create exploratory data exposing first patterns and relationships between the employees of the organization;

disambiguating the exploratory data by comparing data from multiple sources to resolve ambiguities in the exploratory data and improve accuracy of the exploratory data;

analyzing the employee electronic mail data and the employee voice communications data to identify an employee skillset, to generate confirmatory data and to generate hypotheses;

comparing the employee electronic mail data and the employee voice communications data with the hierarchy data to verify when the employee skillset includes an ambiguity;

determining one or more business impacts based on the hypotheses, the second patterns, the relationships, and the confirmatory data, when the employee skillset does not include the ambiguity, the one or more business impacts including at least one of the organizational risk threats or the organizational inefficiencies; and

updating one or more employee parameters based on the one or more business impacts to reduce the at least one of the organizational risk threats or the organizational inefficiencies,

wherein the one or more employee parameters is updated, based on the one or more business impacts, to at least one of automatically block or censor electronic mail communications from the employee.

13. The communication data analysis and processing system of claim 12, wherein the disambiguating of the exploratory data further comprises comparing data from different sources, wherein the different sources include email, voicemail, and instant messaging.

14. The communication data analysis and processing system of claim 12, wherein the mining of the structured data comprises establishing data maps, determining second relationships between data variables and outputs, identifying information flow characteristics, and identifying information content.

15. The communication data analysis and processing system of claim 14, wherein the analyzing of the structured data further comprises detecting outliers.

16. The communication data analysis and processing system of claim 14, wherein the collecting of the unstructured communications information comprises applying business rules to parse the unstructured communications information.

17. The communication data analysis and processing system of claim 12, wherein the updating of the one or more employee parameters comprises populating a database with the exploratory data and the confirmatory data.

18. The communication data analysis and processing system of claim 12, wherein the unstructured communications information includes direct data including email communications and telephone communications.

19. The communication data analysis and processing system of claim 18, further comprising collecting chat system data, video conferencing data and calendar data.

20. The communication data analysis and processing system of claim 18, wherein the unstructured communications information includes indirect communications data including collaboration tool data, internal forum data, and external forum data.

21. The communication data analysis and processing system of claim 20, wherein the indirect communications data further includes contact lists and distribution lists.

22. The communication data analysis and processing system of claim 12, wherein the communication data analysis and processing system further manages contextual and linking data, the contextual and linking data including at least two of:

organizational information, employee information, access rights, location data, surveys, system usage data, embedded monitoring data, or governance structures.