Method and apparatus for data mining within communication session information using an entity relationship model

• US 20060085417A1
• Filed: 09/30/2004
• Published: 04/20/2006
• Est. Priority Date: 09/30/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Klemm, Reinhard P., John, Ajita, Seligmann, Doree D., Petsche, Thomas A.
• Granted Patent: US 8,180,722 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/288 Entity relationship models
• CPC Class Codes: G06F 2216/03 Data mining
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Methods and apparatus are provided for analyzing user activity and for recording such user activity in an entity relationship model. A network is searched for materials associated with a user and content analysis techniques are performed on the associated materials to extract one or more characteristics from the associated materials based on predefined criteria. The extracted information is stored in an entity relationship model that relates the user to the extracted characteristics. The characteristics may include activity information, expertise information and location information. The entity relationship model can thereafter be searched to identify and optionally contact one or more users having desired characteristics.

Claims

1. A method for analyzing user activity, comprising:

searching a network for materials associated with said user;

performing content analysis on said associated materials to extract one or more characteristics from said associated materials based on predefined criteria; and

storing said extracted information in an entity relationship model that relates said user to said extracted characteristics.

2. The method of claim 1, wherein said one or more characteristics include activity information.

3. The method of claim 1, wherein said one or more characteristics include expertise information.

4. The method of claim 1, wherein said one or more characteristics include location information.

5. The method of claim 1, further comprising the step of analyzing said entity relationship model to identify one or more users having one or more of said characteristics.

6. The method of claim 5, further comprising the step of contacting said one or more identified users having one or more of said characteristics.

7. The method of claim 5, further comprising the step of prioritizing said one or more identified users having one or more of said characteristics.

8. The method of claim 5, further comprising the step of contacting said one or more identified users having one or more of said characteristics who are available.

9. The method of claim 1, further comprising the step of analyzing said entity relationship model to identify patterns in communications.

10. The method of claim 1, wherein said entity relationship model stores attributes of entities.

11. The method of claim 1, wherein said entity relationship model stores a current relationship between two entities.

12. The method of claim 1, further comprising the step of predicting information about a user based on historical data.

13. The method of claim 1, wherein said entity relationship model stores real time information regarding session and endpoint entities and wherein said method further comprises the step of making one or more communications decisions based on a presence of users in sessions and through endpoints.

14. The method of claim 13, wherein said one or more communications decisions is a decision to route a communication to a device where a user is present.

15. A method for identifying one or more users having one or more predefined characteristics, comprising:

analyzing an entity relationship model to identify users having said one or more predefined characteristics, wherein said entity relationship model relates users to characteristics and wherein said characteristics in said entity relationship model have been extracted from information stored on a network; and

contacting said one or more identified users having one or more of said characteristics.

16. The method of claim 15, wherein said one or more characteristics in said entity relationship model include activity information.

17. The method of claim 15, wherein said one or more characteristics in said entity relationship model include expertise information.

18. The method of claim 15, wherein said one or more characteristics in said entity relationship model include location information.

19. The method of claim 15, further comprising the step of determining if said one or more identified users having one or more of said characteristics are available.

20. The method of claim 15, further comprising the step of prioritizing said one or more identified users having one or more of said characteristics.

21. A system for analyzing user activity, comprising:

a memory; and

at least one processor, coupled to the memory, operative to;

search a network for materials associated with said user;

perform content analysis on said associated materials to extract one or more characteristics from said associated materials based on predefined criteria; and

store said extracted information in an entity relationship model that relates said user to said extracted characteristics.

22. The system of claim 21, wherein said one or more characteristics include activity information.

23. The system of claim 21, wherein said one or more characteristics include expertise information.

24. The system of claim 21, wherein said one or more characteristics include location information.

25. The system of claim 21, wherein said processor is further configured to analyze said entity relationship model to identify one or more users having one or more of said characteristics.

26. The system of claim 25, wherein said processor is further configured to contact said one or more identified users having one or more of said characteristics.

27. The system of claim 25, wherein said processor is further configured to prioritize said one or more identified users having one or more of said characteristics.

28. The system of claim 25, wherein said processor is further configured to determine if said one or more identified users having one or more of said characteristics are available.

29. The system of claim 21, wherein said entity relationship model stores attributes of entities.

30. The system of claim 21, wherein said entity relationship model stores a current relationship between two entities.